Client Success Manager, Operator Qualification

About the role

The role of Client Success Manager at Veriforce involves leading key Operator Qualification (OQ) accounts and helping clients realize value from the VeriSource platform. Key responsibilities include building and maintaining strategic client relationships, leading value-based conversations, monitoring client health and KPIs, identifying opportunities for retention and expansion, and collaborating with various internal teams.

Responsibilities

• Own strategic relationships for assigned OQ client accounts, developing clear understanding of each client's objectives, stakeholders, success measures, and value drivers.
• Create and maintain account plans and success plans that align client priorities with measurable outcomes, adoption goals, and long-term partnership value.
• Lead proactive client engagement, including value conversations, strategic check-ins, business reviews, and on-site or virtual meetings as appropriate.
• Maintain account health, satisfaction, usage, risks, and agreed KPIs; identify concerns early and coordinate action plans to improve the client experience.
• Identify retention, renewal, and expansion opportunities, partnering with the appropriate internal teams to support profitable account growth.
• Build relationships across client organizations and connect with the right decision-makers, champions, and operational stakeholders.
• Collaborate with Client Success partners, Sales, Support, Product, and Finance to provide seamless handoffs, resolve escalations, and deliver coordinated client support.
• Develop deep knowledge of Veriforce’s OQ solutions, client workflows, and industry needs to serve as a credible, consultative partner.
• Represent the voice of the client by sharing feedback and insights that inform service improvements, sales strategy, and product priorities.
• Use client and account data to communicate progress, reinforce value, and build trust and advocacy.

Requirements

• Demonstrated experience in client success, account management, or a closely related client-facing role, with ownership of client accounts.
• Experience in Operator Qualification (OQ), pipeline compliance, contractor management, safety, or another regulated environment.
• Proven ability to improve client retention and identify account growth or expansion opportunities.
• Experience developing strategic account plans or success plans and leading value-based client conversations.
• Strong customer-first mindset with the ability to build trust and communicate effectively with clients and internal stakeholders.
• Ability to work independently, establish structure, and manage competing priorities in an evolving environment.
• Strong process, project management, problem-solving, and escalation-management skills.
• Ability to use account data, client health indicators, and KPIs to guide decisions and communicate progress.
• Strong cross-functional collaboration skills and the ability to connect clients with the right internal resources.
• Ability to learn complex products and client workflows and translate them into clear business value.
• Exceptional written and verbal communication skills, with the ability to distill complex information into clear, concise communications.

Desirable

• Experience managing enterprise or complex client accounts in a SaaS or technology-enabled services environment.
• Experience supporting renewals and variable-compensation or KPI-based performance goals.
• Experience conducting executive or strategic business reviews and presenting to varied stakeholder groups.

Pay

$95,000 - $110,000 / year

Schedule

Full-time