The Client Success Manager leads a team of client specialists, driving excellent client experience, team performance, and key company priorities. Reporting to the Director of Client Success, this role owns team accountability, client satisfaction, and retention — building a culture of professionalism, empowerment, and continuous improvement.
DISCLAIMER : PLEASE DO NOT APPLY TO THIS ROLE IF YOU DO NOT HAVE DEBT SETTLEMENT EXPERIENCE.
KEY RESPONSIBILITIES
Team Leadership & Development
• Lead, coach, and develop a team of client specialists
• Set clear expectations and drive accountability through observations and performance management
• Build a culture of motivation, empowerment, and continuous improvement
• Train agents and create development pathways that enable them to excel
Client Experience & Retention
• Champion an excellent client experience across every team interaction
• Take ownership of client issues and drive strategic, complete resolutions
• Build client loyalty and retention throughout the program lifecycle
• Develop and implement service procedures that improve the client experience and drive revenue
Performance & Reporting
• Deliver and exceed performance goals and key metrics
• Analyze data and evaluate results to build action plans for improvement or sustained performance
• Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
• Monitor schedules, resources, and operational priorities to maintain quality and efficiency
Strategy & Cross-Functional Collaboration
• Drive change and adaptability within the team with clarity and enthusiasm
• Implement strategic processes that improve service quality and support company priorities
• Collaborate with internal and external stakeholders at the director level and above
• Some travel may be required for in-person business meetings
REQUIRED QUALIFICATIONS
• Proven experience as a customer service manager or team lead in a related field • Experience with customer service software, CRM systems, and operational tools
• Experience managing or working alongside BPO teams strongly preferred • Ability to create and present executive-level performance updates
• Experience leading remote teams across multiple time zones • Strategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment
• Strong written and verbal communication skills across all levels of the organization • Bachelor's degree or related field preferred; relevant experience considered equally
Skills Required
- Proven experience as a customer service manager or team lead in a related field
- Experience with customer service software, CRM systems, and operational tools
- Experience managing or working alongside BPO teams
- Ability to create and present executive-level performance updates
- Experience leading remote teams across multiple time zones
- Strategic thinker with strong interpersonal leadership skills
- Strong written and verbal communication skills across all levels
- Bachelor's degree or related field (or equivalent experience)
What We Do
Finances are personal, and the path to financial freedom looks different for everyone. We realize that dealing with debt can be a difficult task and that providing a solution means more than just providing money, it means putting customer service first. Since 2008, we've helped thousands of clients resolve large credit card bills and other unsecured debts – all without upfront fees or the need for personal bankruptcy. Our dedicated expert team of caring financial consultants work one-on-one with clients to create a custom, confidential debt relief plan they can afford. Our low monthly payment options often leave our clients with more cash on hand to spend as needed. Our Advantage: > Personalized plans to fit your budget > No upfront fees > 6,000+ high satisfaction ratings on Trustpilot > Better Business Bureau accredited with an A+ rating from 2019 - 2021 In 2019, The Baltimore Sun named ClearOne Advantage a 2019 Top Workplace, and our executive team took home the “Exemplary Leadership” award for their tireless commitment to growing and supporting our stellar team. The Baltimore Business Journal also recognized ClearOne Advantage as a “Best Place to Work” finalist. ClearOne Advantage has also ranked as one of the nation’s fastest growing companies on the Inc. 5,000 list, and has ranked on Selling Power's '50 Best Company to Sell For' list every year since 2016.
