Senior Client Success Manager

The Senior Client Success Manager is a strategic leadership role responsible for owning high-value client relationships while also managing internal SOCSoter sales and process team members. This role ensures client retention, new customer expansion, operational alignment, and cross-department execution.

This individual serves as both a trusted advisor to clients and a leader within SOCSoter, driving accountability, process improvement, and performance across the client lifecycle. The ideal candidate is relationship-driven, operationally strong, and passionate about building scalable success systems.

Key Responsibilities

Client Leadership

• Own and manage a portfolio of strategic client accounts
• Serve as executive-level client contact and trusted advisor
• Drive renewals, retention, and expansion opportunities
• Lead quarterly business reviews and strategic planning meetings
• Develop and execute measurable client success plans
• Monitor account health, engagement, and performance metrics
• Identify risks early and proactively manage escalations
• Advocate internally for client needs and priorities
• Drive new customer engagement

Internal Team Leadership

• Manage SOCSoter Sales & Internal Processes team members
• Establish accountability frameworks and performance standards
• Improve internal workflows tied to onboarding, renewals, and service delivery
• Align cross-functional teams around client success outcomes
• Support training and professional development of team members
• Drive continuous improvement in client lifecycle processes

Operational Excellence

• Ensure successful onboarding and adoption of services
• Maintain accurate CRM and client documentation
• Track KPIs related to retention and satisfaction
• Partner with leadership on scaling client success strategy
• Standardize internal communication and execution models