Senior Manager, Client Success (ITAD)

TL;DR

Senior Manager, Client Success (ITAD): Leading and evolving the Client Services Account Management function for IT Asset Disposition with an accent on customer-centricity, automation, and data-driven execution. Focus on transforming the end-to-end client experience, scaling service delivery through AI-enabled tools, and managing a team of account managers to meet SLAs.

Location: Hybrid (3 days onsite in Chandler, AZ, USA)

Salary: $125,600 - $213,500 per year

Company

A leading global technology company driving the IT ecosystem by connecting manufacturers and cloud providers to B2B technology experts.

What you will do

• Lead and coach a team of 10–12 Client Services Account Managers to raise effectiveness and accountability.
• Own the client experience strategy for ITAD, focusing on usability, responsiveness, and value realization.
• Modernize client interactions using automation, AI-enabled tools, and new operating models.
• Standardize service processes, playbooks, and KPIs to ensure consistent SLA achievement.
• Lead end-to-end change management initiatives to ensure adoption of new tools and processes.
• Act as a senior escalation point for complex client issues and partner cross-functionally to resolve systemic problems.

Requirements

• 7+ years of experience in Client Success, Client Services, Account Management, or Customer Experience leadership.
• 3+ years of people leadership managing professional client-facing teams.
• Proven success transforming client experiences through systems, process redesign, and performance management.
• Strong experience with CRMs, client success platforms, service workflows, and KPI dashboards.
• Must be based in or able to work from Chandler, AZ (Hybrid - 3 days onsite).
• Bachelor’s degree or equivalent relevant experience.

Nice to have

• Experience in technology-forward or services organizations using automation and data for efficiency.
• Experience improving or launching client portals, internal tools, or digital workflows.
• Familiarity with inside sales or renewal-support motions.
• Background in ITAD, asset lifecycle, logistics, or regulated services.

Culture & Benefits

• Comprehensive US benefits: healthcare, 401(k) plan with company match, and wellbeing benefits.
• Paid time off and parental leave.
• Short-term and long-term disability coverage and basic life insurance.
• Work environment that values results, integrity, imagination, courage, and responsibility.
• Opportunities to lead meaningful change and modernize global client service operations.