Senior Customer Success Manager (Remote)

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Early Applicant

Job Description

Key Responsibilities

Serve as one of the primary points of contact for assigned clients
Conduct regular client check-ins to gather feedback and assess engagement health
Monitor client satisfaction and identify areas for improvement proactively
Coordinate with recruitment, operations, and leadership teams regarding client concerns or staffing updates
Track employee performance feedback and escalate concerns when needed
Help ensure timely resolution of operational or service-related issues
Maintain client records, meeting notes, and engagement updates in internal trackers or CRM systems
Prepare simple reports on client feedback, retention risks, and engagement status
Support onboarding coordination for new clients and newly hired team members
Assist leadership in improving internal processes and customer experience initiatives
Follow up on pending action items and ensure commitments to clients are completed on time
Monitor overall engagement health including communication responsiveness, staffing stability, and client sentiment

Preferred Qualifications

Experience in customer service, account management, operations, or client success
Strong communication and relationship-building skills
Organized and detail-oriented with good follow-through
Comfortable handling client-facing conversations professionally
Familiarity with Google Workspace, Microsoft Office, or CRM tools
Experience in outsourcing, staffing, or BPO environment is a plus

Nice to Have