The Client Services Manager (CSM) is the primary owner of the client relationship and is accountable for client retention, satisfaction, and commercial health across their assigned portfolio. The CSM ensures clients achieve their intended outcomes through Booth's managed solutions while protecting and improving gross margin performance, operational alignment, and long-term partnership growth. The CSM serves as the client's strategic partner and Booth's internal advocate, ensuring alignment between client expectations, operational delivery, and commercial objectives.
Core Accountability Areas
:
Client Relationship Ownersh
- ipMaintain trusted, executive-level client relationshi
- psAct as the primary escalation point for all client concer
- nsConduct regular client check-ins and business revie
- wsEnsure clear alignment of expectations, scope, and service delive
- ryDrive long-term client retention and partnership streng
thClient Engagement Score (CES) Ownersh
- ipMaintain and regularly update CES tracking for assigned clien
- tsIdentify early risk indicators and implement mitigation pla
- nsEnsure proactive engagement cadence aligned with CES framewo
- rkEscalate at-risk accounts internally and drive recovery pla
- nsMaintain accurate client health documentati
onClient Retention and Risk Manageme
- ntIdentify early warning indicators of potential churn or contracti
- onLead proactive retention planning and intervention strategi
- esPartner with leadership and operations to resolve retention ris
- ksProtect recurring revenue and maintain portfolio stabili
- tyExecute structured retention interventions when requir
edCommercial and Margin Ownersh
- ipMaintain awareness of account margin performan
- ceIdentify opportunities to improve commercial outcom
- esSupport contract renewals, amendments, and pricing alignme
- ntEnsure commercial sustainability of client engagemen
- tsPartner with leadership on strategic account planni
ngOnboarding and Transition Governan
- ceSupport onboarding governance aligned with Booth's onboarding framewo
- rkEnsure proper transition from Sales to Operatio
- nsConfirm alignment of scope, expectations, and service delive
- ryIdentify and resolve onboarding risks ear
- lyEnsure clients achieve initial success mileston
esOperational Alignment and Coordinati
- onPartner with Operations, Recruitment, HR, and Finance tea
- msEnsure alignment between contracted scope and operational delive
- ryResolve operational issues impacting client succe
- ssMaintain accurate CRM and client documentati
- onEnsure adherence to contractual obligations and SL
AsSuccess Measur
- esClient retention ra
- teClient Engagement Score (CES) performan
- cePortfolio gross margin heal
- thClient satisfaction and relationship streng
- thSuccessful onboarding and account stabilizati
- onReduction of at-risk accoun
- tsPortfolio stability and long-term client tenu
re
Requirements and Qualificati
- onsMinimum 5 years experience in client success, account management, or client operati
- onsStrong client relationship and communication ski
- llsStrong commercial awareness and business judgm
- entStrong problem-solving and decision-making capabil
- ityStrong organizational and prioritization ski
- llsAbility to manage multiple clients simultaneou
- slyExperience with CRM systems and structured account managem
- entLeadership mindset with ownership mental
- ityExperience in outsourcing, staffing, managed services, or BPO environments prefer
- redExperience managing client retention and account growth prefer
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