Client Relations Manager

Job purpose  

The Client Relations Manager leads and develops a team of Client Success Consultants responsible for delivering an exceptional client experience. This role drives team performance, client retention, and revenue growth by establishing clear expectations, monitoring results, coaching employees, and proactively addressing client and team needs.

Essential Functions 

As a BELAY Corporate Team member, you will professionally represent the company in all virtual and in-person interactions. You are expected to exemplify our mission, vision, and core values while fostering a collaborative and positive team environment.

• Lead and develop a team of Client Success Consultants by establishing clear objectives, performance expectations, and accountability for results.
• Conduct regular one-on-one and team meetings to provide coaching, feedback, training, and support.
• Monitor team performance against established client retention, revenue, service, and productivity goals, using data to identify trends and determine appropriate actions.
• Manage employee performance by recognizing strong contributions, identifying development opportunities, and addressing performance concerns through timely coaching and documented improvement plans.
• Ensure Client Success Consultants provide proactive, consultative support throughout the client lifecycle, including onboarding, ongoing communication, issue resolution, and account growth.
• Review client and contractor feedback, account health indicators, and escalation trends to identify risks and improve the overall service experience.
• Ensure at-risk accounts have documented action plans, assigned owners, and defined timelines to support client retention.
• Coach Client Success Consultants to identify appropriate upsell, referral, and account expansion opportunities within their client portfolios.
• Partner with the Director of Client Relations and cross-functional stakeholders to resolve escalations and support targeted retention and revenue-growth initiatives.
• Recommend improvements to processes, systems, tools, and service delivery based on performance data, client needs, and business priorities.

Minimum Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 3 or more years of experience in client success, account management, sales, or a related client-facing environment.
• 1 or more years of experience leading, supervising, or coaching employees.
• Experience managing client retention, account health, or revenue-growth initiatives.
• Experience using performance metrics and business systems to monitor results and make informed decisions.
• Demonstrated ability to coach employees, address performance concerns, and manage client escalations.

Preferred Qualifications

• Experience leading a client success or account management team in a remote environment.
• Experience with customer relationship management, client success, or performance management systems.
• Experience using AI-assisted tools to improve team efficiency or client outcomes.

Skills & Competencies

• Strong people leadership and employee coaching skills.
• Strong verbal and written communication skills.
• Client relationship management and consultative service skills.
• Ability to interpret performance data and translate findings into action.
• Strong judgment, problem-solving, and conflict-resolution skills.
• Excellent organizational and time management skills.
• Ability to prioritize competing needs and meet deadlines.
• Ability to work independently and collaborate across departments.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to learn new technologies and adapt to changing business needs.

Working Conditions

BELAY is a remote-first organization. This role requires a dedicated home office, regular use of virtual collaboration tools, and a work schedule that aligns with business needs and BELAY's core collaboration hours. Occasional travel or flexibility outside standard business hours may be required based on the role.

Physical Requirements

• Prolonged periods of sitting and computer use.
• Frequent participation in virtual meetings.
• Ability to communicate effectively through video conferencing, email, and phone.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Direct Reports

Client Success Consultant(s)

Disclaimer

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change from time to time based on business needs, and team members may be assigned additional duties as needed.

Equal Employment Opportunity

BELAY is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law. 

For Recruiter Only:

Salary Range: $80,000 + $85,000

Location Requirements:

This role is remote within the U.S. However, due to employment and tax compliance considerations, we are currently unable to hire employees in the following states: California, New York, Illinois, Oregon.