Job Description

Client Success Manager

Reports To: Director of Operations/Sales

Location: Denver, NC

Our client is a fast-growing, customer-driven integrated facilities maintenance company. They provide service and repairs, preventative maintenance, project management, and professional signage services.

Position Overview

We're seeking an experienced, strategic, and client-obsessed Client Success Manager to lead day-to-day relationships with key accounts in the facilities management space. This role is central to the delivery of exceptional service across hard and soft services in complex, multi-site environments. You'll serve as the single point of contact to clients—partnering with them, solving problems proactively, driving performance, and uncovering opportunities for growth.

The ideal candidate brings experience managing strategic accounts and knows how to navigate and lead through complexity.

Key Responsibilities:

Client Relationship Management

act as the strategic liaison and single point of contact for clients across diverse industries, including biotech, healthcare, pharma, retail, and manufacturing

• Build deep, trusted relationships at all levels and manage day-to-day communications, update meetings, escalations, and performance updates
• Serve as an advisor and problem-solver, addressing challenges before they escalate and providing actionable solutions backed by data

Operational Oversight & Execution

Oversee the execution of hard and soft services across multiple sites, ensuring compliance with contract terms, service level agreements (SLAs), and safety regulations

• Partner closely with internal stakeholders (HR, Finance, QA, Legal, Business development and Operations)—to ensure cross-functional alignment and consistency in service delivery
• Lead supplier and vendor performance reviews; manage purchase orders, billing processes, and compliance initiatives

Performance Management & Reporting

Own and deliver all client reporting using tools like Power BI or Salesforce; create executive-level dashboards, analyze performance metrics, and identify trends

• Track and report on KPIs and contract compliance to ensure continuous improvement, cost savings, and client satisfaction
• Present business reviews and value-driven reporting with clarity and confidence

Strategic Growth & Innovation

Identify and pursue organic growth opportunities within your portfolio—whether through upselling services, identifying efficiencies, or driving innovative programs like sustainability or cost recovery

• Drive continuous improvement initiatives including contract lifecycle tracking, operational enhancements, and data-led decision making
• Represent the company as a solutions-focused, strategic partner who adds tangible value beyond daily service execution

Qualifications & Skills

5–7+ years in client-facing roles within integrated facilities management (IFM), with exposure to hard and soft services

• Proven success managing high-value, complex client portfolios in regulated or demanding sectors (healthcare, pharma, life sciences, tech, etc.)
• Experience overseeing supplier/vendor performance and cross-functional team coordination
• Data-driven decision maker with experience using reporting tools and systems
• Excellent communication, negotiation, and presentation skills with experience delivering insights to executive stakeholders
• Adept at managing change, driving compliance, and mentoring teams toward shared goals

What we prefer you have (Preferred Experience)

Background in operations management, strategic sales, compliance, contract management, etc.

• Experience growing accounts—turning a small client into a major portfolio success
• Ability to manage culturally diverse teams and navigate matrixed organizations
• Proven record of developing and leading strategic initiatives that drive cost savings or operational efficiency

Education & Credentials

Bachelor's degree in Operations, Business Administration, or related field

• Preferred: Lean Six Sigma, PMP, or equivalent process excellence certifications

Compensation & Benefits:

• Benefits include health insurance, short and long-term disability insurance, life, accident, critical illness, hospital indemnity, vision, dental insurance, paid time off accrual, Employee Assistance Program, and 401K with company match.Work Location: Office-based in Greater Charlotte, NC (Lake Norman area)
• Job Type: Full-time, Exempt
• Base Salary Range:

• Why This Role? This isn't just a client manager role—it's a chance to make a real impact. You'll work alongside senior leadership and high-caliber clients, helping them run safer, smarter, and more efficient facilities. You'll also have the space to lead, the tools to analyze, and the trust to influence.

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