Client Success Manager

Senior-Level Client Success Manager

At Paradigm, we help colleges and universities issue and protect academic credentials through trusted paper and digital solutions that support registrar teams and improve the student and graduate experience.

We are seeking a senior-level Client Success Manager to support complex client relationships, lead advanced onboarding efforts, and help our higher education clients get the most value from Paradigm's products and services. In this role, you'll work closely with clients, internal teams, and Client Relations leadership to identify risks early, strengthen client engagement, and improve the processes that support long-term client success.

This position is ideal for someone with deep experience in client success, account management, onboarding or client relations who enjoys solving complex problems, building trusted relationships, mentoring others, and improving how teams deliver unrivaled service and an unequaled experience of excellence.

Duties and Accountabilities

• Own assigned complex client relationships that require senior-level client success support.
• Develop client success plans, stakeholder maps, health action plans, and engagement strategies.
• Lead strategic client check-ins, calibration meetings, business reviews, presentations, and other senior-level client conversations, communicating complex information clearly and representing Paradigm with a high degree of professionalism and credibility.
• Monitor client health indicators, renewal signals, escalation history, and account activity to identify risk early.
• Create clear client recovery plans with defined owners, next steps, timelines, and escalation paths.
• Partner with Client Relations leadership on recurring service issues, systemic client risks, and recovery strategies.
• Lead complex onboarding initiatives, including product expansion onboarding and client change onboarding.
• Create, maintain, and improve onboarding playbooks, milestone templates, documentation, and best practices.
• Mentor junior and mid-level client account managers on onboarding execution, communication cadence, quality standards, and blocker management.
• Serve as a senior escalation point for onboarding challenges within approved operational guidelines.
• Support expansion opportunities by clarifying client's needs, documenting requirements, and validating operational feasibility.
• Partner with strategic account leadership on VIP, strategic, or commercially sensitive opportunities.
• Help clients understand approved product roadmap messaging and relevant product direction.
• Capture feedback, product requests, and operational pain points for review by Product and leadership teams.
• Support process improvement across Client Relations, including health scoring, renewal forecasting, escalation workflows, onboarding standards, and client communication templates.
• Other duties as assigned.

Requirements

• Minimum 7+ years' progressive experience in client success, account management, or client relations roles. Including 3 years of managing complex enterprise or strategic accounts and demonstrated experience mentoring junior team members and leading process improvement initiatives.
• Proven ability to manage complex, multi-stage client initiatives.
• Experience handling sensitive client situations with professionalism and sound judgment.
• Exceptional client-facing verbal and written communication skills, with the ability to communicate clearly, professionally, and confidently with stakeholders at all levels. Must be able to articulate complex information, lead strategic conversations and presentations, address sensitive or challenging situations, and communicate recommendations with diplomacy, credibility, and sound judgment.
• Verbal communication must be sufficiently clear, articulate, and understandable to support highly effective client interactions by phone and video conference, including presentations, escalations, strategic business reviews, and complex client discussions.
• Strong strategic thinking, discretion, accountability, and attention to detail.
• Ability to mentor team members and contribute to shared best practices.
• Experience in Microsoft Dynamics 365 CRM (Client Record Management) or similar CRM software.

Compensation and Benefits

• This position offers target total cash compensation of $65,000 to $90,000, structured with an approximate 90/10 mix of base salary and variable incentive. The role is primarily salary-based to reflect its core focus on client success, retention, onboarding, and ongoing account support. The variable component is tied to defined upsell revenue goals and rewards thoughtful identification of expansion opportunities that align with client needs and long-term account success.
• Medical, dental and vision insurance based upon length of service qualifications.
• Retirement plan with company matching based upon length of service qualifications.
• Paid sick- and annual-leave based upon length of service qualifications.
• Paid holidays.

Additional Information and Signature

For over 35 years, Paradigm, Inc. has proven to be a unique, successful, and dynamic company with a reputation of being the best in our industry. A positive attitude, proven work ethic and a desire to learn and surpass expectations are what you will find in our current employees. We seek hard workers with dependable transportation who possess the same ambition, attitude, integrities, desire, and required skills to join our team.

Simply stated, we want you to be successful: we therefore make every effort to quantify a candidate's suitability before an offer of employment is extended. Hence, interviewing at Paradigm is a multi-stage process.

Prior to the start of employment, successful candidates must pass a drug or illegal substance screening and are subject to a national criminal background check.