Client Success Manager

DebtBlue; Richardson (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Career development opportunities

Positive workplace culture

Job summary

A debt settlement organization in Richardson, TX, is looking for an experienced Call Center Client Success Manager. This role involves leading a team of specialists, driving service excellence, and utilizing performance metrics to enhance client satisfaction. Candidates should have 2-5 years of management experience in a call center and possess strong analytical and people management skills. Join a company committed to financial stability, with opportunities for career advancement and personal growth.

Qualifications

• 2–5 years of experience in a call center management role required.
• Demonstrated ability to lead and develop teams.
• Strong problem-solving skills to handle escalated issues.
• Strong knowledge of people management, performance metrics, and operational best practices.
• Demonstrated analytical, decision‑making, and problem‑solving skills.
• Advanced organizational and time‑management abilities.
• Proficiency in Microsoft Office, SharePoint, CRM/client service platforms, and reporting tools.
• Excellent written and verbal communication skills.

Responsibilities

• Recruit and coach Client Success Specialists.
• Analyze call center performance data for improvements.
• Develop training plans and manage onboarding programs.
• Plan, prioritize, and delegate workflow to ensure operational efficiency and service‑level adherence.
• Support specialists during complex or escalated client interactions; resolve issues beyond frontline authority.
• Develop and execute strategies to meet or exceed departmental KPIs.
• Design and implement client satisfaction surveys and scoring methodologies to drive service improvements.
• Monitor team performance and service levels; implement corrective action plans when necessary.
• Review client accounts to identify improvement opportunities and provide procedural guidance to staff.
• Create, maintain, and enforce departmental documentation, SOPs, and compliance standards.
• Conduct monthly one‑on‑one coaching sessions with direct reports.
• Ensure timely resolution of escalated internal and external client matters.
• Collaborate with cross‑functional leaders to improve overall client success and retention.
• Ensure accurate and timely completion of employee timecards.
• Perform additional duties as assigned to support department operations.

Skills

People management

Operational best practices

Analytical skills

Communication skills

Organizational skills

SharePoint

CRM platforms

Reporting tools

Communication skills

Career development

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office

SharePoint

CRM platforms

Job description

DebtBlue, LLC (DB) is a fast-growing debt settlement organization committed to helping individuals and families regain financial stability. We restore peace to those facing uncertainty and help clients build a positive financial future. We are driven by integrity, excellence, compassion, and a positive attitude. If these values resonate with you, we invite you to become a DebtBluer.

Job Summary

DebtBlue, LLC is seeking a motivated and experienced Call Center Client Success Manager to lead our Client Success Department. This role is responsible for driving service excellence, operational efficiency, and team development while improving client satisfaction and departmental performance. The Client Success Manager reports to the Director of Fulfillment.

Duties & Responsibilities

• Recruit, mentor, coach, and develop Client Success Specialists while fostering a culture of accountability, engagement, and continuous improvement
• Analyze, compile, and present call center performance data; ensure accuracy of reporting and database integrity
• Develop and manage training plans, meeting agendas, and onboarding programs critical to departmental success
• Plan, prioritize, and delegate workflow to ensure operational efficiency and service‑level adherence
• Support specialists during complex or escalated client interactions; resolve issues beyond frontline authority
• Develop and execute strategies to meet or exceed departmental KPIs
• Design and implement client satisfaction surveys and scoring methodologies to drive service improvements
• Monitor team performance and service levels; implement corrective action plans when necessary
• Review client accounts to identify improvement opportunities and provide procedural guidance to staff
• Create, maintain, and enforce departmental documentation, SOPs, and compliance standards
• Conduct monthly one‑on‑one coaching sessions with direct reports
• Ensure timely resolution of escalated internal and external client matters
• Collaborate with cross‑functional leaders to improve overall client success and retention
• Ensure accurate and timely completion of employee timecards
• Perform additional duties as assigned to support department operations.

Education & Skills

• Bachelor’s degree in Business Administration or a related field (preferred)
• 2–5 years of experience in a call center management role (required)
• 2–5 years of experience in a call center environment (required)
• Strong knowledge of people management, performance metrics, and operational best practices
• Demonstrated analytical, decision‑making, and problem‑solving skills
• Advanced organizational and time‑management abilities
• Proficiency in Microsoft Office, SharePoint, CRM/client service platforms, and reporting tools
• Excellent written and verbal communication skills
• Career development and advancement opportunities

DebtBlue, LLC is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. Employment decisions are based on business needs, job requirements, and individual qualifications.