Sr Manager Client Success

Job Title: Sr. Manager Client Success

Location: Tulsa, OK - On-Site

Pay: $80,000 - $100,000 / year

Type: Direct Hire

Benefits: Dental, Vision, Medical, 401(k)

POSITION SUMMARY

As the Senior Manager of Account Services, you will play a pivotal role in shaping and executing the customer engagement strategy across the entire lifecycle—from onboarding and implementation to long-term relationship management. This role requires a strategic leader with a strong operational mindset, proven people management skills, and a passion for delivering exceptional customer outcomes. You will lead multiple teams and collaborate cross-functionally to ensure scalable, high-impact service delivery that drives retention, satisfaction, and growth.

RESPONSIBILITIES

• Establish and continuously refine customer service standards and operational best practices aligned with organizational goals.
• Oversee analysis of customer feedback and satisfaction metrics to identify trends and implement targeted improvement strategies.
• Lead organization-wide initiatives to enhance the end-to-end customer experience and increase customer lifetime value.
• Drive the development and execution of comprehensive training and mentoring programs to elevate service excellence across all team levels.
• Direct the implementation process for new customers, ensuring solutions are delivered on time, within scope, and in adherence to quality benchmarks.
• Serve as a key liaison between Sales, Implementation, and Account Management teams to ensure seamless transitions and handoffs throughout the customer journey.
• Monitor and optimize implementation workflows and post-sale service models for efficiency, scalability, and client satisfaction.
• Collaborate with internal departments (e.g., Development, Finance, Operations) to proactively resolve challenges and drive continuous process improvements.
• Champion internal communication to ensure customer needs are clearly understood and addressed across departments throughout the customer lifecycle.
• Provide executive oversight of key accounts to ensure customer retention, satisfaction, and proactive relationship management.
• Act as an executive escalation point for strategic clients, fostering trust-based relationships and aligning services with evolving business needs.
• Enable your teams to identify and act on upselling and cross-selling opportunities, working closely with Sales to support revenue growth initiatives.
• Develop, refine, and evaluate department metrics and performance, identifying trends and opportunities and reporting to senior leadership.
• Coach, develop, and empower leaders for effective leadership, aligning reporting teams to broader organizational vision, goals, and strategy while building a culture of accountability and growth.
• Other duties as assigned.

REQUIRED QUALIFICATIONS AND SKILLS

Experience:

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA or advanced degree preferred.
• 7+ years of industry experience with proven success in customer experience management, preferably in a professional services environment.
• Minimum of 3 years in a leadership or senior management capacity.
• Proven ability to lead, coach, and develop high-performing, cross-functional teams.
• Demonstrated success in designing and executing customer service strategies that drive retention, satisfaction, and revenue growth.
• Comfortable managing executive-level customer relationships and acting as a senior point of escalation.
• Strong project management skills with a track record of delivering complex, cross-functional initiatives on time and within scope.
• Proficiency in Microsoft Office Suite, Adobe Acrobat/PDFs, scanning, and CRM software or other relevant tools.

Other Skills Required:

• Adaptability – Able to adjust to changing priorities in a fast-paced environment.
• Customer Service – Customer-focused mindset with a drive to deliver exceptional service.
• Communication – Clear and concise verbal and written communication skills.
• Detail-Oriented – Attentive to the small but critical aspects of work.
• Organized – Ability to work methodically and efficiently.
• Low Ego – Receptive to feedback and open to personal growth.
• Presentation Skills – Able to present ideas clearly to groups.
• Relationship Building – Skilled at developing trust and rapport.
• Data-Driven Decision Making – Comfortable interpreting metrics to drive strategic choices.
• Sales Ability – Able to influence and persuade toward adoption of services or ideas.
• Self-Confidence – Comfortable making decisions independently.
• Leadership Skills – Inspires others, demonstrates integrity, and aligns team efforts with strategic objectives.

WORK ENVIRONMENT

• Primarily based in a professional office setting.
• Utilizes standard office equipment such as computers, phones, photocopiers, and filing systems.
• Expected to maintain confidentiality in accordance with applicable policies and standards.
• Regular, reliable attendance and punctuality required.
• Travel: Up to 10%.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request. 

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