The Senior Client Success Manager drives client retention and growth through relationship management mentoring Client Success Managers resolving escalated issues and leading strategic initiatives to enhance service effectiveness.

At Wipfli people count.
At Wipfli our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.
People truly matter and they feel it. For those looking to make a difference and find a professional home Wipfli offers a career-defining opportunity.
This role requires a hybrid work arrangement. At Wipfli hybrid is defined as associates regularly work in a Wipfli office from home and other meeting sites. Note that scheduled meetings in the office will require in-person attendance.
Job Summary:
Under the direction of a manager the Senior Client Success Manager (CSM) ensures a positive client experience by driving retention and growth through expert relationship management. This role mentors Client Success Managers resolves escalated issues and leads strategic initiatives to enhance service and operational effectiveness. As a subject matter expert the Senior CSM proactively identifies solutions demonstrates advanced product knowledge and contributes to firmwide growth.
Responsibilities:

• Build and maintain strong client relationships by understanding client goals and challenges recommending strategic solutions and introducing broader Wipfli offerings to support long-term success and growth.
• Serve as the first point of escalation for complex client issues determining when to act independently and when to escalate.
• Manage annual renewal processes for assigned accounts meeting individual renewal targets.
• Proactively identify and support cross-selling opportunities across service lines and products driving growth and expansion within client portfolios.
• Support CSMs in developing and executing strategies to manage and grow client accounts including cross-selling initiatives.
• Identify lead and own process improvement initiatives within the client success team with oversight from the Manager Client Success.
• Act as a SME advisor and reviewer for CSMs ensuring adherence to best practices continuous improvement and strong client engagement.
• Mentor and train CSMs providing guidance on client service operational effectiveness and professional development.
• Lead or participate in larger projects impacting the client success team (e.g. churn reduction initiatives major rollouts partnering with admin and billing teams) and represent Wipfli at conferences and events to enhance firmwide visibility.

Required Qualifications:

• Associate degree in communications marketing or a related field required; bachelor's degree preferred or equivalent experience.
  4-6 years of experience in sales client success or a similar client-facing role.
• Strong ability to plan prioritize and manage multiple projects in a fast-paced deadline-driven environment.
• Proven analytical and strategic thinking skills to assess client needs recommend solutions and identify growth opportunities.
• Advanced client relationship management skills including resolving complex issues and maintaining long-term client satisfaction.
• Excellent verbal and written communication skills with the ability to build trust through active listening and clear messaging.
• Demonstrated leadership mentorship and cross-selling expertise to support team performance and expand client portfolios.

Alaina Lister from our recruiting team will be guiding you through this process. Visit her LinkedIn page to connect!
#LI-AL1 #LI-Remote
Additional Details:
Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race creed color religion national origin sex age marital status sexual orientation gender identify veteran status disability or any other characteristics protected by federal state or local laws.
Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application interview or participate in our recruiting process please send us an email at [email protected]
Wipfli values fair transparent and competitive compensation considering each candidate's unique skills and experiences. The estimated base pay range for this role is $73000 to $98000 with offers typically not made at the maximum allowing for future salary increases. The actual salary at the time of offer depends on business related factors like location skills experience training/education licensure certifications business needs current associate pay and relevant employment laws.
Individuals may be eligible for an annual discretionary bonus subject to participation rules and based on a variety of factors including but not limited to individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans) dental and vision coverage opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage a 401(k) savings plan & profit share as well as Firm matching contribution well-being incentive education & certification assistance flexible time off family care leave parental leave family formation benefits cell phone reimbursement and travel rewards. Voluntary benefit offerings include critical illness & accident insurance hospital indemnity insurance legal long-term care pet insurance ID theft protection and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation position status/level and location.
"Wipfli" is the brand name under which Wipfli LLP and Wipfli Advisory LLC and its respective subsidiary entities provide professional services. Wipfli LLP and Wipfli Advisory LLC (and its respective subsidiary entities) practice in an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable law regulations and professional standards. Wipfli LLP is a licensed independent CPA firm that provides attest services to its clients and Wipfli Advisory LLC provides tax and business consulting services to its clients. Wipfli Advisory LLC and its subsidiary entities are not licensed CPA firms.