Customer Success Manager

W Services Group represents a team of subject matter experts in cleaning, construction, and emergency response services. Our quality focused employees and contract partners successfully develop, implement, and manage projects and programs for multi-site groups across North America. We have earned a reputation of being a high value provider and are best known for truly partnering with our clients in a highly collaborative environment. This level of partnership yields real solutions and best supports our clients’ brand image. Our structure is designed around our clients and is focused on being highly collaborative through market teams across all departments. Our personnel are empowered to make decisions and resolve issues in order to achieve a high level of client satisfaction in a rapidly changing environment. Partner with W Services to experience the difference and the new standard of clean. We are founded on the principles of a family business environment where the standard is to care, listen, respect, and trust one another. We are always looking for talented, enthusiastic people to join our team. We believe the successful growth of our company depends on the teamwork and commitment of our employees to deliver the best service and value for our customers. SUMMARY The Client Success Manager is the dedicated point of accountability for a defined portfolio of WSG's client accounts. This person owns the client relationship end to end - serving as the primary contact, the internal advocate, and the person responsible for ensuring every client feels like a partner rather than an account in a queue. This is a proactive role and the Client Success Manager is responsible for seeing through issues to resolution. This is not an administrative role. It is a relationship management role with operational accountability built in.

PRIMARY RESPONSIBILITIES:

Client Relationship and Engagement

• Serve as the primary point of contact for a defined portfolio of client accounts
• Lead weekly client touch-base meetings and contribute to quarterly and annual business reviews alongside the Account Manager
• Conduct in-person site visits, office visits, and new location onboardings as needed
• Build trusted, long-term relationships with key client stakeholders so clients view WSG as a strategic partner, not a vendor
• Provide clients with honest, proactive communication - including feedback on how they can improve outcomes on their end

SLA and Performance Accountability

• Own SLA and KPI performance at the client level - monitor metrics consistently, identify gaps early, and drive internal teams to correct before the client is impacted
• Maintain visibility into each account's health between touchpoints - not just at QBRs
• Track escalated issues from open to resolution and ensure nothing falls through because of unclear ownership
• Flag at-risk accounts to the Senior Manager of Client Success before they become relationship problems

Cross-Functional Coordination

• Serve as the internal liaison between the client and WSG departments including Operations, Field, Services, Finance, Account Management, Sales Ops, and IT
• Push cross-functional counterparts to complete their work on behalf of the client - the CSM owns the outcome even when others own the task
• Coordinate rollouts, large-scale projects, and multi-department client initiatives
• Manage client changes to third-party platforms in coordination with IT

Account Management

• Maintain accurate client contact information, location data, and account records
• Monitor recurring service WIN/LOSS tracking and manage RTS creation and resolution in coordination with Sales Ops
• Assist with missing POs, NTE issues, and invoice resolution in coordination with Finance and the Recurring team
• Monitor client-specific aging invoices and engage on behalf of Finance when standard outreach has not resolved the issue
• Maintain and update client procedures, protocols, and department documentation

Client Reporting and Communication

• Monitor client email communications and route or respond to items requiring POC involvement
• Deliver account-specific reporting to clients on a regular cadence including work order progress, SLA performance, and operational updates
• Ensure weekly field reporting and service channel updates are delivered accurately and on time
• Prepare and present account overview materials for QBRs and strategic meetings

ADDITIONAL RESPONSIBILITIES

• Participate in special projects or initiatives as assigned
• Adapt to changing priorities to support department and organizational goals.
• Support cross-functional initiatives to improve processes, efficiency, or team outcomes

KNOWLEDGE AND SKILL REQUIREMENTS:

• 4 to 6 years of experience in account management, client success, or operations
• Background in facility management, field services, or multi-site service operations strongly preferred
• Demonstrated ability to manage complex client relationships with multiple stakeholders
• Comfortable navigating internal teams and holding counterparts accountable without direct authority
• Strong communicator - written, verbal, and in front of clients in person
• Proactive by nature - brings solutions, not just problems
• Proficiency in CMMS platforms and third-party work order or client portals preferred
• Willingness to travel for client visits and new site onboardings as needed

W Services Group, LLC. provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, veteran status, genetic information, or any other characteristic protected by law.