Senior Client Success Manager

Senior Client Success Manager We are looking for a full-time, remote Senior Client Success Manager with 7+ years of experience working in a software, technical recruiting, or technical outsourcing client services role. This role combines client advocacy with revenue responsibilities, focusing on retention and growth within existing client accounts.
This individual will build loyalty and long-term engagement with our clients driving strategy and execution within client retention programs, account reviews, health checks, cross-sales, issue resolution, interview management, KPI tracking and administration, and more.
Reporting to the Head of Client Success, you will advocate for the client across all of Velozient and will play an integral role in our service delivery team.
Responsibilities
Develop strong client relationships built on high responsiveness and advocacy
Serve as the primary owner of account growth plans, including retention, expansion, and long-term account value
Identify and close new sales opportunities within existing accounts, build job descriptions when necessary, and kick off new job recruiting efforts
Plan and execute successful client retention programs that drive loyalty and satisfaction measured by NPS and CSAT respectively
Review and submit candidates for open client jobs
Coordinate candidate interviews and gather feedback communicating next steps within the People Success (a.k.a., recruiting) and Account Management teams
Collaborate with account managers on key account activity
Conduct client onboarding sessions
Perform periodic health checks and ensure new resources are onboarded successfully with the client
Collaborate with People Success in investigating and resolving resource issues
Provide needed service information to clients including resource holiday calendars and answer general client inquiries
Coordinate and contribute to annual account review preparation and execution
Exhibit high integrity, a self-starter approach, and commitment to owning work outcomes
Required Experience
Excellent English verbal and written communication skills with the ability to lead executive-level conversations
7+ years of experience in Client Success, Account Management, Client Services, or a related customer-facing role within recruiting, staffing, SaaS, or professional services environments focused on software/technology
Understanding of software development lifecycle (SDLC) process and related technical roles
Proven ability to build and maintain long-term, trusted client relationships across multiple stakeholder levels, including senior leadership
Proven experience growing revenue within existing client accounts through cross selling or account expansion
Strong background conducting client onboarding, health checks, and business reviews to ensure successful outcomes and long-term engagement
Experience collaborating closely with Sales, Recruiting/Delivery, Operations, and Finance teams to drive client success and account growth
Data-driven approach to managing accounts, including tracking KPIs, NPS, CSAT, retention, hiring velocity, and revenue growth
Comfort managing complex client environments, navigating change, resolving issues, and balancing client advocacy with business objectives
Strong, innate desire to advocate for the client
Strong organizational skills, accountability, attention to detail, and multi-tasking background
Proficiency with Microsoft Office Suite (i.e., Outlook, Excel, Word, and PowerPoint)
Self-motivated, results-oriented, accountable, and trustworthy
Preferred Experience
Bachelor's degree in business, marketing, computer science, or a related field
Experience selling IT, software development, or outsourcing services
Experience working with Applicant Tracking Systems (ATS) and Customer Relationship Management (CRM) systems
Additional Information
Enjoy a fun, fast-growing entrepreneurial company, and work with smart and creative people
Be part of a highly collaborative learning culture - share knowledge, be inclusive, learn and grow together. Embrace teamwork
Knowing your ideas are heard and matter - think big
Making mistakes is human - lets learn from them - be transparent
We recognize you as an individual - no presumptions or judgment
15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
About Velozient
We are a privately held, nearshore software engineering company providing outsourced software resources to North American companies. Our mission is to offer engineering talent that enjoy taking on challenging work, want to grow their skills and experiences building and delivering software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team