Client Success Manager

Strategic Leader driving growth & profitability at IsI Enterprises

About ISI Enterprises

At ISI Enterprises (Industrial Security Integrators, LLC), we help organizations navigate the complex world of industrial security and federal compliance with confidence. Our Managed Security Services (MSS) division supports thousands of Department of Defense and Intelligence Community contractors through outsourced FSO and clearance management services, helping them remain compliant and mission‑ready.

With more than 1,000 active client relationships nationwide
, ISI is a trusted partner across the defense industrial base. Our team is committed to excellence, integrity, and proactive service in every client interaction.

Position Overview

The Client Success Manager will play a critical role in ensuring the continuity and retention of ISI’s Managed Security Services client base.

This individual will lead renewal conversations, manage contract extensions and updates, and strengthen client relationships through professional, trust‑based communication. They will serve as a renewal expert — understanding contract terms, pricing structures, and the scope of ISI’s services — while providing clients with clarity, confidence, and value in continuing their engagement.

This role is ideal for someone who is client‑service driven
, organized
, and comfortable leading renewal discussions that blend administrative precision with relationship‑building.

Key Responsibilities

• Manage the renewal process for a large portfolio of ISI’s Managed Security Services clients, representing approximately 80% of the active client base.
• Proactively track upcoming contract expirations and engage clients well ahead of renewal deadlines.
• Prepare renewal documentation, review terms and pricing, and coordinate signatures and approvals.
• Conduct renewal‑focused client calls to discuss service continuity, pricing, and any changes to scope or structure.
• Partner with leadership to recommend and implement renewal strategies that maximize retention.
• Maintain meticulous records of all renewal activity, communications, and outcomes in ISI’s CRM and contract systems.

• Build rapport and credibility with clients through professional, knowledgeable, and responsive communication.
• Conduct video or conference calls with clients to explain renewal details, clarify contract terms, and address service questions.
• Develop a working understanding of ISI’s Managed Security Services
  , including Outsourced FSO support, Clearance Management, and Compliance Advisory.
• Help clients appreciate the ongoing value, protection, and risk reduction ISI provides through its services.
• Identify opportunities to enhance the client experience and communicate feedback to leadership.

• Work closely with Operations, Finance, and MSS leadership to ensure accurate billing and smooth contract transitions.
• Partner with the Client Success and Service Delivery teams to ensure clients’ operational questions or concerns are addressed promptly.
• Support the standardization of renewal processes, templates, and workflows to improve efficiency and client satisfaction.
• Track metrics related to renewal rate, cycle time, and client feedback for leadership reporting.

Qualifications

• Bachelor’s degree preferred, or equivalent professional experience in client relations, renewals, or account coordination.
• 3–7 years of experience in renewals, client account coordination, or customer success (B2B or government contracting environment preferred).
• Strong understanding of contract language, pricing discussions, and negotiation fundamentals
  .
• Excellent verbal and written communication skills; able to communicate clearly and professionally with executives.
• Highly organized and detail‑oriented, capable of managing a high volume of renewals simultaneously.
• Customer‑service mindset with strong interpersonal and relationship‑building skills.
• Willingness to develop expertise in industrial security and DCSA compliance
  .
• Proficiency with CRM or contract management tools.

Why Join ISI

• Work with a national leader in industrial security and compliance,…