Client Services Manager

Position Summary

The Client Success Manager serves as the strategic liaison between Symbia and its clients while leading a team of Client Success Representatives dedicated to delivering exceptional service and operational excellence.

This role is responsible for building trusted client partnerships, leading customer success initiatives, ensuring contractual compliance, and collaborating cross-functionally with Operations, Transportation, Finance, Information Systems, and Project Management to deliver outstanding results.

As a mentor, coach, and advocate for the Client Success team, the Client Success Manager develops talent, promotes accountability, removes barriers to success, and creates an environment where employees can thrive professionally while consistently delivering an exceptional customer experience.

This leader serves as the voice of the client within Symbia while balancing operational execution, financial performance, and long-term relationship management.

Key Responsibilities

• Team Leadership

• Lead, coach, mentor, and develop a team of Client Success Representatives, fostering a culture of accountability, collaboration, continuous improvement, and exceptional client service.
• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and career development planning.
• Recruit, onboard, and develop new team members while promoting consistent execution of best practices and service standards.
• Serve as an advocate for the Client Success team by removing obstacles, supporting professional development, and ensuring team members have the resources needed to succeed.
• Establish clear performance expectations, recognize achievements, and address performance concerns in a timely and constructive manner.

• Client Success & Account Management

• Lead the strategic point of contact and trusted advisor for assigned client accounts.
• Build and maintain strong client relationships through proactive communication, operational expertise, and solution-oriented leadership.
• Ensure client satisfaction by consistently meeting contractual commitments and Service Level Agreements (SLAs).
• Conduct Quarterly Business Reviews (QBRs), executive business reviews, and operational performance meetings while identifying opportunities for continuous improvement and account growth.
• Oversee account profitability by ensuring billing accuracy, identifying out-of-scope services, managing scope changes, and supporting contract compliance.
• Prepare customized reporting, presentations, and business analyses that provide meaningful insights and support strategic decision-making.

• Operational Partnership

• Partner closely with Operations, Transportation, Finance, Information Systems, and Project Management to ensure seamless execution of client initiatives.
• Support new client implementations, process improvements, system enhancements, and operational transitions.
• Collaborate with Operations on labor planning, capacity forecasting, promotional events, seasonal demand, and special projects.
• Maintain a visible presence within warehouse operations to strengthen cross-functional relationships, understand operational challenges, and support successful execution.
• Foster strong communication between clients and internal departments to ensure alignment and timely resolution of issues.

• Business Leadership

• Identify operational risks, service gaps, and opportunities for continuous improvement while driving practical, data-driven solutions.
• Prepare pricing for special projects using operational analysis, labor studies, and financial data to ensure profitability.
• Lead investigations into service failures, customer concerns, and chargebacks by conducting root cause analysis and implementing corrective actions.
• Utilize operational metrics and performance reporting to identify trends, measure success, and drive continuous improvement initiatives.
• Demonstrate ownership, accountability, and sound judgment while balancing customer expectations with operational capabilities.

Required Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field, or equivalent professional experience.
• Minimum of five years of experience in supply chain, logistics, customer success, account management, or third-party logistics (3PL).
• Previous experience leading, coaching, mentoring, or developing customer service, account management, or client success professionals.
• Strong understanding of warehouse operations, fulfillment, transportation, inventory management, and supply chain processes.
• Excellent communication, presentation, organizational, and interpersonal skills with the ability to build relationships at all levels of an organization.
• Strong analytical and problem-solving skills with experience using operational and financial data to support business decisions.
• Experience interpreting customer contracts, pricing structures, and Service Level Agreements (SLAs).
• Proficiency in Microsoft Office applications, reporting tools, and Warehouse Management Systems (WMS).

Preferred Qualifications

• Experience leading Client Success or Account Management teams within a multi-client 3PL environment.
• Experience preparing and presenting executive-level business reviews and operational performance reports.
• Knowledge of continuous improvement methodologies, KPI development, and operational analytics.