The Client Success Manager leads a team of client specialists, driving excellent client experience, team performance, and key company priorities. Reporting to the Director of Client Success, this role owns team accountability, client satisfaction, and retention — building a culture of professionalism, empowerment, and continuous improvement.DISCLAIMER : PLEASE DO NOT APPLY TO THIS ROLE IF YOU DO NOT CALL CENTER MANAGEMENT EXPERIENCEKEY RESPONSIBILITIESTeam Leadership & DevelopmentLead, coach, and develop a team of client specialistsSet clear expectations and drive accountability through observations and performance managementBuild a culture of motivation, empowerment, and continuous improvementTrain agents and create development pathways that enable them to excelClient Experience & RetentionChampion an excellent client experience across every team interactionTake ownership of client issues and drive strategic, complete resolutionsBuild client loyalty and retention throughout the program lifecycleDevelop and implement service procedures that improve the client experience and drive revenuePerformance & ReportingDeliver and exceed performance goals and key metricsAnalyze data and evaluate results to build action plans for improvement or sustained performancePrepare and present biweekly team performance decks and participate in monthly and quarterly business reviewsMonitor schedules, resources, and operational priorities to maintain quality and efficiencyStrategy & Cross-Functional CollaborationDrive change and adaptability within the team with clarity and enthusiasmImplement strategic processes that improve service quality and support company prioritiesCollaborate with internal and external stakeholders at the director level and aboveSome travel may be required for in-person business meetingsREQUIRED QUALIFICATIONSProven experience as a customer service manager or team lead in a related fieldExperience with customer service software, CRM systems, and operational toolsExperience managing or working alongside BPO teams strongly preferredAbility to create and present executive-level performance updatesExperience leading remote teams across multiple time zonesStrategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environmentStrong written and verbal communication skills across all levels of the organizationBachelor's degree or related field preferred; relevant experience considered equally#J-18808-Ljbffr