Manager, Client Success

About the Role

As the Manager, Client Success, you will support one of the company’s largest clients and play an important role in print and fulfillment operations. You will oversee the full workflow from purchase order processing and inventory oversight to vendor coordination, shipment tracking, and making sure materials arrive correctly and on time. Using data-backed insights, you will track account health, reduce risk, and represent the client’s priorities internally. Working alongside operations teams, you will help design scalable processes, improve success frameworks, and carry out strategic account plans that support retention and growth while strengthening the company’s reputation as a dependable partner. This role reports to the VP of Partnerships.

Key Responsibilities

• Act as the primary contact for account management issues.
• Represent the company in vendor and partner discussions and manage ongoing vendor relationships.
• Ensure internal teams and external vendors stay accountable to commitments and deadlines.
• Handle, assess, and resolve complex client requests.
• Create a clear communication rhythm with the client team to review account status and business needs.
• Partner with the client to support accurate forecasting for print and fulfillment activity.
• Serve as the escalation lead for high-risk account situations and coordinate resolution efforts across teams.
• Improve operational workflows, controls, and documentation on an ongoing basis.
• Build strong, trusted relationships with client stakeholders and other key contacts.
• Spot emerging business risks early and develop action plans to address them before they escalate.
• Gather and analyze data for internal leadership and identify improvement opportunities for the client and the business.
• Track and forecast important account metrics, including weekly, quarterly, SLA, and annual performance.
• Prepare biweekly account updates highlighting status, caution areas, and escalation needs.
• Identify exposure areas and create contingency plans.
• Help resolve repeated or systemic vendor problems while maintaining long-term partnerships, including quarterly SLA reviews with vendors.
• Coordinate with internal and external operations teams to keep client needs aligned and on track.
• Continuously identify proactive solutions and observe business trends.
• Be open to occasional travel of up to 25%.

Requirements

• 3 to 5+ years of demonstrated experience in Client Success, Relationship Management, and/or Project Management.
• A proactive approach with the ability to anticipate needs, exceed expectations, and create a clear path to client success.
• Strong capability in planning and executing projects as part of a cross-functional client delivery team.
• Comfort working in a fast-moving, deadline-heavy environment with shifting priorities.
• Strong written and verbal communication skills, including the ability to influence cross-functional partners and senior leadership.
• Experience holding internal teams and vendors accountable for outcomes.
• Excellent relationship management and stakeholder engagement skills.
• Comfortable speaking, emailing, and meeting with clients on a regular basis.
• Ability to work with, interpret, and present data to vendors, internal teams, and clients.
• Strong interpersonal skills and a collaborative team-oriented approach.
• High analytical ability with strong attention to detail and accuracy.
• Effective problem-solving skills and an analytical mindset.
• Positive, optimistic, and outgoing personality.
• A sense of urgency and the ability to drive work to completion.
• Strong organization and time management skills.
• Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Preferred Education and Experience

A bachelor’s degree in business, communications, supply chain, or a related discipline is preferred. Background in supply chain, operations management, logistics, and/or print production is also preferred.

Additional Information

This position may require occasional travel of up to 25%. Candidates located in Southern California within driving distance of Fontana, CA, or in the greater Cincinnati, OH area may be especially well-suited for the role.

Who Can Apply

Applicants with 3 to 5+ years of relevant experience in client success, relationship management, or project management who are comfortable working onsite in the United States and can support the operational needs of a key enterprise client are encouraged to apply.