Position Overview: The Client Success Lead will play a critical role in ensuring the long-term success and satisfaction of our clients. This position is responsible for managing client relationships from onboarding through renewal, acting as a trusted advisor who understands their goals, challenges, and industry landscape. The Client Success Lead will collaborate with internal teams to deliver tailored solutions, address concerns, and ensure the highest level of service delivery. By combining strategic account management with hands-on support, the role focuses on maximizing client value, driving retention, and identifying opportunities for expansion.
Key Responsibilities
- Serve as the primary point of contact for assigned clients, maintaining strong and productive relationships at all levels of their organization.
- Lead client onboarding processes, ensuring a smooth transition from sales to operations and establishing clear expectations and success metrics.
- Monitor client performance against agreed KPIs, proactively identifying risks, and implementing strategies to address them.
- Facilitate regular check-ins, business reviews, and strategic planning sessions with clients to align on goals and outcomes.
- Act as an escalation point for client concerns, working cross-functionally with operations, product, and support teams to ensure timely resolution.
- Collaborate with internal stakeholders to improve service delivery, streamline processes, and enhance the client experience.
- Analyze client feedback and industry trends to recommend product enhancements or new solutions that drive additional value.
- Develop and mentor client success team members, fostering a culture of accountability, empathy, and results-driven performance.
- Track and report on client health scores, renewal forecasts, and overall portfolio performance to senior leadership.
Qualifications
- Minimum of 4 years of experience in client success, account management, or a similar customer-facing leadership role.
- Proven track record of managing strategic client relationships, resolving complex issues, and driving customer retention.
- Strong leadership skills with the ability to coach, mentor, and motivate teams.
- Excellent communication, negotiation, and presentation skills.
- Proficient in CRM systems and customer success platforms, with strong analytical and problem-solving abilities.
- Ability to work in a fast-paced environment, manage multiple priorities, and make data-driven decisions.
- Willing to work U.S. hours
Key Competencies
- Client-focused mindset with a commitment to delivering measurable value.
- Strategic thinking paired with operational execution skills.
- High emotional intelligence, empathy, and relationship-building abilities.
- Resilience and adaptability in managing changing priorities and challenges.
- Strong business acumen and understanding of client industries.
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.