The Client Success Manager II – Contractor Compliance manages client relationships and contractor compliance accounts across multiple platforms. This role combines account management, client success, and compliance operations to ensure clients remain compliant, resolve issues quickly, and maintain strong account health.
This is a hands-on role requiring strong organization, attention to detail, and the ability to manage a high-volume portfolio in a fast-paced environment. The CSM II acts as a trusted advisor and subject matter expert on contractor compliance workflows, platform requirements, and best practices.
Success is measured by client satisfaction, responsiveness, compliance outcomes, and overall service quality.
Serve as the primary point of contact for assigned client accounts, building strong and trusted client relationships
Manage and maintain client accounts across contractor compliance platforms such as Avetta®, ISNetworld®, Veriforce®, and similar systems
Review, organize, and manage compliance-related documentation to ensure accuracy, completeness, and alignment with client requirements
Monitor account health, compliance statuses, pending actions, and platform notifications to proactively resolve issues before escalation
Guide clients through contractor compliance requirements, onboarding processes, corrective actions, and ongoing account maintenance
Educate clients on compliance workflows, documentation requirements, and best practices to improve compliance outcomes and ratings
Analyze client account trends, recurring issues, and workflow gaps to recommend process improvements and operational efficiencies
Handle client questions, concerns, escalations, and time-sensitive compliance issues with professionalism and sound judgment
Partner effectively with offshore support team members and internal departments to maintain workflow efficiency and data accuracy
Maintain accurate records, client communications, and account activity within internal systems and compliance platforms
Identify opportunities to improve client adoption, engagement, and utilization of compliance-related services and tools
Contribute ideas and feedback to improve internal processes, workflows, and overall client experience
High School Diploma required; additional education is a plus
Experience in customer success, account management, client services, compliance operations, or a similar client-facing role
Strong organizational skills with the ability to manage multiple priorities, deadlines, and client accounts independently
Excellent attention to detail and ability to identify discrepancies, trends, and potential compliance risks
Strong problem-solving and decision-making skills in fast-paced environments
Ability to communicate clearly and professionally with clients through phone, email, and virtual meetings
Demonstrated professionalism, adaptability, accountability, and a collaborative mindset
Comfortable working within systems, workflows, and process-driven environments
Proficiency in Microsoft Office Suite and CRM systems
Experience working within contractor compliance platforms, account management systems, and CRMs is preferred
