Senior Manager, Client Success

Summary

The primary responsibility of the Senior Manager, Client Success will be to help build and maintain a client-facing team, including organizational framework and supporting technologies that will on-board, train and support a growing network of trade vendors using Lessen's new SaaS field-management solution, Lessen Pro.  The Senior Manager, Client Success and their team will grow and maintain strong relationships with our users, ensuring their satisfaction and driving growth through cross-selling and upselling of additional services. The Senior Manager, Client Success will play a pivotal role in training vendors, providing support, and delivering exceptional client-facing service. The position reports to the Senior Director, Growth Initiatives.

What You'll Do:

Saas Implementation and Service

o    Software Implementation: Lead the execution of the overall strategy for Lessen's Vendor SaaS offering.

o    SaaS Client Experience: Lead the formation of the outward-facing customer success platform, including personnel, technologies, support streams, and frameworks.

o    Land and Expand: Assist in identification of opportunities to become the leader in this space and ensure revenue growth

o    Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and setting the stage for long-term success.

o    Solutions Management: Work closely with clients and vendors to understand their pain points and product growth opportunities

Relationship Management

o     Internal Management: Develop and maintain strong internal relationships, serving as a liaison between sales, client success, product development, and architecture to ensure alignment across teams.

o     Client Relationship Management: Develop and maintain strong relationships with clients, ensuring their needs are met and they are satisfied with our services.

o     Training and Support: Train vendors on our Saas platform and provide ongoing support to ensure they can effectively use our tools.

o     Cross-Selling and Upselling: Identify opportunities to cross-sell and upsell additional services to existing clients, driving revenue growth.

o     Service Excellence: Deliver excellent client service, addressing any issues promptly and effectively.

You Should Have

Professional Skills

·         Customer Service / Strategic Relationships

o     Proactively cultivates strategic relationships with key customers, serving as a senior point of contact to understand their evolving needs and ensure exceptional service delivery. Leads initiatives to enhance customer loyalty and advocacy, driving a customer-centric culture across the organization. Expertly manages and resolves complex customer escalations, leveraging insights to identify systemic issues and implement preventative solutions. Mentors and coaches team members on advanced customer relationship management and escalation handling strategies, fostering a high standard of customer interaction excellence.

Verbal Communication / Influence

o     Confidently and persuasively presents strategic information and recommendations to diverse audiences, including senior leadership and external stakeholders. Adeptly tailors communication style (e.g., executive briefings, strategic presentations, negotiations) to achieve desired outcomes. Facilitates high-level discussions and workshops, driving consensus and alignment on critical initiatives. Serves as a communication coach and mentor, elevating the presentation and facilitation skills of other leaders within the organization.

Strategic Communication

o     Develops and authors clear, concise, and impactful strategic communications, including executive summaries, comprehensive reports, and organizational updates. Effectively articulates complex information and strategic recommendations in written form for various internal and external audiences. Oversees the development of standardized communication templates and guidelines, ensuring consistency and clarity across the team.

Team Leadership and Development

o     Builds and leads high-performing teams, fostering a collaborative and results-oriented environment. Empowers team members and managers to achieve their full potential through strategic delegation, mentorship, and development opportunities. Champions team best practices and drives continuous improvement initiatives to enhance team effectiveness and efficiency. Inspires a shared vision and positive team culture, aligning team goals with broader organizational objectives.

People Management Skills

Strategic Talent Acquisition, Performance Optimization, and Total Rewards:

o    Develops and oversees strategic talent acquisition strategies to attract and retain high-caliber talent aligned with organizational growth objectives. Leads the implementation of comprehensive performance management frameworks that drive accountability, provide meaningful feedback, and foster continuous improvement across the team. Designs and champions competitive total rewards strategies that recognize performance, promote engagement, and align with market best practices. Ensures compliance with all relevant employment laws and regulations.

Organizational Design, Talent Development, and Strategic Resourcing:

o     Strategically designs and evolves organizational structures to optimize team performance and support future growth. Leads the development and execution of comprehensive talent development strategies, identifying critical skill gaps and implementing programs to build future leadership capabilities. Oversees strategic resourcing plans, ensuring the right talent is in the right roles at the right time to achieve business objectives.

Advanced Coaching and Leadership Development:

·         Serves as a strategic coach and mentor to managers and high-potential individual contributors, enabling them to maximize their leadership effectiveness and professional growth. Develops and implements coaching frameworks and best practices across the organization. Identifies and cultivates future leaders, contributing to the long-term talent pipeline of the company.

Strategic Team Engagement and Influence:

o   Creates and executes comprehensive team engagement strategies that foster a high­ performance culture, drive motivation, and enhance retention. Effectively communicates organizational vision, strategic priorities, and performance expectations to the team. Builds strong relationships and exerts influence across departments to drive alignment and collaboration on key initiatives. Proactively addresses team challenges and fosters a positive and inclusive work environment. Serves as a role model for effective leadership and communication.

Minimum Qualifications

Experience:

o     A minimum of 8+ years of progressive experience in client success or strategic account

management within a Saas environment, with a strong preference for deep expertise in the real estate and/or construction technology verticals. Demonstrated success in managing high-value client portfolios and driving significant client growth and retention.

Skills:

o   Exceptional executive-level client engagement and strategic relationship management capabilities, with a proven track record of building trust and rapport with senior stakeholders. Outstanding communication, presentation, and interpersonal skills,

including the ability to influence at all levels and negotiate complex agreements. Adept at developing and executing client success strategies that align with business objectives and deliver measurable results.

Management Experience:

o   A minimum of 8+ years of progressive leadership experience, including at least 5 years managing and developing teams of client success managers or account managers within a Saas organization, ideally within the real estate and/or construction technology sectors. Proven ability to build high-performing teams, establish clear performance metrics, and coach managers to achieve exceptional results. Experience in developing and implementing team strategies, processes, and training programs.

Technical Proficiency & Industry Acumen:

o    Deep understanding of Saas platforms and business models, coupled with significant knowledge of the residential repairs and maintenance industry landscape, including key trends, challenges, and opportunities. Ability to leverage technical understanding to drive strategic client solutions and contribute to product development insights. Familiarity with relevant CRM and client success management tools and technologies.

Additional Role-Specific Skills:

o   Computer skills: Proficient in Microsoft Word, Teams, Excel, PowerPoint and Outlook

o   Systems Experience: Salesforce 

Compensation:

- $100,000 - 120,000 annually

Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location. 

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keywords: client success, customer success, salesforce, SaaS, vendor SaaS, field SaaS