Senior Client Success Manager

We are seeking a Senior Client Success Manager to drive account growth, manage high-level client relationships, and ensure BruntWork continues to deliver unmatched value. Beyond traditional client management, this is a hands-on role where you will be responsible for a portfolio of strategic clients and will also own and run a bi-monthly client webinar series.

The ideal candidate is a strategic thinker, a strong communicator, and a problem solver who can confidently engage with enterprise clients, roll up their sleeves to resolve issues, and ensure BruntWork's solutions deliver real impact. You'll spearhead a client-facing program that builds BruntWork's authority and strengthens our client community.

Key Responsibilities
Strategic Client Management & Growth

• Manage a portfolio of strategic clients, acting as a trusted advisor to guide them in maximizing value from BruntWork.
• Identify and execute upsell and cross-sell opportunities, positioning BruntWork's AI-driven tools (e.g., AI email assistants, sales coaching tools) and remote workforce solutions as high-value additions.
• Clearly communicate the ROI of BruntWork's solutions, ensuring clients see tangible benefits.
• Proactively identify risks and opportunities to improve client satisfaction, reduce churn, and drive revenue growth.
• Report on account health, upsell opportunities, and retention metrics to leadership.
• Client Engagement & Webinar Ownership
• Act as a senior point of contact for VIP clients, stepping in for critical discussions, contract negotiations, and relationship management.
• Address complex client escalations, working hands-on to resolve issues efficiently and maintain client trust.
• Plan, organize, and execute a bi-monthly client webinar series, curating themes and securing relevant guest experts.
• Coordinate logistics across CST and AEST time zones to maximize global accessibility.
• Host or co-host webinars with a strong public presence and clear communication.
• Drive post-event engagement, collect feedback, and facilitate content re-use for marketing.

Cross-functional Collaboration & Leadership

• Work directly with clients and internal teams (Recruiting, Operations, IT, Product) to ensure smooth implementation of new solutions and services.
• Serve as a resource and mentor for junior Client Success Managers, sharing best practices for client engagement and growth strategies.
• Lead internal account review meetings, ensuring alignment on client needs and business objectives.
• Present data-driven insights on client growth, service adoption, and expansion opportunities to leadership.

Measurable Success

Your performance will be measured by a combination of revenue-related and engagement-focused KPIs, including:

Client Management

• Number of accounts moved from core to key to VIP.
• Number of roles filled for clients.
• Deal value of new business from your portfolio.

Client Engagement Activities

• Number of webinars planned and executed per month/quarter.
• Client attendance rate for each webinar.
• Client satisfaction with both the solutions and the value-add content provided

Requirements

• 7+ years of experience in Customer Success, Account Management, or a related client-facing role.
• Experience in the Outsourcing or Recruitment industry is an advantage
• Proven ability to build long-term client relationships and manage enterprise-level accounts.
• Strong project management skills with the ability to take full ownership of initiatives.
• Excellent verbal and written communication; confident in public-facing delivery.
• Experience with webinar platforms (e.g., Zoom, Teams) and/or social media/other engagement tools is a plus, but not required.
• Consultancy or strategic advisory experience is a strong plus.
• Comfortable working across multiple time zones.
• A self-starter who thrives in a fast-growth, high-performance environment.

What We Offer

• The opportunity to lead both strategic client management and a high-visibility program.
• Exposure to a global client base across 45+ countries.
• Competitive compensation and growth opportunities in the world's fastest-growing outsourcing firm.
• A flexible, remote-first culture with international collaboration.