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.

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.

• 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.