Customer Success Manager
About The Position
The Client Success Manager is the dedicated point of accountability for a defined portfolio of W Services Group client accounts. The role owns client relationships end to end, serving as the primary contact, internal advocate, and person responsible for ensuring clients feel like partners. It is a proactive relationship-management role with operational accountability, including seeing issues through to resolution. The Client Success Manager works collaboratively across client and internal teams to maintain client satisfaction, oversee service performance, coordinate initiatives, and provide regular communication and reporting. The position may involve in-person client and site visits, office visits, and onboarding new locations as needed.
Requirements
- 4 to 6 years of experience in account management, client success, or operations.
- Demonstrated ability to manage complex client relationships with multiple stakeholders.
- Ability to navigate internal teams and hold counterparts accountable without direct authority.
- Strong written and verbal communication skills, including communicating with clients in person.
- Proactive approach focused on bringing solutions, not just problems.
- Willingness to travel for client visits and new site onboardings as needed.
Nice To Haves
- Background in facility management, field services, or multi-site service operations.
- Proficiency in CMMS platforms and third-party work order or client portals.
Responsibilities
- Serve as the primary point of contact for a defined portfolio of client accounts.
- Lead weekly client touch-base meetings and contribute to quarterly and annual business reviews alongside the Account Manager.
- Conduct in-person site visits, office visits, and new location onboardings as needed.
- Build trusted, long-term relationships with key client stakeholders and provide honest, proactive communication, including feedback to clients on improving outcomes.
- Own client-level SLA and KPI performance by monitoring metrics, identifying gaps, and driving internal teams to address issues before clients are affected.
- Maintain visibility into account health between touchpoints.
- Track escalated issues through resolution and ensure clear ownership.
- Flag at-risk accounts to the Senior Manager of Client Success before they become relationship problems.
- Serve as the internal liaison between clients and Operations, Field, Services, Finance, Account Management, Sales Ops, and IT.
- Coordinate cross-functional work, rollouts, large-scale projects, and multi-department client initiatives; manage client changes to third-party platforms in coordination with IT.
- Maintain accurate client contact information, location data, account records, procedures, protocols, and department documentation.
- Monitor recurring service WIN/LOSS tracking and manage RTS creation and resolution with Sales Ops.
- Assist with missing POs, NTE issues, and invoice resolution with Finance and the Recurring team.
- Monitor client-specific aging invoices and engage on behalf of Finance when standard outreach has not resolved the issue.
- Monitor client email communications and route or respond to items requiring point-of-contact involvement.
- Deliver regular account-specific reporting on work order progress, SLA performance, and operational updates.
- Ensure weekly field reporting and service channel updates are accurate and timely.
- Prepare and present account overview materials for QBRs and strategic meetings.
- Participate in assigned special projects or initiatives.
- Adapt to changing priorities and support department and organizational goals.
- Support cross-functional initiatives to improve processes, efficiency, or team outcomes.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
