Senior Client Success Manager in Hagerstown, Maryland at SOCSOTER INC

The Senior Client Success Manager is a strategic leadership role responsible for owning high-value client relationships while also managing internal SOCSoter sales and process team members. This role ensures client retention, expansion, operational alignment, and cross-department execution.

This individual serves as both a trusted advisor to clients and a leader within SOCSoter, driving accountability, process improvement, and performance across the client lifecycle. The ideal candidate is relationship-driven, operationally strong, and passionate about building scalable success systems.

Key Responsibilities

Client Leadership

• Own and manage a portfolio of strategic client accounts
• Serve as executive-level client contact and trusted advisor
• Drive renewals, retention, and expansion opportunities
• Lead quarterly business reviews and strategic planning meetings
• Develop and execute measurable client success plans
• Monitor account health, engagement, and performance metrics
• Identify risks early and proactively manage escalations
• Advocate internally for client needs and priorities

Internal Team Leadership

• Manage SOCSoter Sales & Internal Processes team members
• Establish accountability frameworks and performance standards
• Improve internal workflows tied to onboarding, renewals, and service delivery
• Align cross-functional teams around client success outcomes
• Support training and professional development of team members
• Drive continuous improvement in client lifecycle processes

Operational Excellence

• Ensure successful onboarding and adoption of services
• Maintain accurate CRM and client documentation
• Track KPIs related to retention and satisfaction
• Partner with leadership on scaling client success strategy
• Standardize internal communication and execution models

Required Qualifications

• 5+ years experience in client success, account management, or customer success
• Prior leadership or team management experience
• Experience managing enterprise or strategic accounts
• Strong executive communication and presence
• Proven success in retention and revenue expansion
• Exceptional problem-solving and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced environment
• Data-driven decision-making mindset

Preferred Qualifications

• Experience in cybersecurity, compliance, or managed services
• Familiarity with SaaS or recurring revenue business models
• CRM proficiency (HubSpot, Salesforce, or equivalent)
• Project or operations management experience

Key Performance Indicators

• Client retention rate
• Net revenue retention / expansion
• Client satisfaction scores
• Renewal performance
• Internal process efficiency metrics
• Team performance and development benchmarks

What Success Looks Like

• Clients view SOCSoter as a strategic partner
• Renewals are predictable and proactive
• Risks are identified early and resolved quickly
• Internal teams operate with clarity and accountability
• Scalable processes support growth without sacrificing service quality