Strategic Enterprise Client Success Leader

Diversified

Kenilworth (NJ)

On-site

USD 90,000 - 130,000

Full time

9 days ago

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Job summary

Diversified is seeking a Senior Client Success Manager to own outcomes for a portfolio of Diversified’s most complex and strategic managed services clients. This senior, client-facing role blends Customer Success Management with Service Delivery Manager accountabilities to drive onboarding, adoption, value realization, renewal and expansion.

The role sits at the intersection of Clients, Service Delivery, and Sales, with accountability for ensuring measurable business outcomes, reliable

Qualifications

7+ years in customer success or related client-facing role in technology services.
Proven renewals, adoption, and executive relationship experience with enterprise clients.
Experience owning SLA performance, escalations, and service reviews for managed services.
ITIL 4 Foundation or equivalent understanding.
Experience with health scoring, usage analytics, and outcome-based reporting.
Experience managing a portfolio of complex, multi-site enterprise accounts.

Responsibilities

Align client outcomes with onboarding and build the customer success plan.
Build executive relationships and act as trusted advisor to business and technical sponsors.
Lead quarterly executive business reviews (EBRs) covering outcomes, performance, roadmap and recommendations.
Track value realization and ROI tied to success plans.
Own SLA/XLA attainment and publish service performance reporting; coordinate major incident response.
Mentor Client Success Managers and contribute to playbooks and governance templates.