Client Success Tier Manager

Summary

Join Clarity Software Solutions as a Client Success Collaborator Tier Manager and lead a team focused on enterprise and growth client accounts. You will manage client relationships, drive key success metrics, and develop your team for scalability. This role requires strong leadership, client service, and analytical skills, along with experience in customer success and team management. Clarity offers competitive compensation, a full benefits suite, 401k matching, and a supportive culture. The position reports to the SVP of Client Success and involves hands-on account management and building strong client partnerships.

Requirements

• BA/BS degree in Business Administration, Communication, Technology, or a related field, or equivalent experience
• At least 5 years of experience in a client-facing and leadership role
• Exemplary client service delivery approach
• Deep knowledge of Customer Success theory, practice, and frameworks with direct Client Success experience
• Ability to resolve problems, identify service delivery trends, and potential system improvements
• A track record of motivating teams through coaching and performance & development management practices
• Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation
• Expert communication skills and the ability to hold Client leadership conversations to build and maintain strong relationships and partnerships
• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
• Strong background in leadership capacity
• Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools

Responsibilities

• Develop the CS Collaborator team for scalability and sustained growth, optimizing people, business processes, and strategies with consideration of impact to the client
• Create a data-led model of the client journey, ensuring internal stakeholders are aligned and accountable to the model
• Drive and measure key client success metrics such as Customer Retention & Satisfaction (i.e., CRR, NPS, CSAT), Product Adoption & Engagement (i.e., TTFV, Engagement scores), Operational Support Efficiency (i.e., FRT, SLA, Ticket Volumes and Times), and Compliance & Risk Management (i.e., HIPPA, GDPR, Incidents)
• Ensure one-source of client data is used within their team and across internal stakeholders
• Determine (along with the SVP) the metrics, health scores, and KPIs relevant to their assigned client portfolio
• Manage a team of Client Success Analysts on a day-to-day basis
• Oversee performance and development management related activities for a team of Analysts

Preferred Qualifications

• Experience from a Top Customer Service company (Commercial or Consumer) with 2 years work experience in a leadership capacity
• Strong competency with JIRA Service Management, Confluence and Monday.com
• Experience in industry standard querying tools (SQL)
• Previous experience working for or with healthcare payers

Benefits

• Competitive compensation
• A full benefits suite including Medical/Dental & Vision plans
• 401k with company match
• A supportive and growth-oriented culture
• Generous PTO
• Comprehensive group health, life, and disability benefits
• A 401(k) plan with an aggressive vesting schedule and company match