About the Role

The Senior Manager Client Success is responsible for the day-to-day execution of the Client Success function, ensuring consistent delivery across onboarding, client management, and lifecycle workflows.

This role translates strategy into execution by managing the CSM team, implementing processes in HubSpot, and building the operational foundation required to scale.

Key Responsibilities

1. Team Management & Execution

· Directly manage and coach Client Success Specialists

· Oversee day-to-day client activity across onboarding, engagement, and issue resolution

· Ensure consistent execution of processes and adherence to standards

2. Client Lifecycle Execution

· Operationalize the client lifecycle (Onboarding, Adoption, and strategize with Director of CS on Growth)

· Ensure clients progress through lifecycle stages based on defined criteria

· Identify risks across the portfolio and ensure proactive intervention

3. HubSpot & Systems Ownership

· Own HubSpot for Client Success (post sales service structure, workflows, dashboards)

· Build and maintain lifecycle automation in partnership with Client Lifecyle & Enablement Specialist

· Ensure data accuracy and visibility across client activity

4. Performance Monitoring & Reporting

· Track key metrics across the client base: Onboarding progress, Engagement and adoption, At-risk clients, Expansion signals

· Provide weekly operational insights to Director and VP

· Align CSM individual OKRs and track progress with team members

5. Process Development & Scale

· Refine playbooks for onboarding, client management, and escalation handling and identify new playbooks needed

· Reduce reliance on manual processes and individual knowledge

· Pilot new workflows with smaller client segments before scaling book of business.

6. Escalation Management

· Serve as first point of escalation for client issues

· Support CSMs in resolving complex client situations

· Escalate strategically to Director when needed

Qualifications

• 6+ years of experience in a client facing role, preferably within SaaS, digital marketing, lead generation, or B2B services.

• Strong understanding of campaign-based delivery models, lead quality concepts, and performance tracking.

• Clear and confident verbal and written communication skills.

• Strong problem-solving mindset with the ability to manage multiple clients and priorities simultaneously.

• Comfortable working with CRMs, reporting tools, and internal documentation systems.

• Highly organized, detail oriented, and accountable in follow through.