Client Success Manager

Job summary

The Client Success Supervisor acts as a driver to onboard and support initial onboarding, agreement execution, coordination of onboarding, training, implementation including integrations, fee structure set up, reporting communications, testing and periodic audit reviews to maximize customer satisfaction. This role requires strong communication, analytical skills, and a customer-centric mindset to build long-term loyalty for the company.

Duties and responsibilities include (but are not limited to):

Drive customer retention and growth:

• Support the development and implementation of strategies to ensure customer/lender/client satisfaction and success throughout the on-boarding lifecycle.

Manage client relationships and expectations:

• Serve as an escalation point for complex client issues and ensure their timely and effective resolution.
• Own relationships with key strategic or enterprise accounts and coordinate regular business reviews with key stakeholders.
• Maintain an expert-level knowledge of products and services to guide clients toward optimal solutions.

Improve processes and advocate for customers:

• Communicate client feedback and business requirements to internal teams, including product, marketing, and to inform escalations, strategy and improvements.
• Evaluate and refine existing customer success processes, procedures, and best practices to improve efficiency and effectiveness.

Report on team performance:

• Understand and maintain ability to track key performance indicators (KPIs) like title turn times, file conversions and delivery of final policy/aol.
• Create and deliver consistent reporting to senior management on onboarding status and customer health.

Experience/Skills/Education

• Proven experience as a client Success or implementation manager, account manager, or similar customer support role.
• Strong data analysis skills to interpret customer usage and health trends.
• Ability to learn new software quickly and guide others through technical processes.
• Exceptional communication and interpersonal skills for building strong client and team relationships.
• Excellent problem-solving and strategic thinking abilities.
• Superb organizational and project management skills to handle multiple priorities.

A bachelor's degree in business, Marketing, Communications, or a related field is typically required.

Shift - Night Shift