Senior Manager, Client Services

This role involves driving team performance across Implementation, Professional Services, and Technical Support, leading, coaching, and growing these functions to deliver a high-impact client experience. Key performance indicators include Professional Services Revenue, Product Adoption, Customer Satisfaction (CSAT), Time to Value (TTV), and Support SLA adherence. The Senior Manager will scale and optimize service delivery processes, continuously evolving delivery frameworks to support a growing customer base and improve operational efficiency, focusing on utilization rates, project profitability, and First Contact Resolution (FCR). Building and enabling high-performing teams through recruitment, retention, and development, fostering a culture of accountability and growth, is critical, with KPIs such as Gross Retention and Net Revenue. Strengthening cross-functional collaboration with Customer Experience, Product, Sales, and Engineering teams to advocate for the customer and drive business outcomes is a key responsibility. The role also includes acting as a point of escalation and champion for client outcomes, supporting teams in resolving complex issues with a solutions-focused approach to maintain trusted advisor relationships and long-term retention. Finally, the Senior Manager will deliver insights to inform strategy and continuous improvement by leveraging data, team input, and customer feedback to refine the post-sale journey and influence future product and service development.