Senior Client Success Manager
Client Success · Full-time · Onsite · Reports to the Chief Operating Officer
Our company manages mobility and telecom for enterprise clients — carrier expense optimization, device lifecycle and MDM, procurement, help desk, and our reporting platform. Our clients stay with us because we find money in their carrier spend every month and prove it in numbers. Managing several hundred accounts across Verizon, AT&T, T-Mobile and international carriers, we sit between our clients and their carriers, so they do not have to.
Client Success is where that promise is kept or lost. It is the team that runs the monthly and quarterly business reviews, delivers raw carrier data into savings a CFO can see.
THE ROLE
We are hiring a Senior Client Success Manager to lead our engagement analyst team and build the operating discipline behind it. This is a builder's role as much as a leader's one. You will inherit a capable team, a strong product and a loyal client base — and a set of processes that have grown organically and now need to be designed on purpose.
Your mandate is to make client success predictable: every account reviewed on cadence, every review producing our value proposition, every reporting commitment met, every renewal visible before it is urgent, and every escalation owned.
You will manage roughly eight engagement analysts, two onboarding teammates and one operational specialist directly and partner closely with Operations, Sales and Finance. You will report to the COO and have real authority to change how the function runs.
WHAT YOU WILL OWN
1. Review cadence, quality and coverage
The business review is our most important recurring client touchpoint, and its quality is uneven across the book. You will define what a good review looks like and make that the floor.
· Publish a review standard — preparation requirements, agenda, the quantified savings figure that must be presented, and the follow-up commitments that must be captured — and hold the team to it.
· Build a coverage model that distributes review ownership sensibly across the team rather than concentrating it, with named backup for every account so no review is dependent on one person's availability.
· Institute review-quality inspection: sample recorded reviews, coach against the standard, and treat a short or substance less review as a client risk event, not a scheduling footnote.
· Establish clear tiering so our largest and most complex accounts get proportionate depth, and our smaller accounts get an efficient, repeatable motion.
2. Savings measurement and plateau detection
Delivered savings is why clients renew, and a savings plateau is the earliest and most controllable churn signal we have. Making that measurable is the single highest-leverage thing this role will do.
· Stand up month-over-month savings tracking per account so trend, not anecdote, drives the conversation.
· Define the plateau trigger and the re-optimization play that fires when savings flatten — before the client concludes they can manage it themselves.
· Make the savings story the centerpiece of every review and make cumulative value-delivered available on demand for renewal and expansion conversations.
3. Reporting execution and SLA discipline
Client reporting and scheduled data pulls are the backbone of the service. They need to run like an operation, with visible commitments and honest root cause when they slip.
· Own on-time delivery of recurring client reporting against a published SLA, with a real-time view of what is due, what is complete and what is late.
· Instrument delay reasons — ours, the client's, the carrier's or the partner's — so slippage produces a fixable cause rather than a number.
· Balance workload across the team so capacity, not chance, determines who is overloaded, and continue to automate or templatize the repetitive work that consumes analyst time without producing client value.
4. Onboarding and time-to-value
The window between a signed agreement and a client first delivered savings report is where confidence is won. It should be short, measured and predictable.
· Own the handoff from Sales into Client Success and define what a complete handoff contains.
· Establish and measure an onboarding SLA from signed statement of work to active billing and first delivered savings report, with breaches escalated rather than absorbed.
· Partner with Finance so contract, billing setup and revenue recognition move in step with service delivery, and no completed work sits un-invoiceable.
5. Renewal, retention and expansion motion
Renewals should be worked months ahead of their date, and expansion should come out of the review conversation rather than a separate campaign.
· Build a forward-looking renewal pipeline: every managed account carrying a dated, staged, owned renewal record, reviewed on a regular cadence with Sales and Finance.
· Own CRM hygiene for the managed book — accurate ownership, current stages, and no account without an active owner.
· Drive service breadth. Single-service accounts churn at materially higher rates; you will build the motion that surfaces help desk, MDM, procurement, IoT and platform expansion opportunities out of the review cycle.
· Codify the win/loss patterns we already know — savings plateau, BYOD shifts, flat unlimited plans, client capability maturing in-house, M&A — into early-warning signals with a defined play for each.
6. Client health, escalation and relationship depth
· Own a client health model that combines savings trend, review cadence, engagement, service breadth, platform and ordering activity, and renewal proximity — and make it trustworthy enough to drive decisions.
· Define the escalation framework: what qualifies, who owns it, what the response commitment is, and how resolution is confirmed with the client.
· Reduce single-thread relationships. Champion departures and leadership changes should not put an account at risk; you will drive multi-threading into every significant account.
· Be personally present in the hardest conversations — contract renegotiations, carrier decisions, stalled implementations and recovery situations.
7. Leading the team
· Manage, coach and develop a team of client success analysts, including performance management and career pathing.
· Run a consistent one-on-one and team meeting rhythm, with clear individual goals tied to the measures below.
· Hire to close capability gaps as the book grows and build the onboarding that makes a new analyst productive quickly.
· Representing Client Success in leadership forums with a clear, evidence-based read on the health of the book.
WHAT YOU BRING
Required
· Five or more years in client success, account management or service delivery, including three or more years directly managing a team.
· A track record of building process where little existed — you have written the playbook, not only executed someone else's.
· Demonstrated ownership of retention or renewal outcomes for a recurring revenue book of business.
· Genuine comfort with data. You can read a spend or usage report, find the story in it, and hold a team accountable to numbers rather than impressions.
· Experience running a recurring client review motion at scale, and the judgment to know when a review has gone through the motions.
· Credibility in a room with a CFO, CIO or procurement lead, including in contract and pricing conversations.
· Direct experience with a CRM and a work management platform, and the discipline to insist the data in them is true.
Strongly preferred
· Telecom expense management, mobility managed services, or enterprise carrier account experience (Verizon, AT&T, T-Mobile).
· Familiarity with MDM, device lifecycle and procurement operations.
· Experience with HubSpot, Asana, NetSuite, or comparable platforms.
· Background in a channel or partner-led go-to-market motion.
How you work
· You pick up the phone. When a thread is going nowhere or an account is drifting, you call.
· You are direct about problems and unsentimental about process that is not working, including process you built.
· You are comfortable being measured, and you measure your team the same way.
· You care that the client can see the value, not only that the work was done.
WHY THIS ROLE
The company is investing in making it a measured, disciplined operation rather than a collection of individually strong relationships, and this role leads that work with executive backing and the authority changing how things run. If you want scope, a clear mandate and visible impact on retention and growth, this is that job.
WHY YOU’LL LOVE IT HERE
If you are seeking a culture that supports growth, fosters success, and moves the industry forward, then this is where you need to be! Our rich and successful history with our clients is based on innovation and trust, serving clients of varying sizes and industries. We remain committed to advocating Diversity, Equity, and Inclusion within our organization and throughout the industry.
WHAT YOU CAN EXPECT
· Immersion in an incredible culture and the vibe of a fast-moving and growing organization full of opportunity.
· Opportunity to work with innovative, talented peers.
· Creative problem-solving and the ability to tackle unique, complex projects.
· Competitive compensation which includes a benefits package along with generous time off for rest, relaxation, and hobbies.
We are an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. EEO M / F / D / V
Benefits:
· Competitive Salary
· 3 weeks PTO per year accrued
· Paid Holidays
· 401k Match
· Assisted Health, Dental, and Vision Insurance
Pay: $115,000.00 - $130,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Lombard, IL 60148 (Preferred)
Work Location: In person
