Senior Manager, Client Success

Senior Manager, Client Success

*To apply, please provide a professional resume & cover letter.*

The Senior Manager, Client Success is responsible for ensuring an exceptional experience for Sunrise Landscape's commercial landscape clients through proactive communication, relationship management, and service excellence. This role is both a builder and a do-er. The Senior Manager, Client Success will design, refine, and operationalize our client success strategy while rolling up their sleeves to execute it. You will define the approach, create tools and processes, and partner closely with branch teams to bring them to life. We're looking for someone who has previously done this in a service oriented business and has the expertise to build a scalable framework from the ground up. You should be energized by creating order, clarity, and consistency in a fast-moving, rapidly growing organization.

Our clients range from Property Managers to HOA leaders to Community Managers and our front line teams are responsible for ensuring a high level of quality and excellent client experience. You will need to be able to interact at all levels both internally and externally to create these programs/processes.

This role indirectly (dotted line) leads a team of Client Relationship Managers and partners closely with Operations to deliver consistent quality, responsiveness, and professionalism across all accounts. This role will not have any direct reports.

In this role, you will be responsible for the following:

• Improve overall client retention and satisfaction scores across assigned business units.
• Develop, launch, and operationalize a standardized client success framework that is consistently adopted across branches.
• Strengthen branch execution through clear processes, tools, and support that improve on-time service delivery and reduce client escalations.
• Proactively identify and resolve client issues, reducing resolution time and improving overall client experience.
• Drive account health and growth by supporting enhancement opportunities, proactive renewals, and margin protection strategies.
• Build and maintain clear client health reporting, dashboards, and insights for leadership visibility and decision-making.
• Influence, without direct authority, client-facing team members to improve capability, communication, and client-management consistency across the company.
• Lead effective change management that improves process adoption and reduces branch-level variability in client communication and service expectations.
• Help design and implement scalable client service processes and playbooks.
• Represent the voice of the customer in internal meetings and planning sessions.

Qualifications

• Bachelor's degree in Business, Communications, or related field (or equivalent experience) required. Advanced degree highly preferred.
• 8-10 years of professional experience leading Client Success or Account Management within a large (more than 500 employees) service-based business.
• Previous experience in a start-up/turn around environment building a Client Success function from the ground up is a great add
• Excellent communication, relationship-building, and conflict-resolution skills.
• Strong organizational and analytical skills, with proficiency in CRM or workflow systems (e.g., Salesforce, Pipedrive, etc.).
• Ability to collaborate effectively across functions and influence without direct authority.
• Demonstrated ability to thrive in a fast-paced, client-centric environment.

Compensation

• Compensation for this role will be market competitive and commensurate with experience and include both a base salary and annual incentive bonus. Sunrise also offers a medical, dental and vision plans, 401k matching and attractive paid time away programs.

*To apply, please provide a professional resume & cover letter.*