CLIENT SERVICES & SUCCESS MANAGER
JOB SUMMARY
The Client Services & Success Manager is responsible for building strong client relationships, ensuring client satisfaction, and supporting successful delivery of services. The role serves as a key point of contact for clients, addressing concerns, coordinating solutions, and identifying opportunities to strengthen client relationships.
KEY RESPONSIBILITIES
1. Client Relationship Management
- Build and maintain strong relationships with clients.
- Serve as a primary point of contact for assigned accounts.
- Understand client needs, expectations, and business objectives.
- Maintain regular communication and follow-up.
2. Client Success
- Support clients in achieving their desired outcomes.
- Monitor client satisfaction, engagement, and service usage.
- Identify potential issues and address them proactively.
- Develop strategies to improve client retention and satisfaction.
3. Account Management
- Manage assigned client accounts and maintain accurate records.
- Monitor account activities, deliverables, and service requirements.
- Identify opportunities for account growth and additional services.
- Support contract renewals and account reviews.
4. Issue Resolution
- Respond promptly to client questions and concerns.
- Coordinate with internal teams to resolve service issues.
- Track client issues through to resolution.
- Escalate complex matters when necessary.
5. Reporting & Feedback
- Track client satisfaction and account performance metrics.
- Prepare client reports and account updates.
- Collect and communicate client feedback to relevant teams.
- Recommend improvements based on client insights.
6. Internal Collaboration
- Work with HR, recruitment, operations, and other teams to meet client needs.
- Coordinate service delivery and client requirements.
- Support client-related projects and initiatives.
KEY PERFORMANCE INDICATORS (KPIs)
- Client satisfaction and retention rates.
- Client response and issue resolution times.
- Account renewal rates.
- Client engagement and service adoption.
- Account growth and revenue opportunities.
- Accuracy of client records and reports.
- Successful delivery of client requirements.
QUALIFICATIONS
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- 4–6 years of experience in client services, account management, customer success, or a related role.
- Experience managing client relationships and resolving customer issues.
- Customer success or account management certification is an advantage.
REQUIRED SKILLS & COMPETENCIES
- Client relationship management
- Account management
- Customer success
- Communication and interpersonal skills
- Problem-solving and conflict resolution
- Negotiation skills
- Organization and time management
- Reporting and data analysis
- Stakeholder management
- CRM and Microsoft Office proficiency
- Commercial awareness
CORE VALUES
- Integrity
- Professionalism
- Accountability
- Client Focus
- Respect
- Collaboration
- Excellence
- Continuous Improvement
WORKING RELATIONSHIPS
Internal:
- Head of Client Services / Director of Client Success
- HR and Recruitment Teams
- Operations Team
- Account and Project Teams
- Senior Management
External:
- Clients
- Business partners
- Service providers
- Other relevant stakeholders
ROLE EXPECTATIONS
- Build strong and professional client relationships.
- Deliver responsive and high-quality client service.
- Proactively identify and resolve client concerns.
- Support client retention and account growth.
- Communicate client needs effectively across internal teams.
- Maintain accurate account records and reports.
- Demonstrate professionalism, accountability, collaboration, and strong client focus.