Client Success Specialist

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Client Success Specialist (CSS) owns client outcomes and the long term health of assigned Tier 1 clients within the National Accounts division. This role serves as a primary external facing representative of SERVPRO, requiring a high level of professionalism, executive presence, and communication excellence.

The CSS leads onboarding, adoption, and value realization while proactively identifying risks and driving measurable improvements in accuracy, cycle time, and customer satisfaction. Success in this role requires strong adaptability, the ability to pivot as business needs evolve, and a solutions oriented, outside the box mindset.

You will

Client Engagement & Governance

• Serve as the primary strategic point of contact for Tier 1 clients, maintaining professional, relationships.
• Lead client adoption, and ongoing engagement to ensure effective implementation and sustained program success.
• Plan, prepare, and deliver Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and ad hoc executive presentations that clearly communicate performance, insights, and recommendations.
• Translate complex data, trends, and operational metrics into clear, concise, executive-level storytelling.

Risk Management & Issue Resolution

• Proactively identify performance risks, service gaps, and emerging issues through data analysis and client engagement.
• Lead the resolution of complex, escalated, or high-risk issues, coordinating across internal teams to drive timely and effective outcomes.
• Ensure appropriate escalation, clear communication, and follow-through while maintaining client confidence and trust.

Cross-Functional Leadership & Advocacy

• Serve as the voice of the customer across Operations, Quality, IT, Finance, and other internal partners.
• Influence cross-functional teams to improve service delivery, accuracy, cycle time, and customer outcomes based on client needs and insights.
• Partner with Account Management on renewal readiness and expansion opportunities.
• Challenge legacy processes and advocate for innovative, solution-oriented approaches that enhance the client experience.

Professional Representation

• Represent SERVPRO with a high level of professionalism, credibility, and executive presence in all client interactions and internal forums.
• Model accountability, responsiveness, and sound judgment while operating independently within established guidelines.