Senior Client Success Manager

The Senior Client Success Manager is a strategic leadership role responsible for owning high-value client relationships while also managing internal SOCSoter sales and process team members. This role ensures client retention, expansion, operational alignment, and cross-department execution. 

This individual serves as both a trusted advisor to clients and a leader within SOCSoter, driving accountability, process improvement, and performance across the client lifecycle. The ideal candidate is relationship-driven, operationally strong, and passionate about building scalable success systems. 

Key Responsibilities 

Client Leadership 

• Own and manage a portfolio of strategic client accounts 
• Serve as executive-level client contact and trusted advisor 
• Drive renewals, retention, and expansion opportunities 
• Lead quarterly business reviews and strategic planning meetings 
• Develop and execute measurable client success plans 
• Monitor account health, engagement, and performance metrics 
• Identify risks early and proactively manage escalations 
• Advocate internally for client needs and priorities 

Internal Team Leadership 

• Manage SOCSoter Sales & Internal Processes team members 
• Establish accountability frameworks and performance standards 
• Improve internal workflows tied to onboarding, renewals, and service delivery 
• Align cross-functional teams around client success outcomes 
• Support training and professional development of team members 
• Drive continuous improvement in client lifecycle processes 

Operational Excellence 

• Ensure successful onboarding and adoption of services 
• Maintain accurate CRM and client documentation 
• Track KPIs related to retention and satisfaction 
• Partner with leadership on scaling client success strategy 
• Standardize internal communication and execution models 

Required Qualifications 

• 5+ years experience in client success, account management, or customer success 
• Prior leadership or team management experience 
• Experience managing enterprise or strategic accounts 
• Strong executive communication and presence 
• Proven success in retention and revenue expansion 
• Exceptional problem-solving and conflict resolution skills 
• Ability to manage multiple priorities in a fast-paced environment 
• Data-driven decision-making mindset 

Preferred Qualifications 

• Experience in cybersecurity, compliance, or managed services 
• Familiarity with SaaS or recurring revenue business models 
• CRM proficiency (HubSpot, Salesforce, or equivalent) 
• Project or operations management experience 

Key Performance Indicators 

• Client retention rate 
• Net revenue retention / expansion 
• Client satisfaction scores 
• Renewal performance 
• Internal process efficiency metrics 
• Team performance and development benchmarks 

What Success Looks Like 

• Clients view SOCSoter as a strategic partner 
• Renewals are predictable and proactive 
• Risks are identified early and resolved quickly 
• Internal teams operate with clarity and accountability 
• Scalable processes support growth without sacrificing service quality