Client Success Coordinator III
1 day ago
Las Vegas
Job Purpose: The Client Success Coordinator 3 is a senior-level, client-facing role responsible for leading high-value client relationships, driving strategic account outcomes, and mentoring client success team members. This role combines advanced relationship management with a deep understanding of business services to serve as a trusted advisor to clients and an internal advocate for their long-term success. The CSC 3 takes ownership of complex accounts, contributes to the client success strategy, and plays a critical role in client retention, revenue growth, and operational excellence. As a departmental leader, the CSC 3 also supports training, process innovation, and cross-functional collaboration to elevate the overall client experience. Key Responsibilities: Client Strategy & Executive Relationship Management • Serve as the primary strategic advisor for high-value and complex client accounts, ensuring alignment between client objectives and service delivery., • Foster executive-level client relationships, leading strategic planning, quarterly business reviews (QBRs), and success roadmap development., • Act as the final escalation point for critical client concerns, driving swift resolution and long-term trust., • Lead client communication strategy, ensuring consistent value delivery across multiple touchpoints and departments. Enterprise Client Coordination & Cross-Functional Leadership • Oversee end-to-end client journey for high-impact accounts, from onboarding through renewal and expansion., • Drive cross-functional collaboration across legal, finance, entity formation, and leadership to deliver integrated, client-centric solutions., • Serve as a project lead on complex accounts, coordinating multi-phase deliverables and timelines to ensure superior execution. Client Portfolio Growth & Strategic Insights • Develop and present customized reports and insights on client activity, trends, and engagement to support retention, upsell, and cross-sell initiatives., • Identify strategic growth opportunities within the client base and partner with sales, marketing, or leadership to drive expansion., • Track and report on key performance indicators (KPIs) for top-tier accounts, aligning internal teams on client impact and success. Advanced Knowledge Leadership & Client Advisory • Serve as a subject matter expert in core business service areas (asset protection, entity formation, estate planning, etc.)., • Provide advanced advisory support and coordinate expert input where necessary to support strategic client planning., • Lead internal and external education efforts, including documentation and tailored client materials. Process Optimization & Departmental Innovation • Identify gaps and lead initiatives to enhance processes, systems, and communication strategies within the Client Success department., • Collaborate with leadership to shape client success methodologies, SOPs, and performance tools., • Champion the adoption of best practices and drive continuous improvement based on client feedback and market trends. Team Leadership, Coaching & Development • Mentor and train CSC Level 1 and 2 team members, providing coaching, guidance, and knowledge sharing., • Support onboarding of new team members and lead by example in professionalism, communication, and strategic thinking., • Contribute to departmental planning, peer reviews, and the development of internal tools and resources. Organizational Contribution & Strategic Alignment • Participate in strategic planning sessions, providing client-driven insights to influence company priorities., • Represent Client Success in cross-functional initiatives aimed at improving service delivery and operational excellence., • Assist with special projects and other leadership-assigned responsibilities that support the broader goals of the organization. Required Qualifications: • 5+ years in client success, account management, or similar roles in professional or B2B environments., • Proven success managing high-value accounts, resolving complex issues, and driving retention and growth., • Experience developing client strategies, success plans, and expansion initiatives., • Proficiency with CRM and collaboration tools (e.g., Salesforce, HubSpot)., • Strong executive communication and presentation skills., • Excellent organization and ability to manage complex, multi-stakeholder accounts., • High attention to detail, especially in regulated environments., • Experience mentoring team members and improving processes., • Ability to build long-term client relationships and act as a trusted advisor., • Adaptable and solutions-oriented in fast-paced environments., • Knowledge of business services (asset protection, entity formation, tax, estate planning). Preferred Qualifications: • Bachelor’s degree (Master’s or certifications preferred)., • 5–7 years of experience, including 3+ years in senior client success or account management roles., • Certifications in Client Success or Account Management (e.g., CCSM, SAMA)., • Experience in regulated industries (financial, legal, consulting)., • Strong knowledge of business services and advisory practices., • Proven success improving retention, satisfaction, and expansion., • Experience leading cross-functional initiatives and scalable programs., • Strong business acumen and strategic thinking., • Experience mentoring or contributing to training programs. Performance Metrics: Client Satisfaction, Retention & Growth • Maintains high client satisfaction through measurable outcomes such as Net Promoter Score (NPS), qualitative client feedback, and renewal rates, with a focus on high-value or complex accounts., • Drives long-term retention and expansion of strategic accounts, including successful renewal negotiations, client advocacy creation, and referral generation., • Successfully navigates escalations with minimal leadership intervention, demonstrating ownership of client sentiment and resolution., • Leads Quarterly Business Reviews (QBRs) and exec-level engagements that reinforce client value and deepen strategic relationships. Strategic Account Performance & Revenue Impact • Oversees holistic portfolio health, including deep tracking of success plans, engagement metrics, and client lifecycle milestones., • Identifies and executes on upsell, cross-sell, and expansion opportunities, contributing directly to team or departmental revenue targets., • Provides strategic insight and consultative guidance that improves client outcomes and positions the company as a trusted advisor., • Collaborates with Sales and Product teams to align client feedback with business offerings and shape service roadmap improvements. Operational Efficiency & Scalable Service Delivery • Consistently exceeds internal KPIs for task execution, account management cadence, and service timeliness — especially across complex, multi-product clients., • Improves and streamlines workflows, onboarding processes, and playbooks to increase team efficiency and service consistency., • Manages high account volume and complexity with minimal oversight while ensuring accuracy, timely follow-ups, and operational clarity. Leadership in Communication & Collaboration • Leads client-facing presentations, strategic planning calls, and cross-functional alignment efforts, acting as a central point of influence., • Coaches junior CSCs or new hires on effective communication practices and provides guidance on managing client challenges., • Demonstrates proactive communication in CRM tools, account documentation, and internal knowledge transfers, ensuring team visibility and continuity. Thought Leadership & Professional Development • Demonstrates expert-level knowledge of service areas such as asset protection, entity formation, estate planning, and other advisory topics., • Contributes to internal enablement through mentoring, creating knowledge assets, or leading peer sessions on client success strategies., • Actively pursues advanced certifications, leadership courses, or industry involvement that enhance strategic client advisory capabilities and domain credibility.