The Client Success Manager plays a pivotal leadership role in ensuring client satisfaction, operational excellence, and team efficiency within the Client Management department. This position involves managing a team of 4-6 Client Relationship Managers, overseeing client portfolios, maintaining service quality, resolving escalations, and ensuring that performance KPIs are met across all managed accounts. The ideal candidate is proactive, analytical, and skilled at balancing people leadership with client relationship management. Requirements Key Responsibilities 1. Team Management Lead, mentor, and oversee a team of 4-6 Client Relationship Managers handling multiple client portfolios. Conduct weekly one-on-ones, performance reviews, and KPI assessments of the reporting managers Develop the team through coaching, feedback, and structured training sessions. Ensure workload balance, adherence to SOPs, and timely reporting from the team. 2. Client Relationship Oversight Oversee all client communications handled by the Client Relationship Managers to ensure consistency, professionalism, and alignment with company standards. Step in for high-priority or escalated client discussions when required. Review and analyze client health metrics, renewal trends, and overall satisfaction scores. Proactively identify risks or bottlenecks in client relationships and implement retention strategies. 3. Operations & Performance Monitor key performance indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality. Collaborate with HR and Operations to design and implement performance frameworks for the client management team. Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly. Create and implement process improvements to enhance service delivery and internal coordination. 4. Departmental Coordination Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes. Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach. Act as a bridge between leadership and the Account Management team for communication, planning, and execution.
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Established in 2009, Infinity Business Solutions (IBS) has been a trusted provider of world-class Virtual Assistant services for over 15
years! With a strong focus on customer satisfaction, we strive to exceed your expectations and help you achieve your business goals.
We pride ourselves on delivering top-quality services with absolute accuracy,
consistently meeting the highest industry standards.
