Customer Success Manager

The role

The Customer Success Manager manages, retains, and grows relationships across a portfolio of existing B2B clients. This role focuses on customer satisfaction, renewals, account expansion, and add-on business.

What you will do

• Own day-to-day commercial relationships with a portfolio of existing B2B clients
• Build and maintain trusted relationships with key stakeholders and decision-makers
• Serve as a primary point of contact for assigned clients
• Monitor account health, customer satisfaction, service performance, and retention risks
• Lead or support regular account reviews and Quarterly Business Reviews (QBRs)
• Identify client concerns, risks, and opportunities
• Partner with Operations to address service concerns and support recovery plans
• Own the renewal process for assigned accounts
• Identify and pursue add-on, upsell, and cross-sell opportunities
• Maintain accurate CRM records, account plans, and forecasts

Required qualifications

• Bachelor's degree or equivalent relevant experience
• 5–7 years of experience in Customer Success, Account Management, Client Services, Relationship Management, or a similar client-facing B2B role
• Proven success managing and retaining existing B2B customers
• Demonstrated experience with renewals, upselling, cross-selling, or expansion of existing accounts
• Experience conducting account reviews, QBRs, and executive-level client meetings
• Strong commercial experience with account plans, pipelines, forecasts, and/or revenue-growth objectives
• Ability to partner effectively with Operations and other internal teams
• Experience using CRM and account-management tools
• Proficient in MS Office, particularly Outlook, Excel, and PowerPoint
• Ability to work in person in the New York City headquarters offices
• Ability to travel based on business needs

Nice to have

• Experience in recurring revenue, managed services, technology, workplace services, professional services, BPO, staffing, facilities, or other B2B service environments
• Experience managing multi-site, enterprise, or Fortune 500 clients
• Experience working with Procurement, Operations, Facilities, HR, Real Estate, IT, Finance, or other business stakeholders
• Experience managing complex client relationships involving multiple locations, service lines, departments, or stakeholder groups
• Demonstrated ability to quantify retention, renewal, upsell, cross-sell, or account-growth results
• Experience preparing business reviews, executive presentations, account plans, and commercial forecasts

Benefits

• Career Growth
• Learning & Development
• Recognition programs
• Paid Time Off
• Bonuses for employee and client referrals
• Medical
• Dental
• Vision
• HCFSA
• DCFSA
• HSA
• Commuter Transit and Parking Pre-Tax Plans

Before you apply

• Applicants may not use AI tools or any other form of real-time assistance during interviews

About the company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. They help clients enhance workplace experiences and business operations through various services.