The Client Success Manager (CSM) is responsible for managing the day-to-day relationship and service delivery for assigned clients, ensuring high levels of satisfaction, retention, and contract performance. The CSM partners closely with operations, sales, and engineering teams to ensure that client expectations are consistently met and that TDIndustries delivers exceptional service results.
Essential Duties
- Serve as the primary point of contact for assigned clients, ensuring clear communication, timely and effective issue resolution, and alignment on service delivery.
- Partner with internal operations and service teams to address performance issues impacting overall client satisfaction.
- Support client onboarding, renewals, and satisfaction reviews.
- Track and analyze key client metrics, including response times, work order completion, and customer satisfaction (NPS).
- Identify opportunities to improve service delivery and client experience through proactive communication and issue resolution.
- Partner with operations and business sales teams to identify upsell opportunities and support proposal and pricing development.
- Maintain accurate and up-to-date client records within the CRM system, ensuring visibility of key account activities and touchpoints.
- Coordinates with the Business Development Manager to ensure a smooth hand-off of new clients, ensuring a smooth transition into contracted services.
- Contribute to retention reporting, performance tracking, and internal account reviews.
Minimum Requirements
- Bachelor’s degree in Business preferred or significant relevant experience considered.
- 5+ years of experience in client relationship management, customer success, or service delivery-preferably within facilities services, maintenance, or technical operations.
- Proven ability to manage multiple client relationships and competing priorities.
- Strong interpersonal, communication, and problem-solving skills.
- Understanding of service delivery and operational performance metrics.
- Experience using CRM platforms (e.g., HubSpot, Salesforce, or equivalent).
- Detail-oriented and highly organized with a focus on accountability and follow-through.
- Ability to work collaboratively with cross-functional teams to achieve client success outcomes.