Senior Manager, Client Success

Role Overview

• The Senior Manager, Client Success is responsible for the retention, growth and overall health of an assigned portfolio of existing client accounts.
• This role serves as the primary point of accountability for client satisfaction, service performance, contract renewal and revenue expansion across services.
• This position acts as a strategic partner to clients, translating client objectives into delivered outcomes through coordinated service delivery, performance reporting, and proactive account planning.
• Own a portfolio of client accounts, ensuring satisfaction, retention, and long-term value.
• Act as the primary point of contact and senior escalation for client issues.
• Build and maintain relationships with client stakeholders (operational and executive).
• Lead client meetings, including business reviews, service updates, and renewals.
• Identify and drive opportunities for upsell, cross-sell, and account expansion.
• Manage renewals, pricing discussions, and contract updates ** Partner cross-functionally (Sales, Operations, Finance, etc.) to deliver and expand services.
• Oversee service delivery to ensure performance meets SLAs, KPIs, and contract terms.
• Monitor performance and translate client feedback into service improvements.
• Develop and present client-facing reports, dashboards, and performance insights.
• Act as the internal voice of the client to align teams and drive outcomes.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or related field (or equivalent experience)
• 7+ years of professional experience
• 3+ years in waste & recycling, sustainability, or services-based industries
• Proven experience managing complex client accounts and driving retention and growth
• Strong commercial acumen (pricing, renewals, contract management)
• Experience working cross-functionally in a services or recurring-revenue environment
• Excellent communication and presentation skills
• Strong analytical and reporting skills with attention to detail
• Ability to manage multiple priorities and lead cross-functional initiatives

Benefits

• Comprehensive health and dental benefits
• Employer matching of employee retirement contribution
• Supportive work-life balance: hybrid/in-office work schedule
• Supportive of professional development
• Dynamic and international working environment
• Will work in close coordination with Reconomy teams in the Americas and periodically with other regions