Client Success Account Manager

TDIndustries, Inc.; Amarillo (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

TDIndustries, Inc. is seeking a Client Success Manager to oversee day-to-day relationships and service delivery for assigned clients, ensuring high satisfaction, retention, and contract performance.

The role partners with operations, sales, and engineering to meet expectations and deliver exceptional service results. The ideal candidate will bring 5+ years in client relationship management, strong communication, CRM proficiency, and the ability to work cross-functionally to drive client success

Qualifications

• Bachelor's degree in Business or significant relevant experience.
• 5+ years in client relationship management or customer success, preferably in facilities services or technical operations.
• Proven ability to manage multiple client relationships and competing priorities.
• Strong interpersonal, communication, and problem-solving skills.
• Experience using CRM platforms (HubSpot or Salesforce).
• Detail-oriented, highly organized, with accountability and follow-through.
• Ability to work collaboratively with cross-functional teams.

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring clear communication and timely issue resolution.
• Partner with internal operations to address performance issues affecting satisfaction.
• Support client onboarding, renewals, and satisfaction reviews.
• Track client metrics such as response times, work order completion, and NPS.
• Identify opportunities to improve service delivery and client experience.
• Collaborate with sales to identify upsell opportunities and assist in pricing development.
• Maintain accurate client records in the CRM.
• Coordinate hand-offs of new clients from Business Development to contracted services.
• Contribute to retention reporting and internal account reviews.

Skills

Interpersonal skills

Communication

Client relationships

CRM proficiency

Problem solving

Cross-functional collaboration

Time management

Education

Bachelor's degree in Business

Significant relevant experience

Tools

HubSpot CRM

Salesforce CRM

Job description

Job Summary

The Client Success Manager (CSM) is responsible for managing the day-to-day relationship and service delivery for assigned clients, ensuring high levels of satisfaction, retention, and contract performance. The CSM partners closely with operations, sales, and engineering teams to ensure that client expectations are consistently met and that TDIndustries delivers exceptional service results.

Essential Duties

• Serve as the primary point of contact for assigned clients, ensuring clear communication, timely and effective issue resolution, and alignment on service delivery.
• Partner with internal operations and service teams to address performance issues impacting overall client satisfaction.
• Support client onboarding, renewals, and satisfaction reviews.
• Track and analyze key client metrics, including response times, work order completion, and customer satisfaction (NPS).
• Identify opportunities to improve service delivery and client experience through proactive communication and issue resolution.
• Partner with operations and business sales teams to identify upsell opportunities and support proposal and pricing development.
• Maintain accurate and up-to-date client records within the CRM system, ensuring visibility of key account activities and touchpoints.
• Coordinates with the Business Development Manager to ensure a smooth hand-off of new clients, ensuring a smooth transition into contracted services.
• Contribute to retention reporting, performance tracking, and internal account reviews.

Minimum Requirements

• Bachelor's degree in Business preferred or significant relevant experience considered.
• 5+ years of experience in client relationship management, customer success, or service delivery-preferably within facilities services, maintenance, or technical operations.
• Proven ability to manage multiple client relationships and competing priorities.
• Strong interpersonal, communication, and problem-solving skills.
• Understanding of service delivery and operational performance metrics.
• Experience using CRM platforms (e.g., HubSpot, Salesforce, or equivalent).
• Detail-oriented and highly organized with a focus on accountability and follow-through.
• Ability to work collaboratively with cross-functional teams to achieve client success outcomes.