Senior Client Success Manager - Multi-Site Operations Leader

W Services Group; Hauppauge (NY); On-site; USD 90,000 - 110,000; Full time

Job summary

W Services Group, LLC. is seeking a Senior Customer Success Manager in Hauppauge, NY. You will lead a team of Client Success Managers and serve as the main point of contact for top accounts, driving client health and service quality.

This hands-on role combines coaching with strategic oversight, ensuring SLA/KPI targets are met while coordinating with Sales, Operations, Finance, IT, and field teams. The VP of Operations relies on your leadership to sustain high client satisfaction.

Qualifications

• 5–7 years in client success, account management, or operations.
• Proven ability to lead a team and coach others.
• Experience managing a portfolio of client accounts and escalations.
• Strong communication with enterprise stakeholders and internal leadership.
• Background in facility management, field services, or multi-site operations preferred.

Responsibilities

• Lead and develop the team of Client Success Managers, including hiring and onboarding.
• Set expectations, conduct reviews, and build coaching plans.
• Manage day-to-day operations of the POC Ops model and balance workloads.
• Maintain SOPs, playbooks, and client engagement frameworks.
• Monitor SLA/KPI performance and address issues proactively.
• Provide bi-weekly updates on at-risk accounts and team performance.

Skills

Team leadership

Client success management

Data-driven decision making

Enterprise stakeholder management

Cross-functional collaboration

Tools

CMMS

Reporting software

Work order systems

Job description

W Services Group, LLC. is seeking a Senior Customer Success Manager in Hauppauge, NY. You will lead a team of Client Success Managers and serve as the main point of contact for top accounts, driving client health and service quality.

This hands-on role combines coaching with strategic oversight, ensuring SLA/KPI targets are met while coordinating with Sales, Operations, Finance, IT, and field teams. The VP of Operations relies on your leadership to sustain high client satisfaction.