Customer Success Manager

Job Title: Customer Success Manager

Reports To: SVP, Strategic Accounts

Job Overview:

The Customer Success Manager is responsible for managing, retaining, and growing relationships across a portfolio of existing B2B clients. This role focuses on customer satisfaction, renewals, account expansion, and add-on business. The Customer Success Manager serves as a trusted advisor to clients while partnering closely with Operations and other internal teams to support strong service delivery, resolve issues, and increase long-term client value.

The position is responsible for maintaining strong client relationships, understanding business needs, coordinating internal resources, supporting commercial activity, and ensuring that client commitments are addressed proactively and professionally.

Duties and Responsibilities:

Customer Success & Relationship Management

• Own day-to-day commercial relationships with a portfolio of existing B2B clients.
• Build and maintain trusted relationships with key stakeholders, decision-makers, executive contacts, and other client representatives.
• Serve as a primary point of contact for assigned clients regarding account-related needs, business priorities, and commercial matters.
• Develop a strong understanding of client business objectives, organizational priorities, challenges, service expectations, and evolving needs.
• Monitor account health, customer satisfaction, service performance, and retention risks.
• Lead or support regular account reviews and Quarterly Business Reviews (QBRs), including preparation of agendas, reporting, action items, and follow-up.
• Proactively identify client concerns, risks, and opportunities and coordinate appropriate internal follow-up.
• Partner with Operations to address service concerns, develop effective solutions, and support recovery plans when issues arise.
• Track commitments, action items, and next steps to ensure timely resolution and clear communication with the client.
• Promote a proactive, consultative approach to client engagement and identify opportunities to strengthen the overall customer experience.

Renewals & Account Growth

• Own the renewal process for assigned accounts, ensuring strong retention, timely planning, and effective coordination with internal stakeholders.
• Maintain awareness of contract terms, renewal dates, scope of services, pricing, and other commercial considerations affecting assigned accounts.
• Identify and pursue add-on, upsell, and cross-sell opportunities within existing accounts.
• Expand relationships into additional departments, locations, services, and business units where appropriate.
• Develop account plans that identify retention strategies, relationship priorities, expansion opportunities, and key actions.
• Maintain a qualified pipeline of expansion opportunities and provide accurate visibility into opportunity stages, timing, and probability.
• Partner with internal teams on pricing, proposals, Statements of Work (SOWs), renewals, amendments, and contract changes.
• Coordinate client requirements and supporting information for proposals and commercial activities.
• Meet defined customer retention, renewal, account-growth, and revenue objectives.
• Track and report account growth activity and results, including retention, renewal, upsell, and cross-sell performance.

Internal Partnership & Commercial Discipline

• Partner closely with Operations, Finance, Solutions, and leadership to deliver on client commitments and address account priorities.
• Facilitate communication between clients and internal stakeholders to ensure expectations, responsibilities, and timelines are understood.
• Maintain accurate CRM records, account plans, renewal dates, opportunities, activities, and forecasts.
• Maintain organized documentation related to account plans, commercial activity, client meetings, proposals, and renewals.
• Provide leadership with regular updates regarding account health, renewals, risks, client priorities, and growth opportunities.
• Prepare and communicate account information, business trends, and relevant client insights to support decision-making.
• Collaborate with internal teams to ensure account strategies are aligned with SPS capabilities, contractual obligations, and client expectations.
• Support other client and commercial initiatives as assigned by leadership.

Competencies:

• Proven ability to build and maintain strong relationships with B2B clients and key stakeholders.
• Strong consultative communication, presentation, and interpersonal skills, including the ability to engage executive-level contacts.
• Commercial mindset with the ability to identify customer needs and translate those needs into business opportunities.
• Demonstrated ability to support customer retention, renewals, upselling, cross-selling, and account expansion.
• Strong account planning, pipeline management, forecasting, prioritization, and organizational skills.
• Ability to conduct effective account reviews, QBRs, presentations, and executive-level client meetings.
• Ability to assess account health, identify risks, and proactively coordinate solutions with internal partners.
• Ability to work effectively with Operations, Finance, Solutions, and leadership without owning day-to-day service delivery.
• Strong business judgment and ability to balance client needs, contractual obligations, operational considerations, and commercial objectives.
• Excellent verbal and written communication skills.
• Demonstrated professionalism, discretion, responsiveness, and customer-service orientation.
• Ability to handle multiple projects simultaneously and deal positively with changing priorities.
• Strong attention to detail, follow-through, accountability, and time-management skills.
• Ability to work independently while collaborating effectively across functions and organizational levels.

Qualifications and Education Requirements:

• Bachelor's degree or equivalent relevant experience.
• 5–7 years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar client-facing B2B role.
• Proven success managing and retaining existing B2B customers.
• Demonstrated experience with renewals, upselling, cross-selling, or expansion of existing accounts.
• Experience conducting account reviews, QBRs, and executive-level client meetings.
• Strong commercial experience with account plans, pipelines, forecasts, and/or revenue-growth objectives.
• Ability to identify customer needs and translate business needs into appropriate client solutions or opportunities.
• Ability to partner effectively with Operations and other internal teams without owning day-to-day service delivery.
• Experience using CRM and account-management tools with a high level of accuracy and attention to detail.
• Proficient in MS Office, particularly Outlook, Excel, and PowerPoint.
• Detail-oriented with strong analytical, organizational, communication, and problem-solving skills.
• Ability to work in person in the New York City headquarters offices and travel based on business needs.

Preferred Experience:

• Experience in recurring revenue, managed services, technology, workplace services, professional services, BPO, staffing, facilities, or other B2B service environments.
• Experience managing multi-site, enterprise, or Fortune 500 clients.
• Experience working with Procurement, Operations, Facilities, HR, Real Estate, IT, Finance, or other business stakeholders.
• Experience managing complex client relationships involving multiple locations, service lines, departments, or stakeholder groups.
• Demonstrated ability to quantify retention, renewal, upsell, cross-sell, or account-growth results.
• Experience preparing business reviews, executive presentations, account plans, and commercial forecasts.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry objects.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Able to speak, hear and communicate in person and virtually.
• Able to work on/off site and in a professional office or client environment.
• Must be able to handle conflict and work under deadlines/business demands.
• Manual dexterity required for operating office machinery (computer, printer, copiers and other essential business equipment needed to complete job duties).
• Physically able to talk on the phone and input data simultaneously on a computer.
• Ability to lift or move office materials or equipment as needed.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to distinguish differences in color when required by job duties.
• The physical demands described are representative of those that must be met to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel: Some travel is required for this position. Approximately up to 25% based on business needs.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.