Senior Client Success Manager

Wipfli Advisory LLC

2d•Hybrid

About The Position

At Wipfli, people are core to everything they do, serving as the catalyst for creating exceptional impact and extraordinary results. The company values flexibility, focuses on relationships, and encourages individuals to follow their own paths. This role requires a hybrid work arrangement, meaning associates regularly work in a Wipfli office, from home, and other meeting sites, with scheduled in-office meetings requiring in-person attendance. The Senior Client Success Manager (CSM), under the direction of a manager, is responsible for ensuring a positive client experience by driving retention and growth through expert relationship management. This role involves mentoring Client Success Managers, resolving escalated issues, and leading strategic initiatives to enhance service and operational effectiveness. As a subject matter expert, the Senior CSM proactively identifies solutions, demonstrates advanced product knowledge, and contributes to firmwide growth.

Requirements

Associate degree in communications, marketing, or a related field required; bachelor’s degree preferred or equivalent experience.
4–6 years of experience in sales, client success, or a similar client-facing role.
Strong ability to plan, prioritize, and manage multiple projects in a fast‑paced, deadline‑driven environment.
Proven analytical and strategic thinking skills to assess client needs, recommend solutions, and identify growth opportunities.
Advanced client relationship management skills, including resolving complex issues and maintaining long‑term client satisfaction.
Excellent verbal and written communication skills, with the ability to build trust through active listening and clear messaging.
Demonstrated leadership, mentorship, and cross‑selling expertise to support team performance and expand client portfolios.

Nice To Haves

Bachelor’s degree in communications, marketing, or a related field preferred

Responsibilities

Build and maintain strong client relationships by understanding client goals and challenges, recommending strategic solutions, and introducing broader Wipfli offerings to support long-term success and growth.
Serve as the first point of escalation for complex client issues, determining when to act independently and when to escalate.
Manage annual renewal processes for assigned accounts, meeting individual renewal targets.
Proactively identify and support cross-selling opportunities across service lines and products, driving growth and expansion within client portfolios.
Support CSMs in developing and executing strategies to manage and grow client accounts, including cross-selling initiatives.
Identify, lead, and own process improvement initiatives within the client success team, with oversight from the Manager, Client Success.
Act as a SME, advisor, and reviewer for CSMs, ensuring adherence to best practices, continuous improvement, and strong client engagement.
Mentor and train CSMs, providing guidance on client service, operational effectiveness, and professional development.
Lead or participate in larger projects impacting the client success team (e.g., churn reduction initiatives, major rollouts, partnering with admin and billing teams) and represent Wipfli at conferences and events to enhance firmwide visibility.

Benefits

8 health plan options (both HMO & PPO plans)
dental and vision coverage
opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program
firm-sponsored basic life and short and long-term disability coverage
a 401(k) savings plan & profit share as well as Firm matching contribution
well-being incentive
education & certification assistance
flexible time off
family care leave
parental leave
family formation benefits
cell phone reimbursement
travel rewards
Voluntary benefit offerings include critical illness & accident insurance
hospital indemnity insurance
legal
long-term care
pet insurance
ID theft protection
and supplemental life/AD&D