Sr. Client Success Manager

IPS Group Inc.•San Diego, CA

1d•$75,000 - $85,000•Onsite

About The Position

IPS Group is seeking a proactive and strategic Sr. Client Success Manager (CSM) to serve as the primary point of contact for a portfolio of clients. This role is responsible for driving customer satisfaction, retention, adoption, and growth by building trusted relationships, identifying opportunities, and ensuring clients realize maximum value from IPS solutions. The ideal candidate is a customer advocate, relationship builder, and problem solver who takes initiative, embraces change, and is committed to delivering exceptional customer experiences. This individual will collaborate across departments to ensure successful customer outcomes while maintaining a customer-first mindset.

Requirements

Associate or bachelor’s degree in business, Communications, Marketing, Information Systems, or a related field preferred.
Minimum of 2 years of experience in Customer Success, Account Management, Customer Support, Project Coordination, or other client-facing roles.
Experience managing customer relationships and conducting business reviews or client presentations.
Experience working within CRM and ticket management systems.

Nice To Haves

Excellent verbal, written, and presentation communication skills.
Strong relationship-building and customer engagement skills.
Strategic thinker with a proactive and solutions-oriented mindset.
Strong organizational and time-management skills with the ability to manage multiple priorities.
Ability to work independently while collaborating effectively across departments.
Technical aptitude and the ability to understand and communicate software, hardware, and technology solutions.
Comfortable navigating change and helping customers adapt to new products, processes, and technologies.
Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Demonstrated commitment to continuous learning and professional development.

Responsibilities

Manage a portfolio of client accounts and serve as the primary relationship owner.
Develop strong partnerships by understanding client goals, operational challenges, and success metrics.
Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews focused on performance, value realization, and future opportunities.
Monitor account health and proactively identify opportunities to improve customer satisfaction, retention, and product adoption.
Develop and execute customer success plans for key accounts.
Maintain regular client engagement through proactive outreach and strategic touchpoints.
Serve as a trusted advisor by providing guidance, recommendations, and best practices.
Identify opportunities for account growth, product utilization, and service expansion.
Support customer retention initiatives and mitigate churn risks through proactive engagement.
Demonstrate a commitment to delivering exceptional customer experiences.
Guide customers through product enhancements, process improvements, and organizational changes.
Assist clients in adopting new products, features, and technologies.
Advocate for customer needs internally and collaborate with cross-functional teams to drive positive business outcomes.
Gather customer feedback and communicate trends and recommendations to internal stakeholders.
Maintain ownership and visibility of customer issues through resolution.
Partner with Support teams to ensure service level agreements (SLAs) are achieved.
Communicate proactively regarding issue status, timelines, and expectations.
Identify recurring issues and work with internal teams to implement long-term corrective actions.
Partner with Support, Implementation, Product Management, Finance, Operations, and Sales teams to deliver a seamless customer experience.
Support customer onboarding, adoption, training, and optimization efforts.
Maintain accurate customer records, account plans, and activity documentation within CRM and ticketing systems.
Participate in internal meetings and initiatives focused on improving customer experience and operational effectiveness.
Mentor and support team members by sharing best practices, customer success strategies, and industry knowledge.
Provide guidance and coaching to newer Client Success Managers and cross-functional team members to promote professional growth and consistency in client experiences.
Serve as a subject matter expert and resource for customer relationship management, issue resolution, and client engagement strategies.
Foster a collaborative, customer-focused culture through knowledge sharing, peer support, and continuous improvement initiatives.
Assist with onboarding and training of new team members, helping them develop the skills and knowledge necessary for success.
Contribute to the development and refinement of customer success processes, playbooks, templates, and documentation.