What are the responsibilities and job description for the Senior Manager, Client Success position at Neighborly Software?
Senior Manager, Client Success
Reports to: Sr. Director, Client Success
Status: Exempt / Salaried
Direct Reports: 4–6
Job Description
As the Senior Manager, Client Success at Neighborly Software, you will lead a team of experienced Client Success Managers responsible for managing the organization’s most strategic and complex client relationships. This role focuses on ensuring clients achieve long-term success using Neighborly Software through strong partnership, proactive engagement, and strategic guidance.
The Senior Manager will take a player-coach leadership approach, mentoring and supporting senior CSMs while also directly engaging with key clients to drive adoption, retention, and growth. This role serves as an escalation point for complex client needs, partners closely with Finance to support renewal and expansion opportunities and represent the voice of the customer internally.
The ideal candidate is an experienced Client Success leader who excels at managing strategic relationships, developing high-performing CSMs, and driving measurable outcomes across the client lifecycle.
Key Responsibilities
- Lead, mentor, and develop a team of Client Success Managers responsible for Neighborly Software’s largest client accounts
- Provide ongoing coaching to support strong client relationship management, strategic account planning, and client engagement best practices
- Foster a culture of accountability, collaboration, and client advocacy across the Client Success team
- Support the professional development of team members to strengthen subject matter expertise and leadership skills
- Oversee a portfolio of strategic client accounts, ensuring high levels of client satisfaction, adoption, and long-term success
- Partner with CSMs to develop and execute strategic plans that align with client goals and program outcomes
- Participate in executive-level client engagements, including Quarterly Business Reviews (QBRs) and strategic planning discussions
- Serve as a senior escalation point for complex client issues and work cross-functionally to resolve challenges
- Drive strategies that support client retention, renewal success, and account growth
- Partner closely with CSMs and Finance to identify upsell and expansion opportunities
- Support renewal planning and risk mitigation strategies for high-value accounts
- Monitor client health indicators and work proactively with CSMs to address potential churn risks
- Monitor and drive performance against KPIs, including retention, churn, client satisfaction, and product adoption
- Support CSM capacity planning and workload management across the strategic account segment
- Ensure consistent execution of Client Success processes, engagement models, and best practices
- Identify opportunities to improve Client Success workflows, reporting, and operational efficiency
- Partner with Sales, Product Management, Support, and Implementation teams to ensure alignment across the client lifecycle
- Help translate client feedback into actionable recommendations for product enhancements and service improvements
- Maintain strong knowledge of HUD programs and industry best practices to guide clients and support the Client Success team
- Ensure clients understand how to effectively leverage the Neighborly platform to achieve program goals
- Support CSMs in providing best practice recommendations and strategic guidance to clients
Qualifications
- 6 years of experience in Client Success, Account Management, or Strategic Account Management within a SaaS organization
- 4 years of experience managing Client Success Managers or similar client-facing roles
- Demonstrated success managing strategic client relationships and complex accounts
- Experience supporting client retention, renewal strategy, and account growth
- Strong leadership, coaching, and team development skills
- Excellent communication and presentation skills with the ability to engage internal and external stakeholders at all levels
- Experience collaborating cross-functionally with Sales, Product, and Operations teams
- Self-starter with the ability to thrive in a fast-paced and evolving environment
- Demonstrated passion for Neighborly Software’s mission of helping low- and moderate-income households and neighborhoods
- Knowledge of HUD programs, specifically Housing Choice Vouchers and/or Federal Programs such as CDBG, ESG, HOME, and HOPWA
Desired Qualifications
- Bachelor’s degree
- Experience working with housing, economic, and community development organizations or Housing Authorities
- Experience managing enterprise or strategic client accounts
- Experience developing client success strategies for complex SaaS