Senior Manager, Customer Success

About the role

We are looking for a hands-on Senior Manager of Client Success to lead our Client Success team and own the growth and retention of CoDev's entire client base. You will make sure every client gets meaningful, measurable outcomes from their international teams, and turn those outcomes into lasting relationships and expansion revenue. This is a player-coach role.

You will directly manage a portfolio of CoDev's most strategic accounts as the primary relationship and commercial owner, while building and developing a team of Client Partners who are strong in customer service and committed to their clients.

Your job is to give the function its standards, systems, and rhythms, and to coach every team member into a confident strategic advisor.Success means profitable Net Revenue Retention across the full client base: protecting existing revenue and driving profitable expansion across CoDev's software development, IT services, and operational talent offerings.

Key responsibilities

• Design and build the Client Success function with the VP of Sales, including the coverage model, account tiering, health scoring, account planning standards, and operating cadence.
• Set clear KPIs and performance standards for Client Partners, lead regular pipeline, account, and forecast reviews, and recruit and develop the team as it grows.
• Coach Client Partners on account mapping, stakeholder mapping, executive engagement, discovery, and expansion conversations.
• Join client calls to coach on the spot, raise the quality of QBRs, and serve as the escalation point for at-risk accounts and high-value negotiations.
• Make sure every strategic client has a current account map and a personalized Account Development Plan built on a deep understanding of their goals and pain points.
• Identify, shape, and close expansion opportunities, and maintain a healthy, profitable pipeline with clearly defined business problems, budgets, timelines, and stakeholders.
• Own the commercial lifecycle of your assigned accounts, including renewals, pricing, expansion proposals, SOW coordination, and negotiations, working with Sales, Delivery, Finance, and Legal.
• Own retention across the full client base by monitoring health scores, touchpoints, and NPS, spotting risk early, and driving mitigation plans to prevent churn.
• Partner with Sales on smooth handoffs of new clients, and with Delivery and Operations leadership to align client expectations, contractual commitments, and account profitability.
• Advise clients on building effective processes, expectations, and working rhythms with their international teams.
• About you 5 to 10+ years of experience in Client Success, Account Management, Strategic Partnerships, or similar consultative, client-facing roles.
• 3 to 5+ years of experience leading and developing client-facing teams.
• Proven track record of carrying and exceeding an expansion or retention revenue target.
• Demonstrated success personally managing and growing a portfolio of accounts, with direct accountability for retention, expansion revenue, and profitability.
• Proven ability to build and formalize Client Success practices such as account planning, health scoring, QBRs, and pipeline management.
• Ability to build trust with executives and technical leaders, understand clients' business models and operational challenges, and translate them into relevant growth opportunities.
• Excellent communication, negotiation, organization, and relationship management skills.
• Experience with HubSpot.
• Able to work in office in Lehi, Utah, Monday through Wednesday, and travel to client locations as needed.

Preferred

Experience in outsourcing/staffing, IT services, software development, technology consulting, or other B2B professional services.

Preferred

Experience working with offshore or Philippines-based teams. Interested or have questions? Apply directly through this posting, or reach out to our recruitment team: Maeve: maevea@codev.com Raecille: raeciller@codev.com