Client Success Leader: Retention & Growth Champion

The Difference Card; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

The Difference Card is seeking a Client Success Manager to lead a high-performing team of client success professionals and/or account executives. You will shape client experience, retention, and growth while partnering with brokers to maximize value.

Ideal candidates bring 3+ years in people leadership, strong coaching ability, and a track record of building trust with executives. This role focuses on operational excellence, KPI-driven performance, and scalable processes.

Qualifications

• Leadership experience with results through others.
• Bachelor's degree or equivalent mix of education and experience.
• Extensive customer-facing experience with brokers and executives.
• Strong ability to coach, develop, and influence a team.
• Excellent judgment, diplomacy, and communication skills.
• Proficiency with Microsoft Office applications including Outlook, Word, and Excel.

Responsibilities

• Lead and develop the team, setting clear expectations and providing feedback.
• Foster a collaborative, accountable culture that supports career growth.
• Drive client success, build loyalty, and reduce churn.
• Lead retention and growth through product adoption and upselling.
• Manage escalations with professionalism and coaching.
• Build relationships with clients and brokers through proactive conversations.
• Attend and lead client and broker meetings to strengthen partnerships.
• Oversee daily operations, service levels, and productivity.
• Develop and monitor KPIs related to performance and client outcomes.
• Coach to performance with regular scorecards and feedback.
• Create ongoing training programs for client-service excellence.
• Identify trends and opportunities to improve the client experience.
• Design processes that drive growth, efficiency, and profitability.
• Forecast staffing needs to maintain service levels.
• Create career pathways for team development.
• Collaborate with internal teams to resolve client issues.
• Perform other duties as assigned.

Skills

People leadership

Client experience

Operational excellence

Retention & growth

KPI management

Coaching & mentoring

Cross-functional collaboration

Communication skills

Education

Bachelor's degree

Tools

MS Office

Job description

The Difference Card is seeking a Client Success Manager to lead a high-performing team of client success professionals and/or account executives. You will shape client experience, retention, and growth while partnering with brokers to maximize value.

Ideal candidates bring 3+ years in people leadership, strong coaching ability, and a track record of building trust with executives. This role focuses on operational excellence, KPI-driven performance, and scalable processes.