Senior Client Success Manager

Diversified•Kenilworth, NJ

About The Position

Diversified is seeking a strategic, client-focused, and operationally strong Senior Client Success Manager to own the success of a portfolio of its most complex and strategic managed services clients. This senior, client-facing position combines Customer Success Management with Service Delivery Manager accountabilities. The role is responsible for client outcomes from onboarding through adoption, value realization, renewal, and expansion, while owning day-to-day service performance for assigned accounts. Working across Clients, Service Delivery, and Sales, the Senior Client Success Manager ensures clients achieve measurable business outcomes, receive reliable SLA-compliant service, remain healthy and referenceable, renew, and grow with Diversified. The role also mentors Client Success Managers and contributes to the playbooks, health scoring, and reporting standards that make client success scalable and repeatable.

Requirements

7+ years of experience in customer success, account management, service delivery management, or a similar client-facing role in technology services.
Proven record managing renewals, adoption, and executive relationships for enterprise clients.
Demonstrated experience owning SLA performance, escalations, and service reviews for managed services accounts.
Working knowledge of incident, problem, and change management, with ITIL 4 Foundation or equivalent.
Experience with health scoring, usage analytics, and outcome-based reporting.
Experience managing a portfolio of complex, multi-site enterprise accounts.
Strong understanding of managed services operating models, including onsite, remote, and hybrid models, and ITSM platforms.
Commercial awareness of contracted scope, entitlements, SLA credits, renewals, and expansion.
Ability to translate service performance and usage data into clear business value for executives.
Ability to build and present data-driven reporting, including service performance, health, and value realization.
Strong executive communication, facilitation, and presentation skills.
Proactive, data-driven approach to engaging clients.
Ability to influence senior stakeholders and work across Sales, Delivery, Product, and Operations.
Structured and organized approach to managing multiple strategic accounts.
Ability to apply standard playbooks while tailoring them to each client’s industry and goals.
Commitment to continuous improvement and sharing lessons across the organization.

Nice To Haves

Experience with managed services, networking, collaboration, or audio visual technology.
Familiarity with media, broadcast, live events, or other Diversified verticals.
Experience with SLA and XLA reporting and service improvement plans.
Experience using AI-assisted tools for account insight and automation.
Experience mentoring Client Success Managers or building customer success playbooks.

Responsibilities

Align with clients on measurable business outcomes and OKRs during onboarding, and build and maintain customer success plans.
Build executive relationships and act as a trusted advisor to business and technical sponsors.
Lead quarterly executive business reviews covering outcomes versus OKRs, service performance, roadmaps, and recommendations.
Track and document value realization and ROI against success plans.
Build strategic roadmaps aligned with clients’ future needs and business growth initiatives.
Drive adoption and usage of managed services through user enablement, training, and best practices.
Monitor usage, identify adoption barriers, and lead actions to remove them.
Own customer health scores and risk registers, identify risks early, and coordinate remediation with Service Delivery, Professional Services, and the Account Team.
Capture client feedback through surveys and reviews, and route themes to Product, Service Delivery, and Operations.
Own SLA and experience-level (XLA) attainment for assigned accounts, publish service performance reports, and act on performance misses.
Serve as the single point of escalation, coordinate major incident response with the NOC, Service Desk, and field teams, and keep clients informed.
Lead post-incident reviews and root cause analysis, and drive permanent fixes for recurring issues through problem management.
Coordinate planned changes, maintenance windows, and client approvals while protecting critical windows such as live events, broadcasts, and trading hours.
Run monthly service reviews covering ticket trends, backlog, SLA results, and open risks.
Keep delivery within contracted scope and the service catalog, manage SLA credits, and flag scope changes to the Account Team.
Own renewal plans for assigned accounts, beginning 180 days before renewal, including strategy, risks, value proof, and timelines.
Identify new use cases, services, and expansion opportunities, and hand qualified opportunities to the Account Team.
Turn satisfied clients into references, case studies, testimonials, and advisory program members.
Maintain service improvement plans linked to customer success plans, with owners and dates.
Coordinate field engineers, OEMs, and partners to resolve issues and meet delivery commitments.
Keep runbooks, contacts, escalation paths, and asset records current in the ITSM tool.
Use operational performance data as an early-warning signal for account health.
Mentor and coach Client Success Managers, and act as an escalation point and backup for complex accounts.
Lead onboarding and transition for strategic and multi-site clients.
Contribute to Client Success playbooks, health scoring, governance templates, and reporting standards.
Share wins, lessons learned, and best practices across Client Success and Service Delivery teams.