Customer Success Manager

Morgan Hunter; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

Morgan Hunter is partnering with a growing national Kansas City company to hire an experienced Client Success Manager. This leadership role focuses on developing people, strengthening processes, and fostering a diverse, inclusive team that delivers excellent client experiences.

The ideal candidate will coach and develop the team, set expectations, and drive accountability while maintaining a calm, solution-focused approach in a busy environment.

Qualifications

• Experience leading client success, customer service, project coordination, purchasing, or operational support teams.
• Proven coaching ability with team development.
• Strong project management and organizational skills.
• Experience resolving escalated client concerns.
• Ability to manage multiple priorities in a changing environment.
• Strong written and verbal communication skills.
• Ability to work with front line staff, senior leaders, clients and partners.
• Experience documenting and improving standard operating procedures.
• Data-driven decision making and use of performance metrics.
• Technical aptitude to learn detailed products, systems, and processes.

Responsibilities

• Lead, coach, mentor, and develop a team of client and project coordination professionals.
• Build a positive culture based on trust, accountability, communication, and teamwork.
• Establish clear expectations and provide regular feedback, coaching, and performance support.
• Oversee daily client success, project coordination, and purchasing activities.
• Ensure projects remain organized and moving toward completion.
• Address escalated client concerns and drive resolution with clear communication.
• Review processes to improve service, efficiency, accuracy, and productivity.
• Use performance data and client feedback to guide decisions.
• Collaborate with Sales, Operations, Finance, and other departments to improve client experience.
• Help establish and maintain operating procedures and service standards.
• Support hiring, onboarding, training, and ongoing employee development.

Skills

Leadership

Coaching

Project management

Communication

Problem solving

MS Office

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Morgan Hunter is working with a growing national Kansas City company to find an experienced Client Success Manager. This is an important leadership role for someone who knows how to develop people, strengthen processes, and create an environment in which employees from diverse backgrounds and experience levels can succeed together.

The biggest priority is leadership. Our client needs someone who will be present, approachable, and actively involved in coaching and developing the team. This person will set clear expectations, hold people accountable, recognize individual strengths, and help employees grow.

The Client Success Manager will lead several client and project coordination functions that support customers throughout the life of their projects. This person will also oversee purchasing activities, help resolve escalated client concerns, and ensure communication remains clear and consistent when priorities, schedules, or circumstances change.

This is a busy environment where no two days will look exactly the same. The right person will remain calm under pressure, think quickly, and help the team find practical solutions without losing sight of the client experience.

Primary Responsibilities

• Lead, coach, mentor, and develop a team of client and project coordination professionals
• Build a positive culture based on trust, accountability, communication, and teamwork
• Establish clear expectations and provide regular feedback, coaching, and performance support
• Oversee daily client success, project coordination, and purchasing activities
• Ensure projects remain organized and continue moving toward completion
• Step into escalated client concerns and lead the process through resolutionMake sure clients receive accurate, timely, and consistent communication
• Review current processes and identify opportunities to improve service, efficiency, accuracy, and productivity
• Use performance data, client feedback, and operating metrics to identify problems and guide decisions
• Work closely with Sales, Operations, Finance, and other internal departments to improve communication and the overall client experience
• Help establish and maintain effective operating procedures and service standards
• Support hiring, onboarding, training, and continued employee development
• Create an environment where employees take ownership of their work and understand how their performance affects clients and the company

What do you need to be successful?

• Proven experience leading and developing a client success, customer service, project coordination, purchasing, or operational support team
• A genuine interest in coaching people and helping employees reach a higher level of performance
• Strong project management and organizational skills
• Experience resolving complex or escalated client concerns
• The ability to manage multiple priorities and make sound decisions in a changing environment
• Strong written and verbal communication skills
• The ability to work effectively with front line employees, senior leaders, clients, and outside partners
• Experience managing standard operating processes and procedures
• Strong problem solving and critical thinking skills
• Comfort using facts, feedback, and performance metrics to make decisions and improve results
• Enough technical aptitude to learn detailed products, systems, and processes
• Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint

The Ideal Candidate

The strongest candidate will be an experienced people leader who enjoys developing employees and creating a strong team culture. This person will be personable and relatable while still being willing to address performance issues, set expectations, and hold people accountable.

They will understand that great client service requires more than solving the immediate problem. It requires clear communication, thoughtful planning, consistent follow through, and a team that works well together.

This is an excellent opportunity for someone who wants to make a visible impact on a growing organization and help shape how the company supports both its clients and employees.

IMPORTANT NOTE:

Candidates must be authorized to work in the United States without current or future employer sponsorship. The role is also located in the Kansas City metro all candidates must reside in the area for consideration. Thanks!