Client Services Manager

The Client Services Manager (CSM) is the primary owner of the client relationship and is accountable for client retention, satisfaction, and commercial health across their assigned portfolio. The CSM ensures clients achieve their intended outcomes through Booth’s managed solutions while protecting and improving gross margin performance, operational alignment, and long-term partnership growth. The CSM serves as the client’s strategic partner and Booth’s internal advocate, ensuring alignment between client expectations, operational delivery, and commercial objectives.

Core Accountability Areas:

Client Relationship Ownership

• Maintain trusted, executive-level client relationships
  
• Act as the primary escalation point for all client concerns
  
• Conduct regular client check-ins and business reviews
  
• Ensure clear alignment of expectations, scope, and service delivery
  
• Drive long-term client retention and partnership strength
  

Client Engagement Score (CES) Ownership

• Maintain and regularly update CES tracking for assigned clients
  
• Identify early risk indicators and implement mitigation plans
  
• Ensure proactive engagement cadence aligned with CES framework
  
• Escalate at-risk accounts internally and drive recovery plans
  
• Maintain accurate client health documentation
  

Client Retention and Risk Management

• Identify early warning indicators of potential churn or contraction
  
• Lead proactive retention planning and intervention strategies
  
• Partner with leadership and operations to resolve retention risks
  
• Protect recurring revenue and maintain portfolio stability
  
• Execute structured retention interventions when required
  

Commercial and Margin Ownership

• Maintain awareness of account margin performance
  
• Identify opportunities to improve commercial outcomes
  
• Support contract renewals, amendments, and pricing alignment
  
• Ensure commercial sustainability of client engagements
  
• Partner with leadership on strategic account planning
  

Onboarding and Transition Governance

• Support onboarding governance aligned with Booth’s onboarding framework
  
• Ensure proper transition from Sales to Operations
  
• Confirm alignment of scope, expectations, and service delivery
  
• Identify and resolve onboarding risks early
  
• Ensure clients achieve initial success milestones
  

Operational Alignment and Coordination

• Partner with Operations, Recruitment, HR, and Finance teams
  
• Ensure alignment between contracted scope and operational delivery
  
• Resolve operational issues impacting client success
  
• Maintain accurate CRM and client documentation
  
• Ensure adherence to contractual obligations and SLAs
  

Success Measures

• Client retention rate
  
• Client Engagement Score (CES) performance
  
• Portfolio gross margin health
  
• Client satisfaction and relationship strength
  
• Successful onboarding and account stabilization
  
• Reduction of at-risk accounts
  
• Portfolio stability and long-term client tenure
  

Requirements

Requirements and Qualifications

• Minimum 5 years experience in client success, account management, or client operations
  
• Strong client relationship and communication skills
  
• Strong commercial awareness and business judgment
  
• Strong problem-solving and decision-making capability
  
• Strong organizational and prioritization skills
  
• Ability to manage multiple clients simultaneously
  
• Experience with CRM systems and structured account management
  
• Leadership mindset with ownership mentality
  
• Experience in outsourcing, staffing, managed services, or BPO environments preferred
  
• Experience managing client retention and account growth preferred