Client Success Manager

Duties & Responsibilities: 

• Recruit, mentor, coach, and develop Client Success Specialists while fostering a culture of accountability, engagement, and continuous improvement

• Analyze, compile, and present call center performance data; ensure accuracy of reporting and database integrity

• Develop and manage training plans, meeting agendas, and onboarding programs critical to departmental success

• Plan, prioritize, and delegate workflow to ensure operational efficiency and service-level adherence

• Support specialists during complex or escalated client interactions; resolve issues beyond frontline authority

• Develop and execute strategies to meet or exceed departmental KPIs

• Design and implement client satisfaction surveys and scoring methodologies to drive service improvements

• Monitor team performance and service levels; implement corrective action plans when necessary

• Review client accounts to identify improvement opportunities and provide procedural guidance to staff

• Create, maintain, and enforce departmental documentation, SOPs, and compliance standards

• Conduct monthly one-on-one coaching sessions with direct reports

• Ensure timely resolution of escalated internal and external client matters

• Collaborate with cross-functional leaders to improve overall client success and retention

• Ensure accurate and timely completion of employee timecards

• Perform additional duties as assigned to support department operations.

Education & Skills:

• Bachelor’s degree in Business Administration or a related field (preferred)

• 2–5 years of experience in a call center management role (required)

• 2–5 years of experience in a call center environment (required)

• Strong knowledge of people management, performance metrics, and operational best practices

• Demonstrated analytical, decision-making, and problem-solving skills

• Advanced organizational and time-management abilities

• Proficiency in Microsoft Office, SharePoint, CRM/client service platforms, and reporting tools

• Excellent written and verbal communication skills

• Bilingual (Spanish) preferred

• Career development and advancement opportunities