Senior Client Success Specialist - WFH

Vensure Employer Solutions•Chandler, AZ

17h•Onsite

About The Position

The Senior Client Success Specialist manages a portfolio of clients and drives satisfaction, retention, and product adoption. The role oversees the client lifecycle from post-implementation onboarding through offboarding, ensuring a seamless, value-driven experience. It partners with internal teams to deliver solutions, resolve complex issues, and improve processes, while serving as an escalation point for clients. The specialist monitors client health using data and key performance indicators, proactively addresses risks, conducts business reviews to demonstrate value, and shares client feedback and insights across the organization. The role also partners with Sales to identify expansion and upsell opportunities. Occasional domestic travel may be required for team onsite meetings, customer events, industry conferences, and training. The description also states that regular onsite attendance is an essential job function.

Requirements

A bachelor's degree, or two to five years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization, or related experience; an equivalent combination of experience, skills, and education may be considered.
Experience with Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and ability to learn other applications.
Excellent communication and interpersonal skills, including the ability to collaborate across teams and build positive working relationships.
Strong time-management skills and ability to prioritize in a fast-paced environment.
Knowledge of customer service best practices.
Ability to manage multiple tasks accurately and with attention to detail.
Strong problem-solving and analytical abilities.
Ability to adapt to shifting priorities and business needs.
Sound judgment and decision-making when evaluating complex information.
Professionalism and composure when working with varied personalities and situations.
Flexible, team-oriented, self-starting approach and ability to thrive in a startup environment.
Strong escalation management and creative problem-solving skills.
Coachability, openness to feedback, and willingness to share process improvement insights.

Responsibilities

Manage a portfolio of clients and execute strategies that improve client experience, satisfaction, retention, and product adoption.
Oversee the client lifecycle from post-implementation through offboarding.
Define metrics and proof points for customer engagements and demonstrate business value through regular business reviews.
Onboard new accounts and users, establish success frameworks, communicate value, and drive product adoption.
Collaborate with internal teams to deliver value, resolve complex issues, and improve processes.
Serve as an escalation point, address client concerns, and ensure timely issue resolution.
Monitor client health using key performance indicators and create action plans for at-risk clients, including check-ins and management of escalated issues.
Capture and share client feedback, stories, and trends across the organization.
Partner with Sales to identify upselling opportunities and facilitate client expansion.
Build and maintain effective working relationships across teams and disciplines.
Contribute to departmental projects, workflow enhancements, and continuous improvement efforts.
Attend webinars and training to stay current on company and departmental best practices.
Complete projects and other duties assigned by the supervisor.

Benefits

Medical, dental, and vision coverage
401(k) with company match
Paid time off, holidays, parental leave, and sick leave as required by applicable state law
Life insurance
Short-term disability
Long-term disability
Employee assistance program
Flexible spending account
Health savings account
Identity theft protection
Critical illness, accident, cancer, and hospital protection
Legal insurance
Pet insurance