Sr. Client Success Manager

Company: IPS Group is a design, engineering, and manufacturing company focused on low-power wireless telecommunications and parking technologies. IPS manufactures its products in the United States of America and has been delivering world-class solutions to the telecommunications and parking industries for over 25 years. The company is best known for its patented credit card-enabled, solar-powered single-space parking meter and web-based management system.

Duties and Responsibilities:

IPS Group is seeking a proactive and strategic Sr. Client Success Manager (CSM) to serve as the primary point of contact for a portfolio of clients. This role is responsible for driving customer satisfaction, retention, adoption, and growth by building trusted relationships, identifying opportunities, and ensuring clients realize maximum value from IPS solutions.

The ideal candidate is a customer advocate, relationship builder, and problem solver who takes initiative, embraces change, and is committed to delivering exceptional customer experiences. This individual will collaborate across departments to ensure successful customer outcomes while maintaining a customer-first mindset.

Essential Duties and Responsibilities:

Strategic Client Management

• Manage a portfolio of client accounts and serve as the primary relationship owner.
• Develop strong partnerships by understanding client goals, operational challenges, and success metrics.
• Conduct Quarterly Business Reviews (QBRs) and Annual Business Reviews focused on performance, value realization, and future opportunities.
• Monitor account health and proactively identify opportunities to improve customer satisfaction, retention, and product adoption.
• Develop and execute customer success plans for key accounts.

Customer Success & Retention

• Maintain regular client engagement through proactive outreach and strategic touchpoints.
• Serve as a trusted advisor by providing guidance, recommendations, and best practices.
• Identify opportunities for account growth, product utilization, and service expansion.
• Support customer retention initiatives and mitigate churn risks through proactive engagement.
• Demonstrate a commitment to delivering exceptional customer experiences.

Change Management & Client Advocacy

• Guide customers through product enhancements, process improvements, and organizational changes.
• Assist clients in adopting new products, features, and technologies.
• Advocate for customer needs internally and collaborate with cross-functional teams to drive positive business outcomes.
• Gather customer feedback and communicate trends and recommendations to internal stakeholders.

Service Excellence & Issue Management

• Maintain ownership and visibility of customer issues through resolution.
• Partner with Support teams to ensure service level agreements (SLAs) are achieved.
• Communicate proactively regarding issue status, timelines, and expectations.
• Identify recurring issues and work with internal teams to implement long-term corrective actions.

Cross-Functional Collaboration

• Partner with Support, Implementation, Product Management, Finance, Operations, and Sales teams to deliver a seamless customer experience.
• Support customer onboarding, adoption, training, and optimization efforts.
• Maintain accurate customer records, account plans, and activity documentation within CRM and ticketing systems.
• Participate in internal meetings and initiatives focused on improving customer experience and operational effectiveness.

Team Development & Mentorship

• Mentor and support team members by sharing best practices, customer success strategies, and industry knowledge.
• Provide guidance and coaching to newer Client Success Managers and cross-functional team members to promote professional growth and consistency in client experiences.
• Serve as a subject matter expert and resource for customer relationship management, issue resolution, and client engagement strategies.
• Foster a collaborative, customer-focused culture through knowledge sharing, peer support, and continuous improvement initiatives.
• Assist with onboarding and training of new team members, helping them develop the skills and knowledge necessary for success.
• Contribute to the development and refinement of customer success processes, playbooks, templates, and documentation.

Qualifications Include:

• Associate or bachelor's degree in business, Communications, Marketing, Information Systems, or a related field preferred.
• Minimum of 2 years of experience in Customer Success, Account Management, Customer Support, Project Coordination, or other client-facing roles.
• Experience managing customer relationships and conducting business reviews or client presentations.
• Experience working within CRM and ticket management systems.

Desired Skills & Experience:

• Excellent verbal, written, and presentation communication skills.
• Strong relationship-building and customer engagement skills.
• Strategic thinker with a proactive and solutions-oriented mindset.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Ability to work independently while collaborating effectively across departments.
• Technical aptitude and the ability to understand and communicate software, hardware, and technology solutions.
• Comfortable navigating change and helping customers adapt to new products, processes, and technologies.
• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Demonstrated commitment to continuous learning and professional development.

Physical Demands, Equipment, and Machinery:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Sitting, standing, walking, lifting, and storing supplies and materials throughout the day. Ability to perform work on a desktop or laptop computer requiring manual dexterity to operate keyboards, calculators, and photocopying equipment. Ability to sit for long periods of time, concentrate on a task without being distracted and look at a computer screen to see details at close range.

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an "AT-Will" employer. It is the policy of IPS Group not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Salary range: $75k - $85k/yr.

An Equal Opportunity Employer-M/F/D/V