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About the Role
The Client Success Manager is the dedicated point of accountability for a defined portfolio of WSG's client accounts. This person owns the client relationship end to end, serving as the primary contact, internal advocate, and ensuring every client feels like a partner. This is a proactive relationship management role with operational accountability.
Responsibilities
- Serve as the primary point of contact for a defined portfolio of client accounts.
- Lead weekly client touch-base meetings and contribute to quarterly and annual business reviews.
- Conduct in-person site visits, office visits, and new location onboardings as needed.
- Build trusted, long-term relationships with key client stakeholders.
- Provide clients with honest, proactive communication.
- Own SLA and KPI performance at the client level.
- Maintain visibility into each account's health between touchpoints.
- Track escalated issues from open to resolution.
- Flag at-risk accounts to the Senior Manager of Client Success.
- Serve as the internal liaison between the client and WSG departments.
- Push cross-functional counterparts to complete their work on behalf of the client.
- Coordinate rollouts, large-scale projects, and multi-department client initiatives.
- Manage client changes to third-party platforms.
- Maintain accurate client contact information, location data, and account records.
- Monitor recurring service WIN/LOSS tracking and manage RTS creation and resolution.
- Assist with missing POs, NTE issues, and invoice resolution.
- Monitor client-specific aging invoices and engage on behalf of Finance.
- Maintain and update client procedures, protocols, and department documentation.
- Monitor client email communications and route or respond to items requiring POC involvement.
- Deliver account-specific reporting to clients on a regular cadence.
- Ensure weekly field reporting and service channel updates are delivered accurately and on time.
- Prepare and present account overview materials for QBRs and strategic meetings.
- Participate in special projects or initiatives as assigned.
- Adapt to changing priorities to support department and organizational goals.
- Support cross-functional initiatives to improve processes, efficiency, or team outcomes.
Requirements
- 4 to 6 years of experience in account management, client success, or operations.
- Demonstrated ability to manage complex client relationships with multiple stakeholders.
- Comfortable navigating internal teams and holding counterparts accountable without direct authority.
- Proactive by nature — brings solutions, not just problems.
- Willingness to travel for client visits and new site onboardings as needed.
Skills
- Strong communicator — written, verbal, and in front of clients in person.
- Proficiency in CMMS platforms and third-party work order or client portals preferred.
Location
- North America
Work Type
- Full-time
Experience Level
- 4 to 6 years
About the Company
- W Services Group represents a team of subject matter experts in cleaning, construction, and emergency response services.
- Our quality focused employees and contract partners successfully develop, implement, and manage projects and programs for multi-site groups across North America.
- We have earned a reputation of being a high value provider and are best known for truly partnering with our clients in a highly collaborative environment.
- Our structure is designed around our clients and is focused on being highly collaborative through market teams across all departments.
- Our personnel are empowered to make decisions and resolve issues in order to achieve a high level of client satisfaction in a rapidly changing environment.
- We are founded on the principles of a family business environment where the standard is to care, listen, respect, and trust one another.
- We believe the successful growth of our company depends on the teamwork and commitment of our employees to deliver the best service and value for our customers.
Equal Opportunity
- W Services Group, LLC. provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, veteran status, genetic information, or any other characteristic protected by law.