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Senior Client Success Manager

Location: Remote (South Africa)
Department: Business Development
Reports To: Head of Business Development
Employment Type: Full-time independent contract

Duration: Indefinite contract term.
Retainer: R45,000 per month (CTC)

About Wendt Partners

Wendt Partners is an Elite HubSpot Solutions Partner that helps organizations align sales, marketing, operations, and technology to build scalable growth engines. We combine strategic advisory, deep HubSpot expertise, and data-driven execution to deliver measurable revenue impact for B2B organizations.

Position Overview

We are seeking a driven Senior Client Success Manager to serve as the strategic owner of a defined client portfolio while helping build and operationalize our Client Success function inside HubSpot.

We are looking for someone with a background in Client Success or Customer Service leadership who understands how to design processes, implement SOPs, and use HubSpot (particularly Service Hub) to drive retention, operational efficiency, and expansion revenue.

The ideal candidate is analytical, process-driven, client-centric, and comfortable engaging executive stakeholders in B2B environments.

Key Responsibilities

Strategic Client Success Ownership

  • Own the long-term success, retention, and growth of a defined portfolio of B2B clients.

  • Serve as the trusted advisor to executive stakeholders, aligning HubSpot strategy to measurable business outcomes.

  • Lead structured engagement cadence, including QBRs, performance reviews, and growth planning sessions.

HubSpot-Driven Success Management

  • Build and optimize Client Success systems within HubSpot (Service Hub preferred), including health scoring, lifecycle management, ticket visibility, automation, and reporting dashboards.

  • Drive adoption of HubSpot tools and workflows to ensure clients realize full platform value.

  • Implement and manage feedback programs (NPS/CSAT) and proactive churn risk identification frameworks.

Client Alignment & Advocacy

  • Act as the client’s internal advocate, ensuring goals, risks, and opportunities are clearly communicated across internal teams.

  • Maintain visibility into account health and proactively address risks that could impact retention or satisfaction.

  • Ensure consistent, structured communication between clients and internal stakeholders.

Retention & Growth Strategy

  • Own retention performance and renewal readiness across assigned accounts.

  • Identify expansion opportunities based on client maturity, adoption levels, and business objectives.

  • Partner with Business Development to support structured upsell and cross-sell initiatives.

SOP & Client Success Process Development

  • Design, document, and continuously improve SOPs across onboarding, renewal management, expansion workflows, client communication cadence, and escalation pathways.

  • Build scalable playbooks that strengthen the long-term Client Success function at Wendt Partners.

Leadership Contribution

  • Provide guidance and structure to junior team members where applicable.

  • Contribute to the strategic evolution of the Client Success function as the organization scales.

Required Qualifications

  • 5+ years of experience in Client Success, Customer Success, Account Management, or B2B consulting

  • Experience managing or leading a Client Success or Customer Service team

  • Demonstrated experience building or improving Client Success processes and SOPs

  • Strong hands-on experience with CRM (HubSpot Service Hub strongly preferred)

  • Experience working with ticketing systems, SLAs, automation workflows, and reporting dashboards

  • Proven ability to manage complex, multi-stakeholder B2B accounts

  • Strong executive communication and presentation skills

  • Experience in SaaS, agency, RevOps, or growth-focused environments

  • Strong analytical capabilities and comfort working directly with performance data

Preferred Qualifications

  • HubSpot Service Hub Certification (highly preferred)

  • Experience building customer health scoring frameworks in HubSpot

  • Background in retention strategy, lifecycle management, or revenue operations

Success Metrics (First 6–12 Months)

  • Maintain 90%+ client retention within assigned portfolio

  • Increase Service Hub and cross-hub adoption across managed accounts

  • Identify and support measurable expansion revenue opportunities

  • Maintain strong CSAT and positive client feedback

Compensation & Structure

  • Retainer: R45,000 per month (Cost to Company - CTC).

  • Employment Status: Full-time independent contract position.

  • Duration: Indefinite contract term.

  • Location: Remote (Candidate must be based in South Africa).

Why Join Wendt Partners?

At Wendt Partners, we don’t just implement HubSpot - we help businesses build growth engines. Our culture blends innovation with accountability and collaboration with humor.

  • Intentional Innovation – We challenge the status quo and continually improve.

  • Attitude is Everything – Honesty, accountability, and respect guide every interaction.

  • Laugh, Work, Laugh Again – We take our work seriously, not ourselves.

  • Cultivate Our Borough – Inspired by Queens, NY, we celebrate diversity and inclusion.

Elite Experience – We deliver measurable results and empower client success.