Client Success Leader (ISV)
SoftServe, Granite Heights, WI, United States
Candidates must reside in: WA: Seattle, CA: Southern Los Angeles/San Diego, TX: Austin, Dallas, IL: Chicago, GA: Atlanta/Alpharetta, MD: Maryland, Fulton
Job Profile Summary The Client Success Leader for our ISV vertical is responsible for managing client relationships, driving business growth, and ensuring exceptional customer experiences and revenue and profit on the account or set of accounts. They collaborate with internal teams to address client needs, drive client success by utilizing all SoftServe services and offerings, and identify new business opportunities. This role involves overseeing an account or portfolio of accounts, developing account development plans, and collaborating with cross‑functional teams to achieve client objectives and SoftServe’s goals.
Duties & Responsibilities Strategy and Growth
Drive client development and growth for their specific client (or) group of clients
Develop, monitor, and execute account strategy and account development plans
Contribute to clients’ success, including active participation in clients’ strategy sessions
Collaborate with clients to develop strategic plans aligned with their long‑term goals and objectives
Identify growth opportunities and develop strategies to expand business within the existing client or a set of clients
Work with the team to maximize profitability within client accounts and identify new opportunities for business expansion
Develop new engagement strategies and models to expand business with the client
Collaborate with sales, partnership, and marketing teams to drive business growth
Establish relations with SoftServe external partners (AWS, Google, Microsoft, NVIDIA, and others) and build joint account development plans
Stay updated on tech, industry trends, and the competitive landscape
Actively contribute to the GTM strategy of the segment and the company strategy (like GDXetc.)
Client Relationship Management
Build and maintain strong business relationships with clients, serving as the primary point of contact
Understand client goals, challenges, and priorities to provide tailored solutions and support
Engage with CxOs and line‑of‑business leadership of their clients and understand their strategic objectives and critical priorities
Establish a strategic relationship heatmap and comprehensive profile of client organization decision‑makers, and regularly engage to gain visibility and audience 'up' and 'across' the client organization
Collaborate with solutions and marketing teams to develop an account‑based marketing plan aimed at expanding connections and building the brand across lines of business within the assigned portfolio
Ensure high levels of customer satisfaction and retention
Address and resolve client issues promptly and effectively
Gather and act on client feedback to improve service delivery
Client‑level P&L: revenue and profitability
Monitor financial performance and implement corrective actions as needed
Develop and execute strategies to achieve financial targets in partnership with the Delivery and Finance organizations
Team Leadership and Development
Hire, lead, and develop a high‑performing account team/teams
Establish, document, and monitor key performance indicators (Workday goals & check‑ins) to track progress, identify areas for improvement, and ensure accountability across the team
Mentor and coach team members to enhance their skills and knowledge
Foster a collaborative and high‑performing team environment
5+ years in leadership roles in the IT industry with managing P&L
3+ years of leading client‑facing organizations in software or the related industry
Record of using engaging presentation and written communication skills with senior clients
Record of developing strategies for client growth and account development plans
Formulating objectives, priorities, and implementing plans consistent with SoftServe’s long‑term interests in a global environment
Capitalizing on opportunities and managing risks
Establishing rapport easily and putting others at ease
Developing long‑term relationships and networks both internally and externally
Winning others over by using a variety of tactics tailored to the audience
Convincing others of the merits of ideas and proposals
Understanding and applying business concepts and principles
Recognizing economic, financial, market, and industry trends that affect SoftServe
Setting challenging goals, focusing effort on the goals, and meeting or exceeding them
Developing challenging but achievable goals
Required Skills
Excellent manager of people and their growth
Business‑driven professional
Comfortable operating in a fast‑paced environment and working with international teams
Qualifications
Education: master’s degree in information technology, Management, Business, or a related field
Certifications: relevant sales or marketing certifications (are a plus)
Other Requirements
Location: The Client Success Leader must be physically present at the client's primary location or, if current associates, to relocate
Willingness to travel 30% +
Compensation The anticipated salary range for this role is 180,000 – 230,000 USD annually, in line with our internal compensation framework and budget allocation for the role. Most candidates are offered a salary within this disclosed range. If the role is eligible for a variable pay plan, this would be considered separately and may provide additional earnings beyond the base salary range reflected here.
Please note, the information provided in this posting is a general summary and may not include all compensation elements or benefits associated with the position.
Equal Opportunity Employer SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with SoftServe.
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Job Profile Summary The Client Success Leader for our ISV vertical is responsible for managing client relationships, driving business growth, and ensuring exceptional customer experiences and revenue and profit on the account or set of accounts. They collaborate with internal teams to address client needs, drive client success by utilizing all SoftServe services and offerings, and identify new business opportunities. This role involves overseeing an account or portfolio of accounts, developing account development plans, and collaborating with cross‑functional teams to achieve client objectives and SoftServe’s goals.
Duties & Responsibilities Strategy and Growth
Drive client development and growth for their specific client (or) group of clients
Develop, monitor, and execute account strategy and account development plans
Contribute to clients’ success, including active participation in clients’ strategy sessions
Collaborate with clients to develop strategic plans aligned with their long‑term goals and objectives
Identify growth opportunities and develop strategies to expand business within the existing client or a set of clients
Work with the team to maximize profitability within client accounts and identify new opportunities for business expansion
Develop new engagement strategies and models to expand business with the client
Collaborate with sales, partnership, and marketing teams to drive business growth
Establish relations with SoftServe external partners (AWS, Google, Microsoft, NVIDIA, and others) and build joint account development plans
Stay updated on tech, industry trends, and the competitive landscape
Actively contribute to the GTM strategy of the segment and the company strategy (like GDXetc.)
Client Relationship Management
Build and maintain strong business relationships with clients, serving as the primary point of contact
Understand client goals, challenges, and priorities to provide tailored solutions and support
Engage with CxOs and line‑of‑business leadership of their clients and understand their strategic objectives and critical priorities
Establish a strategic relationship heatmap and comprehensive profile of client organization decision‑makers, and regularly engage to gain visibility and audience 'up' and 'across' the client organization
Collaborate with solutions and marketing teams to develop an account‑based marketing plan aimed at expanding connections and building the brand across lines of business within the assigned portfolio
Ensure high levels of customer satisfaction and retention
Address and resolve client issues promptly and effectively
Gather and act on client feedback to improve service delivery
Client‑level P&L: revenue and profitability
Monitor financial performance and implement corrective actions as needed
Develop and execute strategies to achieve financial targets in partnership with the Delivery and Finance organizations
Team Leadership and Development
Hire, lead, and develop a high‑performing account team/teams
Establish, document, and monitor key performance indicators (Workday goals & check‑ins) to track progress, identify areas for improvement, and ensure accountability across the team
Mentor and coach team members to enhance their skills and knowledge
Foster a collaborative and high‑performing team environment
5+ years in leadership roles in the IT industry with managing P&L
3+ years of leading client‑facing organizations in software or the related industry
Record of using engaging presentation and written communication skills with senior clients
Record of developing strategies for client growth and account development plans
Formulating objectives, priorities, and implementing plans consistent with SoftServe’s long‑term interests in a global environment
Capitalizing on opportunities and managing risks
Establishing rapport easily and putting others at ease
Developing long‑term relationships and networks both internally and externally
Winning others over by using a variety of tactics tailored to the audience
Convincing others of the merits of ideas and proposals
Understanding and applying business concepts and principles
Recognizing economic, financial, market, and industry trends that affect SoftServe
Setting challenging goals, focusing effort on the goals, and meeting or exceeding them
Developing challenging but achievable goals
Required Skills
Excellent manager of people and their growth
Business‑driven professional
Comfortable operating in a fast‑paced environment and working with international teams
Qualifications
Education: master’s degree in information technology, Management, Business, or a related field
Certifications: relevant sales or marketing certifications (are a plus)
Other Requirements
Location: The Client Success Leader must be physically present at the client's primary location or, if current associates, to relocate
Willingness to travel 30% +
Compensation The anticipated salary range for this role is 180,000 – 230,000 USD annually, in line with our internal compensation framework and budget allocation for the role. Most candidates are offered a salary within this disclosed range. If the role is eligible for a variable pay plan, this would be considered separately and may provide additional earnings beyond the base salary range reflected here.
Please note, the information provided in this posting is a general summary and may not include all compensation elements or benefits associated with the position.
Equal Opportunity Employer SoftServe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with SoftServe.
#J-18808-Ljbffr