Job Purpose:



The Client Success Coordinator 3 is a senior-level, client-facing role responsible for leading high-value client relationships, driving strategic account outcomes, and mentoring client success team members. This role combines advanced relationship management with a deep understanding of business services to serve as a trusted advisor to clients and an internal advocate for their long-term success. The CSC 3 takes ownership of complex accounts, contributes to the client success strategy, and plays a critical role in client retention, revenue growth, and operational excellence. As a departmental leader, the CSC 3 also supports training, process innovation, and cross-functional collaboration to elevate the overall client experience.

Key Responsibilities:

Client Strategy & Executive Relationship Management

• Serve as the primary strategic advisor for high-value and complex client accounts, ensuring alignment between client objectives and service delivery.


• Foster executive-level client relationships, leading strategic planning, quarterly business reviews (QBRs), and success roadmap development.


• Act as the final escalation point for critical client concerns, driving swift resolution and long-term trust.


• Lead client communication strategy, ensuring consistent value delivery across multiple touchpoints and departments.

Enterprise Client Coordination & Cross-Functional Leadership

• Oversee end-to-end client journey for high-impact accounts, from onboarding through renewal and expansion.


• Drive cross-functional collaboration across legal, finance, entity formation, and leadership to deliver integrated, client-centric solutions.


• Serve as a project lead on complex accounts, coordinating multi-phase deliverables and timelines to ensure superior execution.

Client Portfolio Growth & Strategic Insights

• Develop and present customized reports and insights on client activity, trends, and engagement to support retention, upsell, and cross-sell initiatives.


• Identify strategic growth opportunities within the client base and partner with sales, marketing, or leadership to drive expansion.


• Track and report on key performance indicators (KPIs) for top-tier accounts, aligning internal teams on client impact and success.

Advanced Knowledge Leadership & Client Advisory

• Serve as a subject matter expert in core business service areas (asset protection, entity formation, estate planning, etc.).


• Provide advanced advisory support and coordinate expert input where necessary to support strategic client planning.


• Lead internal and external education efforts, including documentation and tailored client materials.

Process Optimization & Departmental Innovation

• Identify gaps and lead initiatives to enhance processes, systems, and communication strategies within the Client Success department.


• Collaborate with leadership to shape client success methodologies, SOPs, and performance tools.


• Champion the adoption of best practices and drive continuous improvement based on client feedback and market trends.

Team Leadership, Coaching & Development

• Mentor and train CSC Level 1 and 2 team members, providing coaching, guidance, and knowledge sharing.


• Support onboarding of new team members and lead by example in professionalism, communication, and strategic thinking.


• Contribute to departmental planning, peer reviews, and the development of internal tools and resources.

Organizational Contribution & Strategic Alignment

• Participate in strategic planning sessions, providing client-driven insights to influence company priorities.


• Represent Client Success in cross-functional initiatives aimed at improving service delivery and operational excellence.


• Assist with special projects and other leadership-assigned responsibilities that support the broader goals of the organization.

Competencies:

Integrity

• Consistently demonstrates ethical behavior.


• Addresses minor ethical issues independently.


• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.


• Takes responsibility for the outcomes of projects.


• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.


• Handles more complex customer inquiries and complaints.


• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.


• Balances multiple tasks and projects effectively.


• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.


• Tailors messages to the audience and situation.


• Facilitates productive discussions and meetings.

Teamwork

• Contributes to team goals and objectives.


• Builds positive relationships with team members.


• Resolves minor conflicts within the team.

Self-Motivated

• Takes initiative to improve processes and outcomes.


• Manages own workload and sets personal goals.


• Pursues continuous learning and development.

Required Qualifications:

• 5+ years of progressive experience in client success, account management, or a customer-facing role, with a strong preference for backgrounds in professional services, financial services, legal/consulting, or other high-touch, B2B environments.


• Proven success in owning strategic client relationships, including managing high-value accounts, resolving escalated or complex issues, and driving measurable outcomes for client satisfaction, retention, and revenue growth.


• Demonstrated leadership in account portfolio strategy, including designing client success plans, guiding renewal and expansion efforts, and leveraging data to inform proactive service delivery and value realization.


• Advanced proficiency in CRM and collaboration platforms (e.g., Salesforce, HubSpot, Slack, project management tools), with the ability to analyze client data, generate insights, and optimize team workflows.


• Exceptional executive communication skills, both written and verbal, with the ability to confidently lead presentations, conduct strategic business reviews, and influence cross-functional stakeholders and clients at the leadership level.


• Strong organizational and prioritization skills, with a consistent track record of managing complex, multi-stakeholder accounts while balancing competing deadlines and operational demands.


• Meticulous attention to detail and compliance, especially when managing client documentation, reporting, or coordinating efforts across legal, finance, and operations teams.


• Demonstrated leadership and initiative, including experience mentoring junior team members, leading process improvement initiatives, and contributing to the development of best practices in client success.


• Proven ability to foster long-term relationships, influence client outcomes, and serve as a trusted advisor across a diverse client base.


• Adaptable, resilient, and solutions-oriented, capable of navigating ambiguity, managing change, and championing continuous innovation in a fast-paced, evolving environment.


• Commitment to professional development, with a deep understanding of core business services such as asset protection, entity formation, tax strategy, and estate planning, and a desire to continually expand subject matter expertise.

Preferred Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or a related field; Master’s degree or professional certification in Client Success, Customer Experience, or Strategic Account Management is strongly preferred.


• 5–7 years of progressive, client-facing experience, with at least 3 years in a senior client success, strategic account management, or consulting role within a high-impact, service-oriented environment.


• Advanced certifications in Client Success, Customer Experience, or Account Strategy (e.g., Certified Customer Success Manager, Strategic Account Management Association (SAMA), HubSpot Advanced Training, SuccessHACKER Level 2+).


• Extensive experience managing clients in complex, regulated industries such as financial services, legal services, consulting, or enterprise business development, with a demonstrated ability to advise on nuanced or technical solutions.


• Deep working knowledge of business services, including but not limited to asset protection, entity formation, estate planning, capital structuring, or succession planning.


• Proven success in leading efforts to improve client retention, satisfaction, and expansion, including experience developing strategic client plans, renewal strategies, and cross-sell/upsell initiatives.


• Active participation or leadership in cross-functional projects aimed at enhancing the client journey, streamlining operational workflows, or deploying scalable client success programs.


• Strong business acumen and strategic thinking, with the ability to translate client objectives into actionable solutions that align with company goals and drive mutual value.


• Experience mentoring or coaching junior team members, contributing to internal training programs, or playing a leadership role in client success communities or peer groups.

Performance Metrics:

Client Satisfaction, Retention & Growth

• Maintains high client satisfaction through measurable outcomes such as Net Promoter Score (NPS), qualitative client feedback, and renewal rates, with a focus on high-value or complex accounts.


• Drives long-term retention and expansion of strategic accounts, including successful renewal negotiations, client advocacy creation, and referral generation.


• Successfully navigates escalations with minimal leadership intervention, demonstrating ownership of client sentiment and resolution.


• Leads Quarterly Business Reviews (QBRs) and exec-level engagements that reinforce client value and deepen strategic relationships.

Strategic Account Performance & Revenue Impact

• Oversees holistic portfolio health, including deep tracking of success plans, engagement metrics, and client lifecycle milestones.


• Identifies and executes on upsell, cross-sell, and expansion opportunities, contributing directly to team or departmental revenue targets.


• Provides strategic insight and consultative guidance that improves client outcomes and positions the company as a trusted advisor.


• Collaborates with Sales and Product teams to align client feedback with business offerings and shape service roadmap improvements.

Operational Efficiency & Scalable Service Delivery

• Consistently exceeds internal KPIs for task execution, account management cadence, and service timeliness — especially across complex, multi-product clients.


• Improves and streamlines workflows, onboarding processes, and playbooks to increase team efficiency and service consistency.


• Manages high account volume and complexity with minimal oversight while ensuring accuracy, timely follow-ups, and operational clarity.

Leadership in Communication & Collaboration

• Leads client-facing presentations, strategic planning calls, and cross-functional alignment efforts, acting as a central point of influence.


• Coaches junior CSCs or new hires on effective communication practices and provides guidance on managing client challenges.


• Demonstrates proactive communication in CRM tools, account documentation, and internal knowledge transfers, ensuring team visibility and continuity.

Thought Leadership & Professional Development

• Demonstrates expert-level knowledge of service areas such as asset protection, entity formation, estate planning, and other advisory topics.


• Contributes to internal enablement through mentoring, creating knowledge assets, or leading peer sessions on client success strategies.


• Actively pursues advanced certifications, leadership courses, or industry involvement that enhance strategic client advisory capabilities and domain credibility.