Client Success Manager

TDIndustries, Inc.; Lubbock (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

TDIndustries, Inc. is seeking a Client Success Manager to oversee day-to-day relationship and service delivery for assigned clients.

The role collaborates with operations, sales, and engineering to meet client expectations and ensure high satisfaction, retention, and contract performance. Responsibilities include serving as the primary contact, onboarding, renewals, and reviewing key metrics (response times, NPS).

Qualifications

• Bachelor’s degree in Business or significant relevant experience
• 5+ years in client relationship management or service delivery within facilities services, maintenance, or technical operations
• 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 (HubSpot, Salesforce)
• Detail-oriented and highly organized with accountability and follow-through
• Ability to work collaboratively with cross-functional teams to achieve client success outcomes

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring clear communication and timely issue resolution
• 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 (response times, work order completion, NPS)
• Identify opportunities to improve service delivery and client experience
• Coordinate with Business Development to hand off new clients and ensure smooth transition
• Contribute to retention reporting and internal account reviews
• Maintain accurate client records within the CRM system

Skills

Client relationship management

Communication skills

Problem-solving

Cross-functional collaboration

CRM proficiency

Education

Bachelor’s degree in Business

Tools

HubSpot

Salesforce

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.