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Senior Manager – Client Success
| Company | Lessen |
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| Location | Chicago, IL, USA |
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| Salary | $100000 – $120000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- A minimum of 8+ years of progressive experience in client success or strategic account management within a SaaS environment, with a strong preference for deep expertise in the real estate and/or construction technology verticals.
- Demonstrated success in managing high-value client portfolios and driving significant client growth and retention.
- Exceptional executive-level client engagement and strategic relationship management capabilities, with a proven track record of building trust and rapport with senior stakeholders.
- Outstanding communication, presentation, and interpersonal skills, including the ability to influence at all levels and negotiate complex agreements.
- A minimum of 8+ years of progressive leadership experience, including at least 5 years managing and developing teams of client success managers or account managers within a SaaS organization, ideally within the real estate and/or construction technology sectors.
- Proven ability to build high-performing teams, establish clear performance metrics, and coach managers to achieve exceptional results.
- Deep understanding of SaaS platforms and business models, coupled with significant knowledge of the residential repairs and maintenance industry landscape, including key trends, challenges, and opportunities.
- Familiarity with relevant CRM and client success management tools and technologies.
Responsibilities
- Lead the execution of the overall strategy for Lessen’s Vendor SaaS offering.
- Lead the formation of the outward-facing customer success platform, including personnel, technologies, support streams, and frameworks.
- Assist in identification of opportunities to become the leader in this space and ensure revenue growth.
- Manage the onboarding process for new clients, ensuring a smooth transition and setting the stage for long-term success.
- Work closely with clients and vendors to understand their pain points and product growth opportunities.
- Develop and maintain strong internal relationships, serving as a liaison between sales, client success, product development, and architecture to ensure alignment across teams.
- Develop and maintain strong relationships with clients, ensuring their needs are met and they are satisfied with our services.
- Train vendors on our SaaS platform and provide ongoing support to ensure they can effectively use our tools.
- Identify opportunities to cross-sell and upsell additional services to existing clients, driving revenue growth.
- Deliver excellent client service, addressing any issues promptly and effectively.
Preferred Qualifications
- Advanced coaching and leadership development skills.
- Strategic team engagement and influence capabilities.
- Ability to create and execute comprehensive team engagement strategies.
