Sr. Client Success Consultant

Senior Client Success Manager

Does building deep, strategic partnerships with key clients inspire you? Do you find enjoyment in leading large-scale onboarding initiatives, overseeing high-performing service delivery, and driving proactive solutions through data-driven governance? Come Join ReSource Pro! Your Role...

ReSource Pro is seeking a Sr. Client Success Manager to be responsible for the end-to-end service success of our clients. This role leads large-scale client onboarding, oversees ongoing service performance against SLAs, and drives a proactive, high-quality client experience through strong governance and data-driven management. Partnering closely with cross-functional operations, technology, and commercial/account teams, the Senior Manager translates client needs into actionable plans, leads issue resolution and escalations, and identifies opportunities to expand adoption of the organization's services and solutions while supporting strong financial and operational performance.

We hire the best because our service is only as good as the people delivering it. We're committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self. All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration. In this role, you will...

• Serve as the senior point of contact and strategic liaison between key clients/internal stakeholders and operational units, leading complex onboarding efforts and owning the end-to-end tracking of high-impact requests through established workflow/ticketing systems (30% of time).
• Act as the senior owner for service delivery performance across assigned accounts, monitoring KPIs/SLAs, overseeing major incidents to drive root-cause analysis, championing continuous process improvements, and producing executive-ready performance reports (30% of time).
• Develop and deepen executive-level relationships, driving sustained revenue and account growth by leading structured, data-driven QBRs and proactively identifying upsell, cross-sell, and solution expansion opportunities in partnership with Sales and Account Management (30% of time).
• Collaborate with co-workers and supervisors to meet client needs, look for opportunities to build expertise in underwriting, and serve as a resource and mentor to junior team members while helping lead new hire training (10% of time).
• Support a positive, respectful, and collaborative workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.

What You Need to be Successful...

• Bachelor's degree in Business, Communications, or a related field preferred.
• Proven experience in a senior client success, account management, or service delivery leadership role.
• Strong background in leading complex, large-scale client onboarding and managing cross-functional project teams.
• Demonstrated ability to establish and refine governance mechanisms, including performance dashboards, cadences, and client QBRs.
• Expert problem-solving capabilities with a history of driving root-cause analysis and managing executive-level escalations.
• Strong commercial acumen with a track record of identifying business expansion, cross-selling, and upselling opportunities.
• Exceptional written and verbal communication skills, with the executive presence needed to present roadmaps and value realization to senior stakeholders.
• Process-focused mindset with a commitment to continuous improvement, tooling enhancements, and data-driven management.
• A collaborative, team-oriented approach with an interest in mentoring junior staff and building knowledge in underwriting.

Your Compensation… Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a remote position, and the salary range may vary based on experience and on the specific geographic location in which the candidate resides.

Your Benefits & Perks…

• 100% paid employee health insurance available on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• Remote positions are Internet stipend-eligible
• 401k with employer match, vested on Day 1
• HSA/FSA available
• Long Term and short-term disability employer-provided
• Generous PTO plan with paid holidays + floating holidays
• Development and growth opportunities
• Comprehensive wellness program and prioritization of employee health

Your Interview Process… To be considered for this position, please submit your application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via zoom. The standard interview process includes:

• Behavioral interview with Talent Acquisition
• Online talent assessment
• Hiring Manager interview

*Additional interview steps may be added depending on the position or if further evaluation is needed. Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process.

About ReSource Pro:

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list's 40+ year history.

Equal Employment Opportunity Policy

ReSource Pro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.