Lead Client Manager

About the role

You will oversee a team of client managers focused on risk management, account growth, and increasing product adoption within the higher education sector. This position balances direct personnel management with the hands-on maintenance of a select portfolio of client accounts.

Key facts

What you'll do

• Manage, coach, and evaluate the performance of assigned client managers through regular meetings and annual reviews.
• Oversee hiring, disciplinary actions, and staff departures for your team.
• Coordinate the delivery of client communications, including webinars, release updates, and recurring emails.
• Direct strategies for retaining at-risk clients and represent the client perspective to internal product, sales, and marketing departments.
• Report on client health, renewal risks, and expansion potential to the Senior Director of Client Success.
• Assist a small portfolio of clients with billing inquiries, implementation processes, and goal setting.
• Collaborate with Account Executives to identify and pursue upsell and cross-sell opportunities.
• Create case studies and success stories based on client achievements.

Requirements

• Bachelor degree.
• Professional experience supporting or selling to the higher education market.
• Strong interest in the higher education industry.
• Ability to travel between 10% and 25% of the time, subject to business requirements.
• Excellent verbal and written communication skills.
• High level of self-motivation, initiative, and attention to detail.
• Ability to work collaboratively in a team environment.
• Commitment to ethical business practices.

Skills & tools

• Customer success management software.
• Client relationship development.
• Performance coaching and staff supervision.
• Strategic account planning.

Practical notes

• This role requires regular travel, which may fluctuate based on business needs.