Client Success Manager

Position Summary The Client Success Manager (CSM) is the advisor and central point of contact for our existing clients, primarily responsible for client satisfaction and retention. The CSM serves as the bridge between operations and our clients, proactively building relationships, optimizing programs and adding services when in the client’s best interest. Additionally, the CSM leads outreach efforts to recruit and retain participant employees for our client’s programs. The CSM collaborates cross‑functionally with internal departments to resolve issues, support workforce readiness, and expand utilization of staffing services. Essential Duties Build and maintain strong relationships with client administrators to ensure alignment between staffing needs and service delivery Regularly connect with clients formally and informally, in‑person and virtually, ensuring our services are meeting their needs Prepare and conduct regular business reviews (e.g., quarterly, semi‑annually, annually, or more as needed) with key clients to review program performance, surface needs, and align on shared goals, with final presentation approval from Director of Client Services Optimize our existing services to improve effectiveness and increase participation, adding value for existing clients Proactively identify expansion opportunities within existing client accounts and qualify client interest in additional ESI programs and services Coordinate warm handoffs to the Operations/Programs team for opportunity follow‑through, including documenting client context, decision criteria, and next steps in the CRM Maintain accurate CRM data as the system of record for client activity, opportunities, and renewals Enhance business development efforts, facilitating the smooth integration of new clients or existing clients who add services Own client retention outcomes for an assigned portfolio, including monitoring client health indicators, identifying at‑risk accounts, and executing retention plans Communicate client information to Operations and Leadership, serving as the client advocate and key escalation point for issue resolution, while maintaining accurate, timely records of all client activity in our systems Facilitate Employee Staffing Agreements (ESA) issuance and renewals Lead education and outreach sessions, in groups, one‑on‑one, in‑person or virtually, answering questions and guiding potential participant employees on how to participate in ESI programs Represent and present at industry conferences, events, board meetings, and client job fairs Support and explore innovative service opportunities, advising ESI leadership on changing client needs and circumstances Education Bachelor’s degree or equivalent experience required Experience / Minimum Requirements Five years client/account management or related experience required Three plus years of experience leading presentations, meetings and/or training sessions Experience working with public school districts is a plus Valid driver’s license and clean driving record is required Must have reliable transportation for daily office commute and regional client visits Must pass a background check Dress code ranges from casual to business formal Other Skills & Abilities Passion for improving our schools and education system Motivated by service as a reward within itself Flexible and proactive disposition – adapting to change, initiating relationships, actively engaging clients, independently solving problems Empathetic and positive relationship builder, with both clients and ESI staff Communicate in a welcoming, considerate and professional manner, even when under stress or when dealing with escalating issues Equally comfortable and effective with in‑person, phone, email, messaging, and video communication Excellent presentation and facilitation skills, in settings such as potential client meetings, client update meetings, leading seminars and other large or small group environments of 2–200 participants. Presentations may be either in‑person or remote depending on needs Manage numerous issues and drive projects forward simultaneously, while keeping thorough and timely records Intermediate to advanced financial acumen with mastery of concepts such as contract financial terms, retirement plans, interest utilization and payroll, at a sufficient level to be able to effectively answer wide ranging questions and teach others Computer literate, including Microsoft Office, email, messaging, webinar, video conference and CRM systems Physical Requirements Travel locally and regionally on a frequent basis (and occasionally nationally) to client sites, conferences, and events Operate a motor vehicle to commute to client sites and ESI office Remain stationary at a workstation and operate a computer for extended periods Communicate clearly and effectively in person, by phone, video, and in writing Occasionally lift, carry, and set up event materials weighing up to approximately 25 lbs Reports to Director of Client Services Compensation Competitive salary, paid vacation time, Arizona State Fair Wages and Healthy Families Act Paid Sick Time (PST), 401K, and group health/dental/vision/life/disability insurance is available. Work Conditions Works in a normal office setting at ESI’s Kierland (Scottsdale, AZ) headquarters with no exposure to adverse environmental conditions. ESI is a non‑smoking environment. This position is eligible for remote/hybrid work. Frequent local and regional travel is required. Occasional national or international travel may be required. Job Type Full‑time FLSA Status: Exempt Starting Salary: $75K - $85K EEO Statement Educational Services, LLC (ESI) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race (including hair texture, hair type, and protective hairstyles), color, creed, ancestry, religion, sex or gender (including pregnancy, childbirth, and pregnancy‑related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, national origin, age, disability, genetics information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. This position description is intended to describe the general nature and level of work being performed by employees in this job. It is not an exhaustive list of all responsibilities, duties, and skills that may be necessary for this role. Personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. #J-18808-Ljbffr Educational Services, Inc