Senior Enterprise Client Success Manager

SAFETY SERVICES COMPANY•Gilbert, AZ

2d•$65,000 - $75,000•Hybrid

About The Position

Safety Services Company is seeking an experienced Senior Enterprise Client Success Manager to manage and grow relationships with some of SSC’s largest and most complex enterprise clients. This role serves as the primary client contact following contract execution and is responsible for coordinating onboarding and service delivery, developing client success plans, driving adoption, managing escalations, and ensuring clients achieve measurable value from SSC’s services. The Senior Enterprise Client Success Manager will manage a portfolio of approximately 8–12 enterprise accounts while partnering closely with Enterprise Sales, Operations, Product, and Support. This role will also help establish scalable processes and best practices for SSC’s growing enterprise client success function. This role is based in our Gilbert, Arizona office. In-person collaboration is part of SSC's culture from day one: expect to work in the office at least one day a week, and more often as teamwork and customer needs call for it.

Requirements

5+ years of experience in client success, strategic account management, enterprise account management, or a related client leadership role.
Proven experience managing complex enterprise relationships involving multiple stakeholders, locations, business units, or service lines.
Demonstrated success improving client adoption, satisfaction, retention, and overall account outcomes.
Experience identifying and developing expansion opportunities within existing accounts in partnership with Sales.
Experience coordinating complex implementations involving multiple internal teams and client stakeholders.
Strong executive communication and relationship-building skills.
Strong project management, analytical, problem-solving, and organizational skills.
Ability to influence and coordinate cross-functional teams without direct authority.
Strong commercial judgment with the ability to recognize scope changes, manage expectations, and escalate commitments or risks appropriately.
Proficiency with CRM systems, client reporting, and strategic account planning.

Nice To Haves

Experience working with technology-enabled services or a combination of technology and managed services.
Experience with Salesforce or similar CRM platforms.
Familiarity with contractor compliance platforms such as ISNetworld®, Avetta®, Veriforce®, or related ecosystems.
Experience within safety, EHS, DOT/fleet services, screening services, contractor compliance, or related industries.
Experience helping develop or scale an enterprise client success function.

Responsibilities

Lead the sales handoff by confirming contracted services, client objectives, entities, employee populations, platforms, delivery assumptions, and commitments.
Identify gaps before launch and establish an implementation plan with clear ownership.
Coordinate enterprise client onboarding, including running kickoff meetings, maintaining milestones and dependencies, organizing phased rollouts across operating companies, and ongoing client communication.
Drive adoption and value by building client success plans with outcomes, owners, and dates.
Monitor usage or service completion, customer engagement, and results.
Maintain relationships with executive and operational stakeholders, lead business reviews, and document account health.
Escalate risks early and track each issue through resolution.
Identify and qualify upsell, cross-sell, and add-on opportunities across divisions and service lines and partner with Enterprise Sales to support opportunities through close.
Manage renewal readiness by tracking renewal and notice dates, demonstrating realized value, identifying risks, and partnering with Enterprise Sales, who owns the renewal transaction.
Support new enterprise opportunities by providing delivery assumptions, implementation considerations, and SOW scope input to ensure proposed solutions can be successfully delivered.
Maintain accurate Salesforce records, protect client information in accordance with SSC policies, develop scalable client success processes and playbooks, and proactively identify resource or workload concerns.
Travel as required to support client meetings, implementations, business reviews, and strategic initiatives.
Perform other duties and responsibilities as assigned by the direct manager or executive leadership.
Responsibilities may evolve or expand based on business needs, organizational growth, client requirements, and strategic company initiatives.