Senior Customer Success Manager

W Services Group LLC•Hauppauge, NY

3d•$90,000 - $110,000

About The Position

The Senior Client Success Manager leads W Services Group’s team of POC Client Success Managers and serves as their first line of support for client accounts and escalations. This hands-on, player-coach role manages the team’s day-to-day work by coaching CSMs, assigning accounts, reviewing performance, and operating the POC Ops model to ensure every tier-one client has a dedicated, knowledgeable point of accountability. The role reports to the VP of Operations and is the team’s primary voice on client health, risk, and service quality. The Senior Client Success Manager oversees team development and account support, maintains operating procedures and engagement frameworks, monitors service and performance metrics, and coordinates across internal functions to resolve issues. The position also maintains portfolio reporting, communicates account risks and team performance to the VP of Operations, and may manage select client accounts directly.

Requirements

5 to 7 years of experience in client success, account management, or operations management.
At least 2 years leading a team as a people manager or formal team lead.
Proven track record managing a portfolio of client accounts and resolving complex escalations.
Strong communication skills, including confidence with enterprise client stakeholders and presenting to internal leadership.
Data-driven approach, using performance metrics to coach the team and identify account risk early.
Experience working cross-functionally without direct authority over partner teams.

Nice To Haves

Background in facility management, field services, or multi-site operations.
Proficiency in CMMS platforms, third-party work order systems, and reporting tools.

Responsibilities

Manage, coach, and develop the POC Client Success Managers; partner with HR and the VP of Operations on hiring and onboarding.
Set day-to-day expectations, conduct regular one-on-ones and performance reviews, and create coaching plans for CSMs.
Promote a team culture of proactive ownership, accountability, and client advocacy.
Serve as the first escalation point for client issues CSMs cannot resolve independently, and coach CSMs through resolution.
Bring client success data and portfolio health updates to leadership meetings as requested.
Manage client assignments and workload balance across the team, and recommend improvements to the POC Ops model to the VP of Operations.
Maintain and improve SOPs, playbooks, and client engagement frameworks, ensuring CSMs apply them consistently.
Monitor client-level SLA and KPI performance and ensure issues are addressed proactively.
Coordinate with Sales Ops, Operations, Finance, IT, and Field teams to resolve account issues and support effective cross-functional handoffs.
Support the pilot phase of the POC Ops rollout by tracking results across team accounts and sharing findings and recommendations with the VP of Operations.
Help CSMs prepare for and conduct QBRs and SBRs; attend meetings for strategic or at-risk accounts.
Directly handle escalations requiring higher-level involvement and bring in the VP of Operations when executive attention is needed.
Maintain consistent standards for client communication, reporting, and engagement.
Build relationships with key stakeholders across tier-one client accounts and manage select accounts directly as needed.
Maintain the client health scorecard and team portfolio reporting to give the VP of Operations visibility into account status, risk, and performance.
Provide bi-weekly updates to the VP of Operations on at-risk accounts, open escalations, and team performance.
Track and report on client retention, escalation resolution time, SLA performance, and satisfaction metrics.
Participate in special projects or initiatives as assigned.
Adapt to changing priorities to support department and organizational goals.
Support cross-functional initiatives to improve processes, efficiency, or team outcomes.