Customer Growth Manager

Job Description

Job Description

Description:

About the Company

Xclusive Services shares the same values as our customers when it comes to staffing and outsourced services. Our focus on quality performance, operational excellence, and reliability has allowed us to build long-term and scalable partnerships. Operating in 19 states, our seasoned management team has a comprehensive understanding of the hospitality industry, partnering closely with local property and brand leadership to ensure a transparent and optimized approach to staffing.

We actively seek Team Members who embody our corporate values of People First, Service Obsessed, Chasing Excellence, Accountability, and Integrity to further our mission to make a positive impact in the lives of the individuals we serve. Our people thrive in a respectful, inclusive environment with many opportunities for development and advancement.

Job Summary

The Customer Growth Manager is the primary owner of assigned customer accounts post-sale, responsible for client retention, account expansion, and long-term revenue growth across the assigned region.

This role proactively manages customer relationships, leads strategic account reviews, identifies and mitigates client risk, and drives expansion of Xclusive Services’ solutions within existing and newly onboarded accounts.

The position has no direct reports and partners closely with Sales, Regional Service Management, and the Director of Service to ensure strong service delivery, high customer loyalty, and predictable account growth.

Essential Job Functions

Customer Relationship Management - 30% of time

• Own and manage long-term client relationships for assigned accounts, with direct accountability for retention and growth.
• Conduct regular in-person and virtual meetings with customers to understand their operating reality, priorities, and evolving needs.
• Serve as the primary relationship lead for assigned accounts while coordinating internally to ensure service alignment.
• Lead and facilitate strategic client meetings, including Quarterly Business Reviews (QBRs), performance evaluations, and forward-looking planning discussions.
• Establish and maintain a minimum 3x3 relationship structure (three contacts at three levels) within each account to reduce risk and support expansion.

New Account Onboarding & Early Retention - 20% of time

• Partner with Sales and Service teams to ensure smooth transition from sale to service delivery.
• Own the customer experience during the first 90 days, ensuring clear expectations, defined communication cadence, and alignment on success metrics
• Proactively inspect new accounts for early warning signs that could impact retention or expansion.
• Identify and advance early expansion opportunities once service stability is achieved.
• Escalate onboarding risks with clear documentation, context, and recommended actions.

Issue Identification and Escalation - 20% of time

• Proactively identify operational issues, service gaps, and relationship risks before they escalate.
• Monitor and respond to client risk indicators, including key decision maker or influencer changes, decreased engagement or responsiveness, service dissatisfaction trends
• Competitive signals or pricing pressure
• Escalate issues with clear root cause analysis and proposed solutions, not just problem statements.
• Provide ongoing feedback to Regional Service Management and the Director of Service on trends, risks, and opportunities across the region.

Account Expansion and Revenue Growth - 10% of time

• Drive net revenue growth within existing accounts through disciplined account expansion efforts.
• Identify whitespace opportunities across additional departments, new locations, expanded service scopes
• Lead expansion conversations and advance customers through their decision process for additional services.
• Cross-sell and expand adoption of staffing services, janitorial services, direct placement and other Xclusive offerings
• Partner with Sales as needed while retaining ownership of the account growth strategy.

Communication and Reporting - 10% of time

• Maintain accurate, up-to-date account documentation, including account health, relationship coverage, client risks and mitigation actions, growth opportunities and progress
• Provide regular updates to the Director of Service and Regional Service Manager on retention status, expansion pipeline, at-risk accounts, strategic priorities
• Serve as the voice of the customer internally, ensuring alignment between customer expectations and service execution.

Referral Development - 10% of time

• Proactively request and secure referrals from satisfied customers.
• Position referral conversations as a natural extension of value delivered.
• Track referral activity and coordinate internal follow-up to ensure timely outreach.

Other responsibilities

• Directly supports and contributes to the Company’s mission to make a positive impact in the lives of the individuals we serve, by modeling our company’s core values
• Comply with employment laws, regulations and guidelines as set forth by FLSA, FMLA, ADA, HIPPA, and other governing agencies.
• Promotes and adheres to all occupational safety and health standards as required by OSHA, company policies, and other applicable regulatory agencies to ensure a safe and compliant work environment

Required Abilities, Requirements, and Qualifications

• Minimum of 3–5 years of experience in customer service, account management, or client-facing roles within the staffing or service industry.
• Strong relationship-building and communication skills, with the ability to engage customers at multiple organizational levels.
• Proven ability to identify growth opportunities within existing and new accounts.
• Ability to manage multiple customer relationships across a geographic region.
• Strong problem-solving skills and ability to escalate issues effectively.
• Proficiency in Microsoft Office and CRM/ATS systems.
• Must be available to work a flexible schedule based on customer and business needs
• Ability to travel across assigned properties frequently

Preferred qualifications:

• Experience in staffing, workforce solutions, janitorial services, or direct placement environments.
• Experience conducting QBRs or executive-level customer meetings.
• Knowledge of cross-selling service-based solutions.

Core Competencies

• Customer-focused mindset and value-driven mindset
• Professional communication and presentation skills
• Organization and time management
• Collaboration and cross-functional partnership
• Business development awareness
• Attention to detail and follow-through
• CRM and ATS proficiency

Physical Demands

While performing the duties of this job must have the:

• Ability to stand, walk, sit, use hands to handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, talk, and hear for extended periods of time (with or without reasonable accommodation)
• Occasionally lift, carry, push, or pull objects up to 20 pounds (with or without reasonable accommodation)
• Work in a sitting position for long periods of time (with or without reasonable accommodation)
• Fine and gross motor skills to operate tools, equipment, or technology as needed
• Ability to work in environments with varying temperatures, noise levels, or lighting
• Hand-eye coordination for handling small or detailed items
• Ability to work in indoor and/or outdoor settings as required by job duties
• Reasonable accommodation may be made to enable individuals with disabilities or other qualifying reasons to perform the essential functions of this position

Benefits

• Medical, Dental, Vision, Voluntary Life, Group Life, Voluntary AD&D, Short and Long-term Disability, Accident, Critical Illness, Hospital Indemnity, Legal, Identity Protection, and Pet insurance (effective the first day of the month following start date)
• Company EAP
• Paid Sick Time
• Paid Holidays
• Paid Personal Time Off

An Equal Opportunity Employer

Xclusive Services is committed to a diverse and inclusive workforce and prohibits discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, family planning, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.