Sr. Manager Account Services

We are seeking a seasoned and strategic Senior Manager, Account Services to lead multiple teams focused on delivering exceptional service to our clients. This role is pivotal in driving operational excellence, leading with a customer-first mindset, and aligning our service strategy with broader business objectives.

As a senior leader within Account Services, you will oversee a team of managers, leads and/or Individual Contributors who are responsible for technical service delivery, client relationship management, and operational performance. Your leadership will directly influence scalability, team development, and the overall customer experience across a high-volume and fast-moving client segment.

Leadership & Organizational Development

• Lead multiple teams, including Managers, Sr. Team Leads, and individual contributors across the Account Services function.

• Drive team alignment with company goals and promote a high-performance, inclusive culture.

• Mentor and develop people leaders, fostering leadership readiness and succession planning.

• Establish clear objectives, track team performance, and lead performance reviews and coaching efforts.

• Report individual development of team members and managers to the Sr. Director Client Services.

• Attend regularly scheduled touch point meetings with various department leaders.

Customer Success & Escalation Management

• Serve as a strategic escalation point for complex or high-impact client issues.

• Ensure consistency and excellence in client engagement across all teams.

• Guide leaders in anticipating customer needs and leveraging data to drive proactive service models.

• Partner with clients as needed to reinforce trust, resolve challenges, and support retention.

• Participate as needed in addressing client/partner escalations.

• Serve as a voice of the client in cross-functional efforts and service initiatives.

Operational Strategy & Process Optimization

• Own and refine processes to drive scalability, efficiency, and quality in technical account management.

• Create efficiencies, process improvements, and custom processes for employers and partners (as applicable).

• Ensure department initiatives/directives are met within the teams.

• Oversee the development of administrative procedures as needed to ensure overall company alignment.

• Ensure that items of concern brought forward from internal audit, other teams, and clients/partners are addressed appropriately.

• Work with system leaders and department managers to identify enhancement or fix requests for clients/partners.

• Monitor team and departmental KPIs (service levels, satisfaction scores, resolution times) and drive continuous improvement initiatives.

• Assist with special projects and all internal and external audits.

• Coordinate with internal partner contacts to identify partner processes and services for the department.

• Implement systems and tools that optimize performance and support growth.

• Ensure resource planning, capacity modeling, and workforce alignment are effectively managed across multiple teams.

Cross-Functional Influence & Strategic Execution

• Collaborate with senior leaders across Sales, Product, and Support to ensure alignment between service delivery and business priorities.

• Represent Account Services in broader company initiatives and drive input into product and service development based on customer insights.

• Lead change management efforts to scale operations and meet evolving customer expectations.

• Establish department initiatives/directives in coordination with all employer/partner-facing teams.

• 5+ years of experience in a customer-facing leadership role within technical account services, customer success, or operations.

• Proven track record of leading managers and large teams through change, growth, and transformation.

• Strong executive presence and experience influencing at all levels, including cross-functional stakeholders and senior leadership.

• Expertise in strategic planning, process design, and operational scaling.

• Comfort with data and analytics to drive decisions, identify trends, and track outcomes.

• Excellent communication, coaching, and conflict resolution skills.

• Experience in SaaS, B2B, or technology-forward service environments.

• Familiarity with tools such as Salesforce, Jira, ServiceNow, or other CRM/ticketing platforms.

• Demonstrated success in driving retention and customer satisfaction through strategic service leadership.

You'll be at the forefront of shaping how we serve a complex and rapidly growing customer segment. This is a high-impact role with visibility across the organization, offering the opportunity to innovate, lead leaders, and make a lasting mark on our customer experience and business performance.