Senior Client Success & Onboarding Lead

Paradigm; Virginia Beach (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Retirement plan with company matching

Paid sick leave

Paid annual leave

Job summary

Paradigm in Virginia Beach, USA, seeks a senior-level Client Success Manager to support complex client relationships, lead advanced onboarding efforts, and help higher education clients maximize value from Paradigm’s solutions.

You will collaborate with clients, internal teams, and Client Relations leadership to identify risks, strengthen engagement, and drive scalable onboarding, playbooks, and process improvements while mentoring others.

Qualifications

• 7+ years in client success, account management, or client relations.
• 3+ years managing complex enterprise or strategic accounts and mentoring others.
• Experience handling sensitive client situations with professionalism.
• Excellent verbal and written communication with stakeholders at all levels.
• Experience in CRM software such as Microsoft Dynamics 365.

Responsibilities

• Own and manage complex client relationships requiring senior-level support.
• Develop client success plans, health action plans, and engagement strategies.
• Lead strategic check-ins, business reviews, and senior-level conversations with credibility.
• Monitor health indicators and renewal signals to identify risk early.
• Create clear recovery plans with owners, steps, timelines, and escalations.
• Lead onboarding initiatives including product expansion and client change onboarding.
• Mentor junior and mid-level managers on onboarding execution and communication cadence.
• Support expansion opportunities by documenting requirements and validating feasibility.
• Share feedback to Product and leadership on pain points and roadmaps.

Skills

Client success

Account management

Onboarding

Mentoring

Stakeholder management

Communication

CRM (Dynamics 365)

Tools

Microsoft Dynamics 365 CRM

Job description

Paradigm in Virginia Beach, USA, seeks a senior-level Client Success Manager to support complex client relationships, lead advanced onboarding efforts, and help higher education clients maximize value from Paradigm’s solutions.

You will collaborate with clients, internal teams, and Client Relations leadership to identify risks, strengthen engagement, and drive scalable onboarding, playbooks, and process improvements while mentoring others.