Client Success & Strategy Manager

POSITION SUMMARY: 

The Client Success & Strategy Manager (CSSM) is a key partner to the Chief Client Officer (CCO), responsible for driving operational excellence, strategic initiatives, and cross-functional alignment within the client success organization. This role combines high-level planning, execution of critical projects, and operational oversight to ensure the delivery of exceptional client experiences and organizational growth. 

KEY RESPONSIBILITIES: 

Project Management: 

• Lead cross-functional projects to enhance client satisfaction, streamline operations, and optimize service delivery.
• Define project scopes, goals, and deliverables with stakeholders, ensuring timely completion and adherence to budgets.
• Develop detailed project plans, track progress, and manage risks to achieve successful outcomes. 

Strategic Alignment and Execution: 

• Partner with leadership and cross-functional teams to align client operations priorities with organizational objectives. 
• Collaborate with the CCO to implement strategies that drive client success and organizational growth.
• Oversee the execution of initiatives that support client-focused goals and objectives. 
• Prepare reports, presentations, and analyses for executive meetings and client reviews. 

Operational Excellence: 

• Drive initiatives to improve client satisfaction, retention, and overall experience. 
• Work with the Director of Business Processes to evaluate and refine client-facing workflows for efficiency and alignment with client needs. 
• Analyze client satisfaction metrics to identify trends and opportunities for improvement. 
• Champion a culture of client-centricity, ensuring every project prioritizes client needs and long-term value. 
• Maintain compliance with internal policies and external regulations in all client-facing operations. 

 Client-Centric Collaboration and Marketing Alignment: 

• Liaise with client services and marketing teams to ensure initiatives address client needs and priorities. 
• Provide actionable insights to inform marketing campaigns, educational content, and engagement strategies. 
• Partner with marketing to create programs, resources, and communication tools that enhance the client journey and foster loyalty. 

Team Collaboration and Communication: 

• Facilitate meetings, strategic planning sessions, and workshops to promote collaboration and innovation. 
• Build and maintain relationships with internal and external stakeholders to advance organizational goals. 

 Leadership & Support: 

• Lead special initiatives or pilot programs to test and refine client service models or operational strategies. 
• Mentor and coach team members to foster a culture of growth, accountability, and excellence. 

 REQUIRED QUALIFICATIONS/EDUCATION, SKILLS AND/OR EXPERIENCE: 

• Bachelor’s degree in Business, Operations, or a related field (Master’s a plus). 
• 5 years of experience in roles combining strategic planning, operations, and project management. 
• Demonstrated ability to lead cross-functional teams and manage complex projects. 
• Strong analytical and problem-solving skills, with experience interpreting data to make informed decisions.
• Excellent communication, presentation, and interpersonal skills. 
• Proficiency in project management tools and methodologies (i.e., Agile, Scrum, or PMP certification a plus). 
• Demonstrated ability to excel in fast-paced, high-stakes environments with a service-oriented mindset, combining attention to detail, results-driven focus, and a commitment to fostering teamwork and diplomacy. 

 PHYSICAL DEMANDS: 

This position requires the ability to stand, walk, sit, use hand, reach, and communicate effectively.  Vision requirements include close vision, color vision, and the ability to adjust focus. Travel, including air travel, may occasionally be necessary. 

WORK ENVIRONMENT AND ENVIRONMENTAL CONDITIONS: 

The work environment characteristics described herein are representative of those and employee encounters whilst performing the essential functions of this job.  Reasonable accommodation is provided to enable individuals with disabilities to perform essential job functions.