Client Success Senior Manager

Job Description

Job Description

CoDev is hiring a Senior Manager of Client Success to lead our Client Success team, oversee strategic accounts, and drive client retention, revenue growth, and portfolio profitability.

Location: Lehi, Utah (Hybrid: in-office M-W, remote Th-F; client travel expected as business needs require).

PURPOSE OF THE ROLE

The Senior Manager of Client Success leads CoDev's Client Success team and owns the growth and retention of CoDev's entire client base. Their purpose is to make sure every client gets meaningful, measurable outcomes from their international teams, and to turn those outcomes into lasting relationships and expansion revenue.

The Senior Manager of Client Success is a hands-on player-coach role. They directly manage an assigned portfolio of CoDev's most strategic accounts, serving as the primary relationship and commercial owner, while building, leading, and developing a team of Client Partners. That team is strong in customer service and committed to its clients. They will build the function's standards, systems, and rhythms, and coach every team member into a confident strategic advisor. They will carry individual retention, growth, and profitability objectives for their portfolio, while also being accountable for the overall performance of the Client Success function.

The Senior Manager of Client Success is accountable for profitable Net Revenue Retention across the full client base. That means protecting existing revenue and driving profitable expansion within current clients across all of CoDev's service offerings.

FUNCTIONAL ACCOUNTABILITIES

Function Building & Leadership

• Design and build the Client success function together with the VP of Sales, including the coverage model, account tiering, health scoring, account mapping and planning standards, and operational cadence.
• Set clear expectations, KPIs, and performance standards for each Client Partner, and hold the team accountable to them.
• Lead regular pipeline, account, and forecast reviews to keep expansion opportunities visible and moving.
• Recruit, onboard, and develop Client Partners as the team grows.
• Build a culture of ownership, curiosity, and commercial confidence across the team.

Team Development & Coaching

• Coach Client Partners in strategic advisory skills, including account mapping, stakeholder mapping, executive engagement, discovery, and expansion conversations.
• Raise the quality of Quarterly Business Reviews (QBRs) across the team, with a focus on delivered value, strategic insight, and growth opportunities.
• Hold regular one-on-ones, join client calls and reviews in person to coach on the spot, and give direct, actionable feedback.
• Identify skill gaps and deliver training that builds the team’s strategic and commercial capabilities.
• Serve as the escalation point for Client Partners on complex client issues, at-risk accounts, and high-value negotiations.

Account Strategy & Expansion Revenue

• Make sure every key account has a current account map covering stakeholders, decision-makers, organizational structure, untapped opportunities, and risks.
• Make sure each strategic client has a personalized Account Development Plan built on a deep understanding of their goals and pain points.
• Identify, shape, and close expansion opportunities across CoDev’s full range of offerings, including software development, IT services, and operational talent.
• Build and maintain a healthy pipeline and profitable expansion pipeline that clearly defines the business problem, budget, timeline, stakeholders, and value proposition.
• Drive profitable account growth by monitoring account-level financial performance, identifying margin improvement opportunities, and partnering with Delivery and Finance to ensure commercially sustainable engagements aligned with delivery capabilities.
• Personally lead and build multi-level relationships across client organizations, including executive sponsors, business decision-makers, technical leaders and procurement stakeholders to strengthen retention and growth strategy for a select portfolio of CoDev’s most strategic accounts.
• Own the commercial lifecycle of assigned accounts, including contract renewals, pricing discussions, expansion proposals, SOW coordination, and commercial negotiations, working with Sales, Delivery, Finance, and Legal as appropriate.

Retention & Client Health

• Own Client retention outcomes across the full client base.
• Monitor client health through data-driven health scoring, consistent touchpoints, and stakeholder satisfaction measures such as NPS.
• Spot risk early and drive mitigation plans to prevent churn or performance breakdowns.
• Partner with Sales on a smooth handoff of new clients, and make sure new customers are set up for success from their first placements onward.
• Make sure onboarding, engagement, and performance management for each client’s international team meet CoDev’s standards.

Consultative Advisory

• Guide Clients in building effective processes, expectations, and working rhythms with their international teams.
• Give insights and recommendations that help clients improve delivery outcomes, operating models, and measurable business impact.
• Develop working fluency across CoDev’s range of service offerings and the industries we serve, so you can connect the right solution to each client’s needs.

Delivery Partnership & Client Outcomes

• Partner closely with Delivery and Operations leadership to ensure alignment between client expectations, contractual commitments, service delivery, and business outcomes.
• Maintain visibility into engagement performance, delivery risks, staffing challenges, and client priorities, proactively coordinating corrective actions when needed.
• Establish clear accountability and communication between Client Partners and Delivery leaders, ensuring client issues are resolved with appropriate ownership and urgency.
• Translate client business needs into actionable opportunities for service improvement, team evolution, and account expansion.
• Maintain joint accountability with Delivery leadership for overall account health and financial performance, proactively addressing client concerns, engagement challenges, and opportunities for improvement to ensure successful client outcomes.

QUALIFICATIONS AND EXPERIENCE

• 5-10+ years of experience in Client Success, Account Management, Strategic Partnerships, or similar consultative, client-facing roles.
• 3-5+ years of experience leading and developing client-facing teams.
• Proven track record of carrying and exceeding an expansion or retention revenue target.
• Experience in outsourcing/staffing, IT services, software development, technology consulting, or other B2B professional services, with the ability to engage credibly with both business and technical stakeholders strongly preferred.
• Experience working with offshore or Philippines-based teams is a bonus.
• Proven ability to build and formalize Client Success or Account Management practices, such as account planning, health scoring, QBRs, and pipeline management.
• Demonstrated success personally managing and growing a portfolio of client accounts, with direct accountability for retention, expansion revenue, and profitability.
• A quick learner who can get up to speed fast across a broad range of offerings.
• Proven ability to build trust with executives and technical leaders.
• Ability to understand clients' business models, strategic priorities, technology environments, and operational challenges, and translate these insights into relevant service offerings and growth opportunities.
• Excellent communication, negotiation, organization, and relationship management skills.
• Able to work in-office in Lehi, Utah, Monday through Wednesday, and to travel to client locations as needed.

IDEAL CANDIDATE PROFILE

The ideal Director of Client Success is a true embodiment of Patrick Lencioni's Ideal Team Player virtues—Humble, Hungry, and Smart.

They are:

• A builder who brings structure, rigor, and accountability to a growing function
• A coach who enjoys developing people and takes pride in their team’s growth
• A strategic thinker who connects CoDev’s capabilities to client objectives
• A commercially minded leader who sees expansion as the natural result of real client value
• A relationship builder who earns trust and credibility quickly
• A clear communicator who works comfortably with both executives and individual contributors
• A player-coach who leads from the front and models the standard they expect
• Experienced with HubSpot.

They understand that CoDev isn't only outsourcing/staffing. We partner with clients to build world-class, high-performing teams and solutions. Our approach combines access to skilled professionals, close client collaboration, and a commitment to delivering measurable business value.

We lift our people by helping our customers win.

KEY PERFORMANCE INDICATORS

Primary:

• Net Revenue Retention (NRR)
• Account/portfolio profitability (NOI - net operating income)

Secondary:

• Team Stability & Performance
• Completion & Quality of Account Development Plans (incl. Quality of growth forecast)
• Responsiveness & Client Satisfaction (NPS)

If you're a strategic, commercially minded leader who knows how to build strong teams, grow client relationships, and deliver measurable business results, we'd love to hear from you. Apply today and help CoDev build lasting partnerships and high-performing teams.