Client Success Leader: Loyalty & Escalation Coach

Patrick OConnor & Associates LP; Houston (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

Patrick O'Connor & Associates LP seeks a dynamic Client Success Team Lead to guide a team of Client Success Consultants. You will coach, de-escalate, and protect client loyalty while delivering the O’Connor Signature Client Experience.

This hands-on leader will drive accountability, train staff on call quality, and ensure service excellence across all client touchpoints. The role emphasizes live coaching, performance management, and cross-functional collaboration to improve retention and

Qualifications

• Proven track record of delivering excellent client service and consistently meeting performance standards.
• History of mentoring, coaching, or supporting other team members as part of leadership preparation.
• Experience handling escalated client situations, difficult conversations, or service recovery scenarios.

Responsibilities

• Lead, coach, and develop a high-performing team of Client Success Consultants.
• Manage live client escalations and protect client loyalty.
• Oversee CRM standards, case documentation, and reporting.
• Collaborate with operations, research, and sales to improve the client journey.

Skills

Leadership

Coaching

Client experience

Escalation handling

CRM

Education

High School Diploma

Tools

CRM systems

Communication tools

Job description

Patrick O'Connor & Associates LP seeks a dynamic Client Success Team Lead to guide a team of Client Success Consultants. You will coach, de-escalate, and protect client loyalty while delivering the O’Connor Signature Client Experience.

This hands-on leader will drive accountability, train staff on call quality, and ensure service excellence across all client touchpoints. The role emphasizes live coaching, performance management, and cross-functional collaboration to improve retention and