Client Success Manager

Overview

We’re hiring a Client Success Manager (CSM) to own and evolve our Client Success Program and serve as the primary post-placement relationship partner for our clients. This role is responsible for ensuring clients receive maximum value from our consulting and staffing services while proactively driving client satisfaction, repeat business, expansion, and referrals.

The CSM acts as a trusted advisor and long-term partner, not just a point of contact. You’ll work closely with clients and internal teams to ensure placements are successful, feedback is captured and acted on, and future opportunities are identified well before an engagement ends.

This role blends relationship management, revenue growth, program execution, and data-driven accountability.

• Build and maintain strong client relationships post-placement
• Drive client retention, repeat engagements, and expansion revenue
• Turn satisfied clients into active referral partners
• Ensure consistent quality assurance and feedback loops
• Position our firm as a long-term strategic partner - not a one-time vendor

• Continuously evaluate and refine the Client Success Program (CSP) to ensure it meets business objectives and operates efficiently at scale
• Own the strategy and execution for tracking CSP performance, ensuring outcomes are measurable, actionable, and easy to manage
• Maintain full accountability for the success of the CSP, proactively identifying opportunities for improvement and driving ongoing program optimization

• Lead post-placement CSP onboarding for clients, aligning expectations on timelines, deliverables, communication preferences, and success criteria
• Deliver “Welcome to Client Services” materials and explain the Client Success Program
• Introduce referral incentives and outline ongoing engagement touchpoints
• Serve as the ongoing CSM throughout the engagement

• Conduct scheduled check-ins with Account Managers on current client accounts
• Administer quality and performance surveys to assess consultant effectiveness
• Proactively identify and work with Account Managers to resolve concerns before they escalate
• Share actionable feedback internally to support consultant coaching and process improvement
• Ensure smooth handoffs when consultants approach the end of a placement

• Own the client feedback lifecycle, including post-project surveys and NPS
• Track and analyze satisfaction metrics (CSAT, NPS, survey response rates)
• Use insights to improve service delivery and client experience
• Identify clients with high referral and expansion potential based on engagement and satisfaction

• Track upcoming client initiatives including HRIS roadmaps, HR projects and HR AI Transformation initiatives we can support
• Recommend consultants for future projects and additional service areas
• Drive repeat engagements by keeping clients warm between projects
• Reduce time between engagements by proactively identifying new opportunities

• Build, manage, and scale a structured client referral program
• Identify clients most likely to refer based on satisfaction and engagement data
• Incorporate referral asks into end-of-project conversations, check-ins, and newsletters
• Provide referral-ready content (email templates, talking points, shareable resources)
• Manage referral incentives including recognition, exclusive resources, professional development, events, and charitable giving options
• Track referral participation, conversion rates, and revenue impact

• Coordinate client-only resources such as industry insights, HRIS checklists, and best-practice guides
• Partner on targeted newsletters and client spotlights
• Invite and engage clients in webinars, conferences, and appreciation events
• Foster a sense of long-term partnership and community

• Track and report on key Client Success KPIs, including:
• Client satisfaction (CSAT, NPS)
• Check-in completion and survey response rates
• Repeat business and expansion revenue
• Referral…