Senior Client Success Manager (Remote)

World Education Services•New York, NY

16d•$125,000 - $135,000•Remote

About The Position

The Senior Client Success Manager plays a critical role in shaping and growing strategic partnerships across the academic, government, and regulatory sectors in the United States. Acting as both the external face of WES and the internal voice of the client, this position demands executive-level presence, autonomy, and strategic influence to ensure long-term client satisfaction, retention, and revenue growth. As the trusted advisor and primary point of contact for a portfolio of high-profile institutional clients, including regulatory bodies and leading academic institutions, this role will own the full partnership lifecycle: from onboarding and implementation to ongoing engagement and expansion. Operating with minimal oversight, you will leverage Salesforce CRM, Al-driven insights, and advanced analytics to identify risks, uncover revenue-driving opportunities, and inform executive decision-making. In addition, the Senior Client Success Manager drives long-range account planning and revenue forecasting, identifies cross-department expansion opportunities, and builds multi-threaded relationships with C-level stakeholders to influence strategic decisions. Acting with full autonomy, to lead Salesforce CRM optimization and workflow enhancements to improve data integrity and executive visibility, while implementing proactive risk management strategies to mitigate compliance and operational challenges. As a senior leader, this position will represent WES as a thought leader at industry forums and executive round tables, shaping best practices and strengthening the organization's position in the sector.

Requirements

Bachelor's degree in business, public administration, education (or related), master's degree preferred, or equivalent related experience.
Minimum 8 years of progressive experience in client success, account management, or stakeholder engagement, ideally within government, higher education, credential evaluation, or regulated sectors.
Vast experience managing high profile client portfolios and complex stakeholder networks, particularly in the United States.
Expertise in Salesforce CRM and Al-powered automation tools for client management, forecasting, and reporting.
Proven experience with executive-level business reviews, develop comprehensive account retention strategies, and drive complex issue resolution.
Highly skilled in navigating matrixed organizations and managing sensitive, high-profile client relationships.
Executive presence, strong business acumen, with polished, diplomatic communication style.
High emotional intelligence and active listening skills.
Demonstrated expertise in managing and expanding high-value, complex B2B accounts, delivering measurable outcomes in client retention and revenue growth.
Strong perspicacity towards analytics and data intelligence with ability to turn data and AI-driven insights into clear business strategies.
Collaborative approach to cross-functional leadership and client partnership.
Demonstrated operational rigor and discipline in a fast-paced, dynamic environment, with the ability to pivot in real time based on client needs and executive-level prioritization.
Passion for mission-driven work and alignment with WES' core values.

Nice To Haves

Willingness and ability to travel up to 50%, occasionally on short notice
Able to work in Eastern Time Zone for customer needs

Responsibilities

Own and manage a portfolio of high-value B2B clients, ensuring adoption, satisfaction, and revenue growth through strategic onboarding, implementation, and lifecycle management in collaboration with cross-functional teams.
Serve as the strategic relationship owner for Tier 1 and Tier 2 B2B clients, managing 140+ S. government, regulatory, and academic accounts to drive engagement, retention, and growth.
Operate with full autonomy as the strategic lead for key institutional partnerships; conducting business reviews, performance assessments, and long-range planning meetings; delivering actionable industry insights; identifying revenue-driving initiatives and cross-department expansion opportunities; and proactively resolving operational, compliance, or strategic challenges to ensure alignment and growth.
Drive continuous improvement of client records and operational workstreams within Salesforce CRM, leveraging advanced configurations, automation, and analytics to enhance data integrity, streamline processes, and enable executive-level visibility for strategic decision-making.
Collaborate closely with Business Development on renewals, volume forecasting, upsell opportunities, and long-term growth strategies.
Represent WES externally at conferences, webinars, client visits, and industry roundtables, delivering polished presentations to executive and C-level audiences to strengthen brand presence and deepen client engagement.
Champion client advocacy at the executive level, ensuring timely escalation and resolution of complex service issues, operational challenges, and strategic enhancement requests to safeguard client success and strengthen long-term partnerships.

Benefits

Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide.
You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements.
Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options.
Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being.
Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.
Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career.
Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change.
Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization.

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