Senior Customer Success Manager (Remote)

Key Responsibilities Serve as one of the primary points of contact for assigned clients Conduct regular client check-ins to gather feedback and assess engagement health Monitor client satisfaction and identify areas for improvement proactively Coordinate with recruitment, operations, and leadership teams regarding client concerns or staffing updates Track employee performance feedback and escalate concerns when needed Help ensure timely resolution of operational or service-related issues Maintain client records, meeting notes, and engagement updates in internal trackers or CRM systems Prepare simple reports on client feedback, retention risks, and engagement status Support onboarding coordination for new clients and newly hired team members Assist leadership in improving internal processes and customer experience initiatives Follow up on pending action items and ensure commitments to clients are completed on time Monitor overall engagement health including communication responsiveness, staffing stability, and client sentiment Preferred Qualifications Experience in customer service, account management, operations, or client success Strong communication and relationship-building skills Organized and detail-oriented with good follow-through Comfortable handling client-facing conversations professionally Familiarity with Google Workspace, Microsoft Office, or CRM tools Experience in outsourcing, staffing, or BPO environment is a plus Nice to Have Experience handling US-based clients Familiarity with project coordination or operations support Ability to prepare simple reports and presentations Experience gathering customer satisfaction feedback or conducting surveys