Description:
The Senior Client Success Manager is a strategic leadership role responsible for owning high-value client relationships while also managing internal SOCSoter sales and process team members. This role ensures client retention, expansion, operational alignment, and cross-department execution.
This individual serves as both a trusted advisor to clients and a leader within SOCSoter, driving accountability, process improvement, and performance across the client lifecycle. The ideal candidate is relationship-driven, operationally strong, and passionate about building scalable success systems.
Key Responsibilities
Client Leadership
-
Own and manage a portfolio of strategic client accounts
-
Serve as executive-level client contact and trusted advisor
-
Drive renewals, retention, and expansion opportunities
-
Lead quarterly business reviews and strategic planning meetings
-
Develop and execute measurable client success plans
-
Monitor account health, engagement, and performance metrics
-
Identify risks early and proactively manage escalations
-
Advocate internally for client needs and priorities
Internal Team Leadership
-
Manage SOCSoter Sales & Internal Processes team members
-
Establish accountability frameworks and performance standards
-
Improve internal workflows tied to onboarding, renewals, and service delivery
-
Align cross-functional teams around client success outcomes
-
Support training and professional development of team members
-
Drive continuous improvement in client lifecycle processes
Operational Excellence
-
Ensure successful onboarding and adoption of services
-
Maintain accurate CRM and client documentation
-
Track KPIs related to retention and satisfaction
-
Partner with leadership on scaling client success strategy
-
Standardize internal communication and execution models
Requirements:
Required Qualifications
-
5+ years experience in client success, account management, or customer success
-
Prior leadership or team management experience
-
Experience managing enterprise or strategic accounts
-
Strong executive communication and presence
-
Proven success in retention and revenue expansion
-
Exceptional problem-solving and conflict resolution skills
-
Ability to manage multiple priorities in a fast-paced environment
-
Data-driven decision-making mindset
Preferred Qualifications
-
Experience in cybersecurity, compliance, or managed services
-
Familiarity with SaaS or recurring revenue business models
-
CRM proficiency (HubSpot, Salesforce, or equivalent)
-
Project or operations management experience
Key Performance Indicators
-
Client retention rate
-
Net revenue retention / expansion
-
Client satisfaction scores
-
Renewal performance
-
Internal process efficiency metrics
-
Team performance and development benchmarks
What Success Looks Like
-
Clients view SOCSoter as a strategic partner
-
Renewals are predictable and proactive
-
Risks are identified early and resolved quickly
-
Internal teams operate with clarity and accountability
-
Scalable processes support growth without sacrificing service quality
