Sr. Client Success Account Manager

TDIndustries • Waco, TX

1d

About The Position

The Senior Client Success Account Manager manages key client relationships within assigned geographies, with responsibility for client satisfaction, retention, and account growth. The role supports strategic clients that are not enterprise-level and promotes operational excellence and partnership value through proactive engagement and coordination. The Sr. CSM collaborates with operations, sales, and technical teams to deliver strong service performance, contract compliance, and client success outcomes.

Requirements

• Bachelor’s degree or considerable relevant experience.
• At least 8 years of experience in client relationship management, customer success, or account leadership; facilities services, building operations, or technical environments are preferred.
• Proven success managing regional or strategic clients with complex service portfolios.
• Strong communication, problem-solving, and relationship management skills.
• Ability to lead account planning and coordinate cross-functional service delivery teams.
• Financial and operational understanding of service contracts and performance metrics.
• Proficiency in CRM platforms such as HubSpot, Salesforce, or equivalent.
• Results-oriented mindset focused on retention, satisfaction, and account growth.

Responsibilities

• Serve as the primary relationship leader for assigned clients, maintaining partnerships with client facility, procurement, and mid-level leadership.
• Lead account planning and regular business reviews to assess performance, service delivery, and improvement opportunities.
• Coordinate with internal operations, sales, and engineering teams to ensure consistent service excellence and resolve issues.
• Identify opportunities for account growth and expansion within existing contracts and service scopes.
• Partner with operations and sales teams to identify upsell opportunities and support proposal and pricing development.
• Monitor KPIs related to service quality, responsiveness, and client satisfaction, such as NPS and uptime.
• Support contract renewals, pricing discussions, and performance reporting.
• Maintain accurate CRM data, tracking client interactions, renewals, and potential growth opportunities.
• Coordinate with the Business Development Manager to smoothly hand off new clients and transition them into contracted services.
• Prepare executive summaries and reports for major accounts, highlighting risks, opportunities, and progress.
• Represent TDIndustries’ commitment to service excellence and long-term client partnership.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior