Senior Client Success Leader (Remote)

Headquarters Careers at Servpro Industries, LLC. Current job opportunities are posted here as they become available. Excellent health benefits plan, which includes medical, vision and dental options 401(k) with company match Generous paid time-off and paid holidays Paid parental leave 2 free on-site fitness rooms Employee Assistance Program Employee Resource Groups Personal and professional development program Job Summary The Client Success Supervisor oversees a team of Client Success Specialists and Client Success Representatives within the National Accounts Division, ensuring consistent execution of client success strategies, service standards, and program administration. This role is responsible for driving quality, consistency, and accountability across client-facing work, including success planning, business reviews, and professional communication. The Client Success Supervisor provides day-to-day leadership, coaching, and escalation support, while coordinating with cross-functional partners to address risks, resolve issues, and support positive client outcomes. You will Lead, coach, and develop Client Success Specialists and Client Success Representatives, setting clear expectations for performance, accountability, and professional conduct. Provide ongoing coaching, feedback, and performance guidance related to client communication, issue management, and presentation standards. Review written client communications, presentations, and executive-level materials to ensure accuracy, clarity, consistency, and professionalism. Address escalated client or performance issues and leverage them as development and training opportunities for team members. Foster a culture of continuous improvement, collaboration, and client-centric decision-making. Client Success Execution & Quality Oversight Ensure assigned Tier 1 and Tier 2 accounts are supported by active and measurable success plans aligned with client objectives. Oversee the quality, consistency, and effectiveness of Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and other executive-level deliverables. Partner with Client Success Specialists to ensure timely issue resolution, proactive risk identification, and strong client engagement. Monitor team workload, capacity, and execution to ensure commitments are met and service standards are maintained. Coach team members on presentation development, executive storytelling, and delivery techniques for client-facing interactions. Reinforce established standards for written correspondence, reporting, and external messaging. Participate in, observe, and occasionally lead client-facing meetings or presentations to support team development and client confidence. Translate performance insights and operational data into clear, professional messaging for both internal and external stakeholders. Cross-Functional Collaboration & Alignment Coordinate with Operations, Customer Care, Quality, and other internal partners to resolve systemic issues impacting client success. Ensure consistent messaging and alignment across Client Success Specialists, Client Success Representatives, and support teams. Support onboarding and implementation efforts in partnership with contracting and onboarding or implementation roles to ensure smooth program launches. Escalate trends, risks, and improvement opportunities to leadership with clear context and recommendations. You have 3+ years of experience in Customer Success, Program Management, Account Management, Operations, or a related client-facing role. 1-2+ years of experience in a supervisory, lead, or people‑management capacity. Demonstrated ability to coach and develop employees supporting complex or high‑visibility accounts. Strong understanding of customer success principles, service delivery metrics, and client engagement best practices. Advanced proficiency in PowerPoint, including creation and review of executive-level presentation materials. Exceptional written and verbal communication skills, with confidence supporting stakeholder-facing interactions. Ability to evaluate performance data, identify trends, and guide corrective or improvement actions. Strong organizational skills with the ability to manage multiple priorities in a fast‑paced, evolving environment. High degree of professionalism, sound judgment, and comfort handling escalated or sensitive situations. This position is open to candidates residing in select states, including AL, AK, AZ, AR, FL, GA, ID, IN, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, NH, NM, NC, ND, OK, PA, SC, SD, TN, TX, UT, VA, WV, WI, and WY , subject to applicable state and local laws. Education Bachelor’s degree in Business, Communications, or related field. Working Conditions Fast‑paced high‑pressure remote environment. Standard working hours, based on a 40‑hour work week. Additional working hours required as needed to complete assignments and projects on schedule Minimal travel as required for business needs. This role is primarily remote and may require intermittent travel to the office to attend business‑related meetings as needed. About SERVPRO For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together. SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status. #J-18808-Ljbffr SERVPRO of Manchester/Mansfield