# Client Service Manager

> The Boundary · New York, United States · Full-time · Posted 2025-10-07

**Workplace:** on_site

## Description

The Client Service Manager leads Tier 3 client relationships and supports delivery coordination across Tier 2 accounts. The role involves managing communications, tracking project deliverables, and ensuring a smooth client experience from project kickoff through to delivery. The Manager works closely with internal teams to clarify briefs and ensure clients feel informed and supported at every stage.

**Responsibilities**

**Client Strategy & Relationship Management**

-   Manages Tier 3 client accounts and supports Tier 2 engagements under the guidance of Senior Managers.
-   Acts as the main point of contact for assigned clients, ensuring smooth day-to-day communications and proactive updates.
-   Builds trust with clients by being responsive, organized, and solutions-oriented, especially during active project phases.

**Account Growth & Commercial Development**

-   Identifies opportunities for repeat business or additional services based on understanding of client needs and engagement history.
-   Escalates growth opportunities to Senior Managers or Directors with context and supporting insights.
-   Prepares first drafts of scopes and proposals for returning clients in collaboration with internal teams.

**Client Delivery Governance**

-   Ensures timely briefing, documentation, and tracking of deliverables.
-   Owns regular client check-ins during live projects, ensuring expectations are clearly set and updates are shared.
-   Supports project debriefs and feedback loops, helping track satisfaction and delivery alignment.

**Cross-Functional Collaboration**

-   Works closely with Project Managers to ensure client briefs are clearly communicated and deliverables are on track.
-   Flags risks, delays, or client concerns early and helps coordinate appropriate responses.
-   Participates in project kickoff, midpoint, and wrap-up meetings as the CS representative.

**Team Leadership & Capability Development**

-   Mentors Coordinators and junior team members in client etiquette, documentation quality, and service mindset.
-   Shares feedback with Senior Managers on process friction points and team development needs.

**Process & Tools Optimisation**

-   Maintains CRM records, project documentation, and communication logs in an organized and consistent manner.
-   Supports testing and roll-out of new tools, templates, and workflows within the CS team.
-   Helps document common client questions or challenges to inform SOP development.

**Reporting, Feedback & Escalation Management**

-   Keeps client satisfaction and project feedback up to date in HubSpot or other CRM platforms.
-   Flags service issues or communication gaps to senior team members with clear documentation.
-   Tracks key account milestones and supports preparation of quarterly tiering review inputs.

**Hiring & Onboarding**

-   Provides feedback during hiring process for Coordinator roles.
-   Assists in onboarding and training of new Coordinators by sharing role expectations and account context.

## Requirements

-   3–5 years in client-facing or agency coordination roles
-   Hands-on experience managing day-to-day client communication
-   Strong organizational and time management skills
-   Skilled in briefing, documentation, and stakeholder follow-ups
-   Basic understanding of project management principles
-   Familiar with tools like HubSpot, Google Workspace, Monday.com
-   Comfortable leading meetings and calls independently
-   Strong problem-solving and multitasking ability
-   Undergraduate degree preferred

## Benefits

-   Salary: $70 to 90k per annum depending on experience
-   Bonus Scheme: based on annual company performance
-   Retirement Plan (401k)
-   Health Care Plan (Medical, Dental & Vision)
-   Gym membership
-   Fantastic office environment in a nice location

## Apply

[Apply at The Boundary](https://apply.workable.com/the-boundary/j/C0274576C2/apply)

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