Client Success Coordinator

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.

Competencies:

Integrity

• Consistently demonstrates ethical behavior.
• Addresses minor ethical issues independently.
• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.
• Takes responsibility for the outcomes of projects.
• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.
• Handles more complex customer inquiries and complaints.
• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.
• Balances multiple tasks and projects effectively.
• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.
• Tailors messages to the audience and situation.
• Facilitates productive discussions and meetings.

Teamwork

• Contributes to team goals and objectives.
• Builds positive relationships with team members.
• Resolves minor conflicts within the team.

Self-Motivated

• Takes initiative to improve processes and outcomes.
• Manages own workload and sets personal goals.
• Pursues continuous learning and development.

Required Qualifications:

• 5 years of progressive experience in client success, account management, or a customer-facing role, with a strong preference for backgrounds in professional services, financial services, legal/consulting, or other high-touch, B2B environments.
• Proven success in owning strategic client relationships, including managing high-value accounts, resolving escalated or complex issues, and driving measurable outcomes for client satisfaction, retention, and revenue growth.
• Demonstrated leadership in account portfolio strategy, including designing client success plans, guiding renewal and expansion efforts, and leveraging data to inform proactive service delivery and value realization.
• Advanced proficiency in CRM and collaboration platforms (e.g., Salesforce, HubSpot, Slack, project management tools), with the ability to analyze client data, generate insights, and optimize team workflows.
• Exceptional executive communication skills, both written and verbal, with the ability to confidently lead presentations, conduct strategic business reviews, and influence cross-functional stakeholders and clients at the leadership level.
• Strong organizational and prioritization skills, with a consistent track record of managing complex, multi-stakeholder accounts while balancing competing deadlines and operational demands.
• Meticulous attention to detail and compliance, especially when managing client documentation, reporting, or coordinating efforts across legal, finance, and operations teams.
• Demonstrated leadership and initiative, including experience mentoring junior team members, leading process improvement initiatives, and contributing to the development of best practices in client success.
• Proven ability to foster long-term relationships, influence client outcomes, and serve as a trusted advisor across a diverse client base.
• Adaptable, resilient, and solutions-oriented, capable of navigating ambiguity, managing change, and championing continuous innovation in a fast-paced, evolving environment.
• Commitment to professional development, with a deep understanding of core business services such as asset protection, entity formation, tax strategy, and estate planning, and a desire to continually expand subject matter expertise.

Preferred Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or a related field; Master’s degree or professional certification in Client Success, Customer Experience, or Strategic Account Management is strongly preferred.
• 5–7 years of progressive, client-facing experience, with at least 3 years in a senior client success, strategic account management, or consulting role within a high-impact, service-oriented environment.
• Advanced certifications in Client Success, Customer Experience, or Account Strategy (e.g., Certified Customer Success Manager, Strategic Account Management Association (SAMA), HubSpot Advanced Training, SuccessHACKER Level 2 ).
• Extensive experience managing clients in complex, regulated industries such as financial services, legal services, consulting, or enterprise business development, with a demonstrated ability to advise on nuanced or technical solutions.
• Deep working knowledge of business services, including but not limited to asset protection, entity formation, estate planning, capital structuring, or succession planning.
• Proven success in leading efforts to improve client retention, satisfaction, and expansion, including experience developing strategic client plans, renewal strategies, and cross-sell/upsell initiatives.
• Active participation or leadership in cross-functional projects aimed at enhancing the client journey, streamlining operational workflows, or deploying scalable client success programs.
• Strong business acumen and strategic thinking, with the ability to translate client objectives into actionable solutions that align with company goals and drive mutual value.
• Experience mentoring or coaching junior team members, contributing to internal training programs, or playing a leadership role in client success communities or peer groups.

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.

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 6 years in a row!

Anderson Business Advisors is an award-winning workplace -- voted Top Places to Work for 6 consecutive years by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment. 

Salary : $47,500 - $75,000