Senior Manager, Client Success

Salary Range: $ To $ Annually

Job Title:

Senior Manager, Client Success

Reports to:

Director, Client Success and Energy Intelligence

The Senior Manager of Client Success is responsible for leading the day-to-day operations of the Client Success team while playing an expanded role in client relationship management, onboarding, and account growth. This position oversees the coordination, communication and interaction between Wyse and its clients, builds and nurtures strong relationships with senior client contacts, and partners with the Director of Client Success on strategic account planning and initiatives that improve the overall customer journey.

The Senior Manager is accountable for the development and effectiveness of the Client Success team, including coaching, appraisals and personal development, and uses data and insights to monitor client health, strengthen retention, and identify growth opportunities across the client portfolio.

• Manage the Client Success team and monitor their progression in meeting annual KPI’s, including oversight of coaching, appraisals and personal development.
• Empower direct reports to build strong relationships with client contacts to respond to day-to-day requests.
• Support recruitment, onboarding and training of team members, fostering a high-performance, client-focused culture.
• Client Relationship Management
• Build and maintain strong, positive relationships with senior client contacts and act as the primary escalation point for client inquiries, issues, and concerns.
• Conduct regular check-ins with key clients to understand their goals, challenges, and overall satisfaction.
• Support the Director, Client Success in managing executive-level relationships and strategic account plans for key clients.
• Act as a client advocate within the organization, ensuring that client feedback is heard and addressed.
• Oversee the day-to-day execution of the onboarding process for new clients, ensuring a smooth transition and successful enrolment onto Wyse systems.
• Develop and manage training programs and educational resources for Property Managers and Customers (Unit holders) to maximize their use of Wyse’s offerings.
• Develop communication material for customers and clients and coordinate the distribution of such material to improve overall client communication.
• Client Operations & Process Improvement
• Monitor the Wyse General Inquiries portal and assign inquiries for action to direct reports, ensuring resolution within defined SLA.
• Coordinate client needs and requests with Wyse’s internal departments (Billing, Finance, Sales, Operations, Legal, IT) to address client success inquiries, billing issues, rate enquiries, bulk bill requirements and regulatory questions.
• Identify and implement process improvement opportunities to streamline communication and workflows between customers, clients, and internal departments.
• Support the development of procedures and policies for the handling of client correspondence and client requests.
• Proactively identify potential problems and implement preventive measures.
• Reporting, Insights & Growth
• Utilize data and analytics to monitor client health, business and process metrics, client responsiveness and client satisfaction, and identify opportunities for improvement.
• Oversee the development of standard and ad-hoc reporting and analysis of client portfolios and prepare regular reports for clients and internal stakeholders.
• Provide support and direction on client presentations and annual/quarterly client reviews.
• Proactively manage the customer portfolio to drive product adoption and retention and identify upselling and cross-selling opportunities in partnership with the Director, Client Success and the Sales team.
• Other duties relevant to the position will be assigned as required.

• Minimum4-6 years of experience in success roles, with a strong focus on building customer, client, supplier and inter-department relationships.
• Minimum 5 years of experience leading or supervising a client success or client service team.
• Experience in Unit Sub-Metering or Utility Management highly preferred but not a must.
• Experienc…