Senior Client Success Manager

Overview

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

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.

Knowledge, Skills and Abilities

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

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 hr@wipfli.com��

 

Wipfli values fair, transparent, and competitive compensation, considering each candidate's unique skills and experiences. The estimated base pay range for this role is $73,000 to $98,000, with offe