Client Success Manager II - Contractor Compliance

Job Summary: 

The Client Success Manager II – Contractor Compliance manages client relationships and contractor compliance accounts across multiple platforms. This role combines account management, client success, and compliance operations to ensure clients remain compliant, resolve issues quickly, and maintain strong account health. 

This is a hands-on role requiring strong organization, attention to detail, and the ability to manage a high-volume portfolio in a fast-paced environment. The CSM II acts as a trusted advisor and subject matter expert on contractor compliance workflows, platform requirements, and best practices. 

Success is measured by client satisfaction, responsiveness, compliance outcomes, and overall service quality. 

Responsibilities: 

• Serve as the primary point of contact for assigned client accounts, building strong and trusted client relationships 

• Manage and maintain client accounts across contractor compliance platforms such as Avetta®, ISNetworld®, Veriforce®, and similar systems 

• Review, organize, and manage compliance-related documentation to ensure accuracy, completeness, and alignment with client requirements 

• Monitor account health, compliance statuses, pending actions, and platform notifications to proactively resolve issues before escalation 

• Guide clients through contractor compliance requirements, onboarding processes, corrective actions, and ongoing account maintenance 

• Educate clients on compliance workflows, documentation requirements, and best practices to improve compliance outcomes and ratings 

• Analyze client account trends, recurring issues, and workflow gaps to recommend process improvements and operational efficiencies 

• Handle client questions, concerns, escalations, and time-sensitive compliance issues with professionalism and sound judgment 

• Partner effectively with offshore support team members and internal departments to maintain workflow efficiency and data accuracy 

• Maintain accurate records, client communications, and account activity within internal systems and compliance platforms 

• Identify opportunities to improve client adoption, engagement, and utilization of compliance-related services and tools 

• Contribute ideas and feedback to improve internal processes, workflows, and overall client experience 

Qualifications: 

• High School Diploma required; additional education is a plus 

• Experience in customer success, account management, client services, compliance operations, or a similar client-facing role 

• Strong organizational skills with the ability to manage multiple priorities, deadlines, and client accounts independently 

• Excellent attention to detail and ability to identify discrepancies, trends, and potential compliance risks 

• Strong problem-solving and decision-making skills in fast-paced environments 

• Ability to communicate clearly and professionally with clients through phone, email, and virtual meetings 

• Demonstrated professionalism, adaptability, accountability, and a collaborative mindset 

• Comfortable working within systems, workflows, and process-driven environments 

• Proficiency in Microsoft Office Suite and CRM systems 

• Experience working within contractor compliance platforms, account management systems, and CRMs is preferred 

What We Bring  

• Work-life balance: Paid holidays, sick leave, and unlimited vacation time off.  

• Health: Affordable insurance options for medical, dental, and vision.  

• Growth: Career pathing, leadership development, and ongoing training.  

• Culture: A values-driven workplace rooted in love for people, and committed to:  

• Love for People  

• Trustworthiness   

• Authenticity   

• Positivity  

• Grace  

• Flexibility   

• Belonging   

• Active Listening   

• Teamwork  

• Data-Driven Decision-Making  

• Continuous Improvement   

• Collective Growth