Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Senior Customer Success Manager role.

Rezi rewrites your resume against W Services Group LLC's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Senior Customer Success Manager posting at W Services Group LLC — free, in seconds.

About the Role

The Senior Client Success Manager leads WSG's team of POC Client Success Managers, providing first-line support for client accounts and escalations. This role involves managing the daily work of the CSM team, including coaching, account assignment, and performance review, while operating the POC Ops model to ensure tier-one clients have dedicated points of accountability. It is a hands-on, player-coach position for individuals comfortable with both direct account management and team development, reporting to the VP of Operations and serving as the primary voice on client health, risk, and service quality.

Responsibilities

Manage, coach, and develop the team of POC Client Success Managers.
Partner with HR and the VP of Operations on hiring and onboarding new CSMs.
Set clear day-to-day expectations, hold regular one-on-ones and performance reviews, and build coaching plans for each CSM.
Reinforce a team culture defined by proactive ownership, accountability, and client advocacy.
Serve as the first escalation point for any client issue a CSM cannot resolve independently, and coach the CSM through resolution.
Bring client success data and portfolio health updates to leadership meetings as requested.
Run the POC Ops operating model day to day, managing client assignments and workload balance across the team.
Recommend model improvements to the VP of Operations.
Maintain and improve the SOPs, playbooks, and client engagement frameworks the team uses daily.
Ensure CSMs apply SOPs, playbooks, and client engagement frameworks consistently.
Monitor SLA and KPI performance at the client level for proactive issue identification and resolution.
Coordinate with Sales Ops, Operations, Finance, IT, and Field teams to resolve account issues and ensure smooth cross-functional handoffs.
Support the pilot phase of the POC Ops rollout, tracking results and sharing findings with the VP of Operations.
Help CSMs prepare for and run QBRs and SBRs; attend directly for strategic or at-risk accounts.
Step in directly on escalations that need a higher level of involvement.
Bring in the VP of Operations when an issue requires executive attention.
Hold the team to a consistent standard for WSG's client communication, reporting, and engagement.
Build relationships with key client stakeholders across tier-one accounts.
Manage select accounts directly as needed.
Maintain the client health scorecard and team portfolio reporting for real-time visibility into account status, risk, and performance.
Deliver bi-weekly updates to the VP of Operations on at-risk accounts, open escalations, and team performance.
Track and report on client retention, escalation resolution time, SLA performance, and satisfaction metrics.
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

5 to 7 years of experience in client success, account management, or operations management.
Minimum 2 years leading a team, either as a people manager or a formal team lead.
Proven track record managing a portfolio of client accounts and resolving complex escalations.
Background in facility management, field services, or multi-site operations strongly preferred.
Strong communication skills — confident with enterprise client stakeholders and presenting to internal leadership.
Data-driven — uses performance metrics to coach the team and act early on account risk.
Experience working cross-functionally without direct authority over partner teams.
Proficiency in CMMS platforms, third-party work order systems, and reporting tools preferred.

Skills

Client Success Management
Account Management
Operations Management
Team Leadership
Coaching
Client Escalation Resolution
Process Improvement
SLA and KPI Monitoring
Cross-functional Collaboration
Data Analysis
Client Relationship Building
Reporting
CMMS Platforms
Third-party Work Order Systems
Reporting Tools

Experience Level

Senior
5-7 years
2+ years leadership experience

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.