Customer Success Manager

Title: Customer Success Manager

Department: Client Delivery

Location: Remote 80%- Travel 15-20%

Job Type: Exempt

Our Why

Our mission is to help shrink the wealth gap by fostering economic growth and inclusivity. We achieve this by hiring, training, and retaining underrepresented talent and by equipping small and MWBE businesses with the tools they need to be successful.​We do this by:

Hiring, training, and retaining underrepresented talent equipping small and MWBE businesses with the tools they need to grow and scale impacting our 4 C’s daily.

How we measure our why: Support growth and scaling of small businesses, train, develop, and mentor 1000 people in 2026.

Our commitment: “We commit to providing unmatched service, delivering on 100% of our promises, and developing our 4 C’s: Coworkers, Community, Consultants, and Clients.”

What We Do & Why This Role Matters

The Customer Success Manager (CSM) is the operational partner to the VP of National Accounts, acting as the primary day-to-day liaison for national clients. Where the VP builds the relationship and opens the door, the CSM owns what happens next: making sure new opportunities are delivered on, consultants placed with the client are performing, and issues are caught and resolved before they become problems.

The CSM is also JPI Group’s early warning system and opportunity scout inside existing accounts — spotting new needs, expansions, and initiatives before they’re formally on the table. 

This role is ideal for someone who thrives on ownership, is comfortable managing multiple workstreams and stakeholders at once, and wants a direct line into how national account strategy gets executed. 

Essential Responsibilities:

Client Liaison & Delivery of New Opportunities 

• Serve as the primary point of contact for clients once the VP of National Accounts has secured a new opportunity, ensuring a smooth handoff and clear expectations from day one. 
• Coordinate with internal recruiting and delivery teams to make sure new engagements are staffed accurately and on schedule. 
• Keep clients informed on delivery progress, timelines, and any changes — proactively, not just when asked. 
• Escalate delivery risks early and drive them to resolution, looping in the VP of National Accounts on anything that could affect the relationship. 

Performance Management of Placed Consultants 

• Monitor the performance, attendance, and client satisfaction of consultants currently working within each account. 
• Conduct regular check-ins with both clients and consultants to catch performance issues, engagement concerns, or scope creep early. 
• Partner with internal teams on coaching, replacement, or off-boarding decisions when a consultant isn’t meeting expectations. 
• Maintain accurate, up-to-date records on consultant performance and client feedback for each account. 

Discovery of New Initiatives 

• Use regular client contact to uncover new needs, upcoming programs, or expansion opportunities within existing accounts. 
• Translate client conversations into qualified leads and pass them to the VP of National Accounts and internal sales team. 
• Stay current on each client’s business priorities, program cycles, and funding changes to spot opportunities before they’re publicly available. 
• Support the VP of National Accounts in account planning by providing on-the-ground intelligence from day-to-day client contact. 

Internal Collaboration 

• Act as the connective tissue between the VP of National Accounts, recruiting, delivery, and account leadership. 
• Provide regular account status updates and performance summaries to the VP of National Accounts and leadership. 
• Flag risks, wins, and opportunities in a timely way so nothing falls through the cracks between sales and delivery. 

Not responsible for:

• Owning revenue targets (they support BD).
• Running req-by-req recruiting (that’s ARM or in an account where there isn’t an ARM, the Recruiting manager would support the req alignment).

Required Skills:

• 5+ years of experience in recruiting, with a proven track record of meeting and exceeding targets.
• 3+ years of client support or account management experience
• Excellent communication and interpersonal skills
• Ability to analyze data and market trends to inform sales strategy
• Familiarity with CRM software and other sales tools
• Proven ability to build and maintain relationships with clients and partners

Physical Requirements:

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Communication with others to exchange information
• Repeating motions that may include the wrists, hands and/or fingers
• Assessing the accuracy, neatness and thoroughness of the work assigned

The JPI Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training