Customer Success & Client Services Manager

Customer Success & Client Services Manager

We are seeking an experienced Customer Success & Client Services Manager to serve as the primary advocate for a portfolio of business clients. In this role, you will help ensure customers receive maximum value from their services, achieve desired business outcomes, and maintain a highly positive experience throughout their partnership with our organization.

The ideal candidate is a relationship-builder who combines strong business acumen, operational discipline, and customer-focused leadership. You will work closely with sales, technical, and operations teams to drive service excellence, resolve challenges, support renewals, and identify opportunities for continuous improvement.

What You'll Do

Client Relationship Management

• Act as the primary point of contact for assigned customer accounts.
• Build trusted relationships with stakeholders at all organizational levels, including executives.
• Conduct regular client meetings, including periodic on-site visits when appropriate.
• Facilitate strategic business reviews to discuss performance, goals, and future initiatives.
• Develop account success plans that align customer objectives with service delivery outcomes.

Customer Experience & Service Excellence

• Guide customers through every stage of their service journey, ensuring a seamless experience.
• Monitor customer satisfaction and identify opportunities to improve engagement and retention.
• Champion customer needs internally and collaborate across departments to drive positive outcomes.
• Lead service review discussions and ensure commitments are delivered consistently and on schedule.
• Support adoption and utilization of customer-facing tools, resources, and service capabilities.

Operational & Contract Management

• Manage recurring service engagements and maintain accurate forecasting and reporting.
• Oversee contract-related activities including service adjustments, renewals, amendments, and usage reviews.
• Track customer action items, service requests, and improvement initiatives through resolution.
• Ensure compliance with contractual service commitments and associated performance metrics.
• Monitor service-level performance and coordinate escalation management when needed.

Collaboration & Continuous Improvement

• Partner with technical and operational teams to address challenges and improve service delivery.
• Gather client feedback and communicate enhancement opportunities to internal teams.
• Identify trends, risks, and opportunities within assigned accounts.
• Contribute to process improvements that increase efficiency, service quality, and customer satisfaction.
• Participate in department and company initiatives that support strategic objectives.

Qualifications

Required

• 5+ years of experience in Customer Success, Account Management, Client Services, Engagement Management, or a similar customer-facing role.
• Proven ability to manage multiple customer relationships and priorities simultaneously.
• Strong organizational and project coordination skills.
• Excellent verbal, written, and presentation communication abilities.
• Experience working cross-functionally with technical, operational, and business teams.
• Ability to establish repeatable processes and drive operational excellence.
• Professional presence with the ability to engage senior leaders and executive stakeholders.

Preferred

• Experience in managed services, IT services, technology consulting, telecommunications, cloud solutions, or related industries.
• Familiarity with ticketing, CRM, or service management platforms such as ServiceNow.
• Understanding of networking, collaboration technologies, or enterprise infrastructure environments.
• ITIL Foundation certification or equivalent service management experience.
• Bachelor's degree or equivalent combination of education and professional experience.
• Customer success or account management certifications are a plus.

What Success Looks Like

In this role, success means:

• Establishing and maintaining strong customer relationships and high satisfaction levels.
• Ensuring consistent delivery of contracted services and business outcomes.
• Driving customer adoption, engagement, and retention.
• Effectively coordinating resources to resolve issues and meet commitments.
• Identifying opportunities to enhance the customer experience and expand long-term value.

Luna Data Solutions, Inc. (LDS) provides equal employment opportunities to all employees. All applicants will be considered for employment. LDS prohibits discrimination and harassment of any type regarding age, race, color, religion, sexual orientation, gender identity, sex, national origin, genetics, protected veteran status, and/or disability status. A 7-year background check is required for this role.