Client Success Coordinator III

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. Required Qualifications:
5+ years in client success, account management, or similar roles in professional or B2B environments.
Proven success managing high-value accounts, resolving complex issues, and driving retention and growth.
Experience developing client strategies, success plans, and expansion initiatives.
Proficiency with CRM and collaboration tools (e.g., Salesforce, HubSpot).
Strong executive communication and presentation skills.
Excellent organization and ability to manage complex, multi-stakeholder accounts.
High attention to detail, especially in regulated environments.
Experience mentoring team members and improving processes.
Ability to build long-term client relationships and act as a trusted advisor.
Adaptable and solutions-oriented in fast-paced environments.
Knowledge of business services (asset protection, entity formation, tax, estate planning). Preferred Qualifications:
Bachelor’s degree (Master’s or certifications preferred).
5–7 years of experience, including 3+ years in senior client success or account management roles.
Certifications in Client Success or Account Management (e.g., CCSM, SAMA).
Experience in regulated industries (financial, legal, consulting).
Strong knowledge of business services and advisory practices.
Proven success improving retention, satisfaction, and expansion.
Experience leading cross-functional initiatives and scalable programs.
Strong business acumen and strategic thinking.
Experience mentoring or contributing to training programs. 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.