Client Success Manager
Sandler Partners
Salary
💰 $185,000 - $215,000 per year
Job Level
Lead
About the role
- Leads managers and team members across Inside Sales and CSM; partners closely with Regional Account Executives (RAEs) and Regional Sales Directors (RSDs).
- Responsible for headcount planning, hiring, onboarding, and career development for Inside Sales Representatives and Client Success Managers.
- Owns shared operating cadence, workflows, and service levels that span pre-sale and post-sale client touchpoints.
- Hire, coach, and develop high-performing managers and teams across Inside Sales and CSM; establish clear expectations, KPIs, and growth plans.
- Drive enablement in partnership with Training to ensure product, policy, and program readiness; reinforce skills through ongoing coaching.
- Own monthly/quarterly targets for meeting creation, pipeline contribution, onboarding completion, response/resolution SLAs, and CSAT/NPS.
- Standardize playbooks for outreach, account management, escalation handling, and documentation; ensure accurate CRM hygiene and reporting.
- Analyze funnel and service metrics to identify trends; implement experiments and process improvements that raise conversion and satisfaction.
- Serve as the Client Experience representative in cross-functional core teams aligned to product pillars and programs/projects.
- Translate client insights into prioritized product and process requirements; influence roadmaps and launch readiness across GTM and Ops.
- Partner with Marketing, Product, Operations, Quality/Compliance, and Data teams to design and execute integrated campaigns and workflows.
- Oversee escalations; coordinate with RSDs/RAEs and functional owners to achieve timely, durable resolutions.
- Strengthen onboarding and education programs that drive adoption and ongoing utilization; maintain proactive account health reviews.
- Maintain up-to-date SOPs and training; partner with Quality to monitor audits and corrective actions.
- Establish metric definitions and dashboards for forecast, productivity, and experience outcomes; socialize insights with leadership.
- Leverage CRM and analytics to forecast capacity, staffing, and growth; implement workforce management practices.
Requirements
- Bachelor’s degree required; advanced degree in Business, Life Sciences, or equivalent experience. Master’s preferred
- 8+ years in client-facing leadership roles (e.g., Inside Sales, Sales Development, Account/Client Management), including 4+ years as a people manager
- Experience operating in diagnostics/genetics/genomics or healthcare services strongly preferred
- Proven success scaling teams, implementing operating cadences, and delivering against growth and experience KPIs
- Expertise with Salesforce (or similar), sales/CS enablement tools, and analytics
- Strong presentation and executive communication skills
- High level of emotional intelligence, customer empathy, and active listening; able to influence cross-functionally without authority
- Experience with organizational design and scaling teams
