Customer Success Manager

We're looking for a high-performing Customer Success Manager with exceptional interpersonaland strategic thinking skills to own and grow key client relationships. This role goes beyond service delivery—it's about deeply understanding each client's business, proactively solving challenges, and identifying opportunities to expand value.

The ideal candidate thrives in a fast-paced environment, communicates confidently with senior executives, and knows how to mobilize internal teams to drive results.

You'll thrive in this role if you're someone who..

• Is an exceptional communicator—clear, confident, and compelling in both verbal and written interactions.
• A strategic listener who asks the right questions and connects the dots.
• Is highly organized and able to manage competing priorities without losing sight of the big picture.
• Navigates executive conversations with ease and translates operational complexity into clear, client-facing insights.
• Remains calm under pressure, focused on solutions, and energized by building long-term client partnerships.

Key Focus Areas

• Client Relationship Management
• Client Growth & Retention
• Staff Engagement & Retention

Client Engagement

• Serve as the strategic advisor and day-to-day contact for key clients, building strong relationships through proactive outreach, consultative discussions, and value-driven recommendations.
• Strong executive presence; comfortable engaging with Director, VP, and C-level contacts in a consultative manner.
• Exceptional written and verbal communication skills, with the ability to distill complex

issues clearly and professionally.

Relationship Management

• Develop strong rapport across all levels of client organizations—from frontline managers to executive stakeholders—adapting your communication style and recommendations accordingly.
• Stay closely attuned to client sentiment and resolve issues before they become problems.
• Document client interactions, feedback, and progress in CRM system

Retention and Growth

• Actively explore client business goals and recommend relevant Outsourced services to support their evolving needs, collaborating with internal teams to design solutions.
• Identify pain points or business risks before they become issues, taking a proactive, solutions-oriented approach to prevent churn and deepen trust.
• Partner with the Sales team to identify and pursue strategic expansion opportunities

Staffing and Job Order Management

• Manage client job orders and staffing requests using a ticketing system, ensuring staffing needs are met in a timely and efficient manner.
• Coordinate with the recruitment and HR teams to ensure qualified candidates are placed in client roles based on job requirements.
• Regularly review job orders, ticket status, and staffing fulfillment rates to ensure high-quality service and operational efficiency.

Performance Management and KPI Development

• Take full ownership of client success—from onboarding to day-to-day operations to business reviews—ensuring every interaction reflects excellence, insight, and accountability.
• Lead regular performance discussions with clients and internal stakeholders, providing feedback, coaching, and clear action plans to drive service excellence.
• Collaborate with internal departments to ensure that all resources, tools, and strategies are aligned to meet client objectives and KPIs.

Qualifications

• Education: Bachelor's degree in Business, Management, or a related field.

Experience

• 3+ years in client success, customer service, or account management roles, ideally within staffing, BPO, or service delivery environments.
• Proven track record managing client relationships, facilitating business reviews, and driving account growth.

Skills

• Strong written and verbal communication skills with executive presence and a client-first mindset.
• Proven ability to manage multiple accounts, prioritize effectively, and meet deadlines under pressure.
• Comfort with financial reporting and performance metrics (CSAT, NPS, staffing KPIs).
• Skilled in cross-functional collaboration across recruitment, HR, and operations.
• Proficient in CRM tools, ticketing systems, and data analysis platforms (e.g., Excel).

Work Environment

• Work in a mixed environment (hybrid set-up) office and home.