Senior Client Success Manager

The Senior Client Success Manager (Sr. CSM) is responsible for managing key client relationships within assigned geographies, ensuring satisfaction, retention, and account growth. This role supports clients that are strategic but not enterprise-level, driving operational excellence and partnership value through proactive engagement and coordination. The Sr. CSM collaborates with TD operations, sales, and technical teams to deliver outstanding service performance, contract compliance, and client success outcomes.

• Serve as the primary relationship leader for assigned clients, maintaining strong partnerships with client facility, procurement, and mid-level leadership.
• Lead account planning and regular business reviews to assess performance, service delivery, and improvement opportunities.
• Coordinate with internal operations, sales, and engineering teams to ensure consistent service excellence and issue resolution.
• Identify opportunities for account growth and expansion within existing contracts and service scopes.
• Partner with operations and sales teams to identify upsell opportunities and support proposal and pricing development.
• Monitor key performance indicators (KPIs) related to service quality, responsiveness, and client satisfaction (e.g., NPS, uptime).
• Support contract renewals, pricing discussions, and performance reporting.
• Maintain CRM data accuracy, tracking client interactions, renewals, and potential growth opportunities.
• Coordinates with the Business Development Manager to ensure a smooth hand-off of new clients, ensuring a smooth transition into contracted services.
• Prepare executive summaries and reports for major accounts to highlight risks, opportunities, and progress.*
• Represent TDIndustries' commitment to service excellence and long-term client partnership.

• Bachelor's degree or considerable relevant experience required.
• 8+ years of experience in client relationship management, customer success, or account leadership, preferably in facilities services, building operations, or technical environments.
• Proven success managing regional or strategic clients with complex service portfolios.
• Strong communication, problem-solving, and relationship management skills.
• Ability to lead account planning and coordinate cross-functional service delivery teams.
• Financial and operational understanding of service contracts and performance metrics.
• Proficiency in CRM platforms (e.g., HubSpot, Salesforce, or equivalent).
• Results-oriented mindset with focus on retention, satisfaction, and account growth.