Client Success Manager / Key Account Manager KAM

About the Role

We are looking for an experienced Client Success Manager / Account Manager to manage relationships with U.S.-based clients and ensure high levels of customer satisfaction, retention, and service delivery.

The ideal candidate is a strong communicator with experience managing B2B accounts, staffing relationships, customer success, or client-facing operations. This person should be comfortable working directly with business owners, executives, and other key stakeholders while coordinating with internal recruitment, operations, and support teams.

Key Responsibilities

• Serve as the primary point of contact for assigned clients and accounts.
• Build and maintain strong, long-term B2B client relationships.
• Conduct regular client check-ins, status meetings, and business reviews.
• Proactively identify client concerns, operational gaps, and opportunities for improvement.
• Manage client onboarding and ensure a smooth transition into ongoing operations.
• Coordinate closely with Recruitment, Training, Operations, and Support teams to meet client requirements.
• Monitor SLAs, KPIs, service quality, and response times.
• Handle escalations and ensure timely resolution of client concerns.
• Identify opportunities for account growth, retention, and additional services.
• Communicate client feedback internally and ensure appropriate follow-up.
• Maintain accurate account information and documentation within CRM and other systems.
• Prepare performance updates and reports for clients and internal leadership.
• Work independently in a remote environment while maintaining excellent communication and accountability.

Required Qualifications

• 3+ years of experience in Customer Success, Account Management, Client Relations, B2B Sales, or a similar client-facing role.
• Experience managing U.S.-based or international clients.
• Strong professional English communication skills, both written and verbal.
• Experience managing multiple client accounts or stakeholders.
• Strong problem-solving and conflict-resolution skills.
• Experience working with KPIs, SLAs, customer satisfaction, and retention metrics.
• Ability to coordinate effectively with cross-functional teams.
• Strong organizational and time-management skills.
• Comfortable conducting meetings and presentations with clients.
• Ability to work independently with minimal supervision.

Preferred Qualifications

• Experience in B2B staffing, recruitment, outsourcing, SaaS, e-commerce, or BPO.
• Experience coordinating candidate recruitment, interviews, onboarding, or staffing requirements.
• Experience working with U.S. companies or remote teams.
• Experience with QBRs, account reviews, client reporting, and escalation management.
• Experience identifying opportunities for account expansion or additional services.
• Previous experience in a Customer Success Manager, Client Success Manager, Account Manager, Partner Relations Manager, or Client Relations Manager position.

CRM & Tools

Candidates with experience using platforms such as:

HubSpot, HighLevel, Zendesk, Gorgias, Zoho Desk, Aircall, Kixie, Slack, Zoom, Notion, Trello, Google Workspace, Microsoft Office, or similar CRM/helpdesk and communication platforms are preferred.