Customer Success Manager

Search Solution Group; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Performance bonus

Paid time off

401(k)

Job summary

Search Solution Group in Charlotte, NC is seeking a Client Success Manager to serve as the primary relationship manager after a search engagement is launched, ensuring an exceptional client experience from kickoff through placement and beyond.

You will work closely with Business Development Managers, Recruiters, Recruiting Leaders, and Executive Leadership to proactively communicate progress, identify issues, and deliver world-class service.

Qualifications

• Bachelor's degree preferred.
• 3+ years of client-facing experience in staffing, recruiting, account management, customer success, sales support, project management, or professional services.
• Exceptional verbal and written communication skills.
• Strong organizational and project management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and follow-through.
• Strong problem-solving skills.
• Experience with CRM systems such as HubSpot preferred.

Responsibilities

• Serve as the primary point of contact for assigned clients throughout the recruiting process.
• Build trusted, long-term relationships with hiring managers and executive stakeholders.
• Conduct regular client check-in meetings and search update calls.
• Ensure clients receive timely communication throughout every phase of the search.
• Proactively identify opportunities to improve the client experience.
• Coordinate search kickoff meetings with internal recruiting teams.
• Partner with recruiters to monitor search progress, timelines, and deliverables.
• Ensure searches remain on track and client expectations are met.
• Escalate concerns quickly and collaborate on solutions.
• Monitor search activity, candidate pipelines, and project milestones.
• Provide clients with weekly search status updates.
• Deliver market intelligence and recruiting insights.
• Communicate candidate feedback, interview updates, and hiring timelines.
• Manage client expectations regarding market conditions and search progress.
• Maintain consistent communication with both internal teams and clients.
• Drive high levels of client satisfaction and retention.
• Identify opportunities to expand existing client relationships.
• Partner with Business Development to uncover additional hiring needs.
• Support contract renewals and repeat business opportunities.
• Ensure every engagement reflects SSG's commitment to excellence.
• Maintain accurate records in HubSpot and internal systems.

Skills

Client relationship management

Communication

Organization

Project management

Time management

Problem solving

Education

Bachelor's degree

Tools

HubSpot

Job description

Reports To: Director of Client Success / Executive Leadership

About Search Solution Group

Search Solution Group is one of the nation's largest privately held executive search, direct hire, contract staffing, and consulting firms. For more than 20 years, we have partnered with organizations ranging from high-growth startups to Fortune 500 companies to identify and deliver exceptional talent across Human Resources, Finance, Accounting, Manufacturing, Engineering, Supply Chain, Sales, Marketing, Executive Leadership, and many other functional areas.

At SSG, we believe exceptional client service is what transforms a successful placement into a long-term partnership.

Position Summary

The Client Success Manager serves as the primary relationship manager for SSG's clients after a search engagement has been launched. This individual is responsible for ensuring an exceptional client experience by driving communication, accountability, project coordination, and successful search execution from kickoff through placement and beyond.

Working closely with Business Development Managers, Recruiters, Recruiting Leaders, and Executive Leadership, the Client Success Manager acts as the client's trusted advisor—proactively communicating search progress, identifying potential issues before they become problems, and ensuring every client receives world-class service.

This role requires someone who thrives in a fast-paced environment, enjoys building relationships, communicates exceptionally well, and has a passion for delivering outstanding client experiences.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients throughout the recruiting process.
• Build trusted, long-term relationships with hiring managers and executive stakeholders.
• Conduct regular client check-in meetings and search update calls.
• Ensure clients receive timely communication throughout every phase of the search.
• Proactively identify opportunities to improve the client experience.

Search Coordination

• Coordinate search kickoff meetings with internal recruiting teams.
• Partner with recruiters to monitor search progress, timelines, and deliverables.
• Ensure searches remain on track and client expectations are met.
• Escalate concerns quickly and collaborate on solutions.
• Monitor search activity, candidate pipelines, and project milestones.

Communication

• Provide clients with weekly search status updates.
• Deliver market intelligence and recruiting insights.
• Communicate candidate feedback, interview updates, and hiring timelines.
• Manage client expectations regarding market conditions and search progress.
• Maintain consistent communication with both internal teams and clients.

Client Success

• Drive high levels of client satisfaction and retention.
• Identify opportunities to expand existing client relationships.
• Partner with Business Development to uncover additional hiring needs.
• Support contract renewals and repeat business opportunities.
• Ensure every engagement reflects SSG's commitment to excellence.

Operational Excellence

• Maintain accurate records in HubSpot and internal systems.
• Track client activity and engagement metrics.
• Assist with reporting, KPIs, and client satisfaction initiatives.
• Help improve internal processes and client workflows.
• Support implementation of AI and technology tools that enhance the client experience.

Qualifications

Required

• Bachelor's degree preferred.
• 3+ years of client-facing experience in staffing, recruiting, account management, customer success, sales support, project management, or professional services.
• Exceptional verbal and written communication skills.
• Strong organizational and project management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and follow-through.
• Strong problem-solving skills.
• Experience with CRM systems such as HubSpot preferred.

Preferred Experience

• Executive search
• Staffing or recruiting
• Professional services
• Human Resources
• Account management

Core Competencies

• Relationship Building
• Client Communication
• Executive Presence
• Organization
• Accountability
• Time Management
• Problem Solving
• Project Coordination

Key Performance Indicators

Success in this role will be measured by:

• Client retention and repeat business
• Search communication timeliness
• Weekly client updates completed
• Search milestone adherence
• Issue resolution time
• Placement success rate
• Internal recruiter satisfaction
• Revenue expansion within existing accounts

Why Join SSG?

At Search Solution Group, you'll join a high-performance organization committed to excellence, innovation, and continuous improvement. You'll have the opportunity to work alongside experienced recruiting professionals, build relationships with some of the country's leading organizations, and directly contribute to helping companies hire exceptional talent.

We invest heavily in technology, AI, training, and professional development, providing our team with the tools and support needed to deliver an unmatched client experience and accelerate career growth.

Compensation

• Performance Bonus Opportunities
• Paid Time Off
• 401(k)
• Ongoing Training & Professional Development