Manager of Client Success

CRG Search; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

CRG Search in Charlotte, NC seeks a Manager of Client Success to lead client experience and retention strategies across an active portfolio. You will drive measurable business results in a high-impact leadership role, ensuring clients see value and stay engaged.

This role involves leading a high-performing team while building processes to improve retention and reduce churn. Proactive management of at-risk clients and collaboration with internal teams are essential for success.

Qualifications

• 7+ years in client success, account management, or customer-facing leadership roles.
• Experience in marketing agency, B2B services, or recurring revenue environments.
• Proven track record of improving retention, churn, or client growth metrics.

Responsibilities

• Own client retention, churn reduction, and recurring revenue growth.
• Lead and develop a team of Client Success Specialists.
• Identify at-risk clients, implementing proactive retention strategies.

Skills

Client retention

Team leadership

Proactive retention strategies

Operational mindset

Job description

Our client is a growth-focused, services-based organization partnering with clients to drive measurable business results and long-term success.

They are seeking a Manager of Client Success to lead and scale their client experience, retention, and revenue growth across an active portfolio. This is a high-impact leadership role responsible for ensuring clients see clear value, stay engaged, and continue to expand over time.

You’ll lead a small, high-performing team while building the systems, processes, and structure needed to improve retention, reduce churn, and drive recurring revenue. This role operates as a “player-coach,” balancing strategic oversight with hands‑on execution across client relationships.

Key Responsibilities

• Own client retention, churn reduction, and recurring revenue growth (NRR)
• Lead and develop a team of Client Success Specialists
• Identify and manage at‑risk clients, implementing proactive retention strategies
• Build and execute client success processes (health scoring, reporting, cadence)
• Serve as an escalation point to ensure strong client relationships and outcomes
• Partner internally to align delivery with client expectations and results

Qualifications

• 7+ years in client success, account management, or customer-facing leadership roles
• Experience in marketing agency, B2B services, or recurring revenue environments
• Proven track record of improving retention, churn, or client growth metrics
• Experience leading and coaching small, high-performing teams
• Strong operational mindset with the ability to build and implement scalable processes