Sr. Client Success Consultant

ReSource Pro•Lincoln, NE

1d•Remote

About The Position

ReSource Pro is seeking a Sr. Client Success Manager to be responsible for the end-to-end service success of our clients. This role leads large-scale client onboarding, oversees ongoing service performance against SLAs, and drives a proactive, high-quality client experience through strong governance and data-driven management. Partnering closely with cross-functional operations, technology, and commercial/account teams, the Senior Manager translates client needs into actionable plans, leads issue resolution and escalations, and identifies opportunities to expand adoption of the organization’s services and solutions while supporting strong financial and operational performance. We hire the best because our service is only as good as the people delivering it. We’re committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self. All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration.

Requirements

Bachelor’s degree in Business, Communications, or a related field preferred.
Proven experience in a senior client success, account management, or service delivery leadership role.
Strong background in leading complex, large-scale client onboarding and managing cross-functional project teams.
Demonstrated ability to establish and refine governance mechanisms, including performance dashboards, cadences, and client QBRs.
Expert problem-solving capabilities with a history of driving root-cause analysis and managing executive-level escalations.
Strong commercial acumen with a track record of identifying business expansion, cross-selling, and upselling opportunities.
Exceptional written and verbal communication skills, with the executive presence needed to present roadmaps and value realization to senior stakeholders.
Process-focused mindset with a commitment to continuous improvement, tooling enhancements, and data-driven management.
A collaborative, team-oriented approach with an interest in mentoring junior staff and building knowledge in underwriting.

Responsibilities

Serve as the senior point of contact and strategic liaison between key clients/internal stakeholders and operational units, leading complex onboarding efforts and owning the end-to-end tracking of high-impact requests through established workflow/ticketing systems (30% of time).
Act as the senior owner for service delivery performance across assigned accounts, monitoring KPIs/SLAs, overseeing major incidents to drive root-cause analysis, championing continuous process improvements, and producing executive-ready performance reports (30% of time).
Develop and deepen executive-level relationships, driving sustained revenue and account growth by leading structured, data-driven QBRs and proactively identifying upsell, cross-sell, and solution expansion opportunities in partnership with Sales and Account Management (30% of time).
Collaborate with co-workers and supervisors to meet client needs, look for opportunities to build expertise in underwriting, and serve as a resource and mentor to junior team members while helping lead new hire training (10% of time).
Support a positive, respectful, and collaborative workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.