Client Success Manager

TDIndustries, Inc.; Amarillo (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

TDIndustries, Inc. is seeking a Client Success Manager to manage day-to-day relationships and service delivery across assigned clients.

You will work with operations, sales, and engineering to ensure expectations are met and service results exceed standards. Responsibilities include being the main client contact, onboarding and renewals support, tracking key metrics (response times, work orders, NPS), and identifying opportunities for upsell and improvements.

Qualifications

• Bachelor’s degree in Business preferred or significant relevant experience.
• 5+ years of experience in client relationship management or service delivery.
• Experience in facilities services, maintenance, or technical operations.
• Strong interpersonal, communication, and problem-solving skills.
• Experience using CRM platforms (HubSpot, Salesforce, or equivalent).

Responsibilities

• Serve as the primary contact for assigned clients, ensuring clear communication, timely issue resolution, and alignment on service delivery.
• Partner with internal operations and service teams to address performance issues impacting 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 into contracted services.
• Contribute to retention reporting, performance tracking, and internal account reviews.

Skills

Client relationships

Customer success

Communication

Problem-solving

Cross-functional teamwork

CRM usage

Organizational skills

Interpersonal skills

Education

Bachelor’s degree in Business

Tools

HubSpot

Salesforce

Job description

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.

• 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.
• 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.