SUMMARYThe Senior Client Success Manager leads WSG's team of POC Client Success Managers and is their first line of support on client accounts and escalations. This person manages the day-to-day work of the CSM team - coaching, assigning accounts, and reviewing performance - while running the POC Ops model so every tier-one client has a dedicated, knowledgeable point of accountability. This is a hands-on, player-coach role for someone equally comfortable rolling up their sleeves on a difficult account and developing the people who own them. The Senior CSM reports to the VP of Operations and is the team's primary voice on client health, risk, and service quality.
PRIMARY RESPONSIBILITIES: Team Leadership and Development- Manage, coach, and develop the team of POC Client Success Managers; partner with HR and the VP of Operations on hiring and onboarding new CSMs
- Set clear day-to-day expectations, hold regular one-on-ones and performance reviews, and build coaching plans for each CSM
- Reinforce a team culture defined by proactive ownership, accountability, and client advocacy
- Serve as the first escalation point for any client issue a CSM cannot resolve independently, and coach the CSM through resolution
- Bring client success data and portfolio health updates to leadership meetings as requested
Process and Execution- Run the POC Ops operating model day to day - manage client assignments and workload balance across the team, and recommend model improvements to the VP of Operations
- Maintain and improve the SOPs, playbooks, and client engagement frameworks the team uses daily, and make sure CSMs apply them consistently
- Monitor SLA and KPI performance at the client level so issues are identified and addressed proactively, not reactively
- Coordinate with Sales Ops, Operations, Finance, IT, and Field teams to resolve account issues and keep cross-functional handoffs working smoothly
- Support the pilot phase of the POC Ops rollout - track results across the team's accounts and share findings and recommendations with the VP of Operations
Client Account Support- Help CSMs prepare for and run QBRs and SBRs; attend directly for strategic or at-risk accounts
- Step in directly on escalations that need a higher level of involvement, and bring in the VP of Operations when an issue requires executive attention
- Hold the team to a consistent standard for how WSG communicates, reports, and engages with clients
- Build relationships with key client stakeholders across tier-one accounts and manage select accounts directly as needed
Reporting and Visibility- Maintain the client health scorecard and team portfolio reporting that give the VP of Operations real-time visibility into account status, risk, and performance
- Deliver bi-weekly updates to the VP of Operations on at-risk accounts, open escalations, and team performance
- Track and report on client retention, escalation resolution time, SLA performance, and satisfaction metrics
ADDITIONAL RESPONSIBILITIES- Participate in special projects or initiatives as assigned
- Adapt to changing priorities to support department and organizational goals.
- Support cross-functional initiatives to improve processes, efficiency, or team outcomes
KNOWLEDGE AND SKILL REQUIREMENTS:- 5 to 7 years of experience in client success, account management, or operations management
- Minimum 2 years leading a team, either as a people manager or a formal team lead
- Proven track record managing a portfolio of client accounts and resolving complex escalations
- Background in facility management, field services, or multi-site operations strongly preferred
- Strong communication skills - confident with enterprise client stakeholders and presenting to internal leadership
- Data-driven - uses performance metrics to coach the team and act early on account risk
- Experience working cross-functionally without direct authority over partner teams
- Proficiency in CMMS platforms, third-party work order systems, and reporting tools preferred
