Client Retention Manager Jobs in Massachusetts (NOW HIRING)

Description

Lead Client Success. Drive Strategy. Build High-Performing Teams.

Manager, Client Account Management

Location: United States (Remote/Hybrid)

Work Arrangement: Employees residing within 40 miles of a FlexTG office are expected to work a hybrid schedule and be in the office four days per week. Employees residing outside of that radius may work remotely.

Compensation: $85,000 - $95,000 annual base salary, plus eligibility for quarterly and annual bonus plans based on individual and company performance.

Work Authorization: Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.

At FlexTG, we help organizations across the country simplify technology management through industry-leading Managed Print Services and business solutions. As the nation's largest brand-neutral MPS provider, we combine innovative technology, exceptional service, and a people-first culture to deliver outstanding results for our customers.

We're looking for a strategic, data-driven leader to oversee a team of Client Account Managers responsible for client retention, satisfaction, growth, and operational excellence. This is more than a people leadership role—it's an opportunity to shape client strategy, coach a high-performing team, and influence business outcomes across a national customer portfolio.

If you're a leader who enjoys developing talent, solving complex business challenges, using data to drive decisions, and building scalable processes, we'd love to meet you.

What You'll Do

• Lead, coach, and develop a team of Client Account Managers.
• Drive client retention, satisfaction, profitability, and growth across a diverse portfolio of accounts.
• Establish performance expectations and use metrics, dashboards, and reporting to measure success.
• Serve as an escalation point for strategic client issues and account risk.
• Analyze account health, renewal forecasts, customer feedback, and profitability trends to identify opportunities and mitigate risk.
• Partner with Sales, Service, Operations, Billing, and other cross-functional teams to deliver exceptional client experiences.
• Participate in Quarterly Business Reviews (QBRs), executive client meetings, and strategic planning discussions.
• Improve operational consistency through process development, documentation, and accountability.
• Train and onboard new Client Account Managers while fostering a culture of continuous improvement and collaboration.

What Makes Someone Successful in This Role

• Passion for coaching and developing high-performing teams.
• Strong operational mindset with a focus on process improvement and accountability.
• Ability to use data and metrics to drive business decisions.
• Executive presence and credibility with senior client stakeholders.
• Direct, professional communication style.
• Calm and solution-oriented approach during client escalations.
• High degree of ownership and accountability.
• Ability to balance customer satisfaction, business performance, and team development.

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in account management, customer success, client services, or a related client-facing field.
• 3+ years of leadership experience managing or coaching client-facing professionals.
• Experience managing enterprise or strategic customer relationships.
• Advanced Microsoft Excel skills.
• Experience using CRM platforms and reporting tools.
• Experience conducting or supporting Quarterly Business Reviews (QBRs) and executive client presentations.
• Experience reviewing contracts, renewals, profitability trends, or client retention risks.
• Strong analytical, communication, and problem-solving skills.
• Must be authorized to work in the United States without sponsorship now or in the future.

Preferred Qualifications

• Managed Print Services, Managed Services, SaaS, Healthcare Services, Technology Services, Telecom, or Customer Success leadership experience.
• Experience managing account managers, customer success managers, or similar client-facing teams.
• Power BI experience.
• ServiceNow exposure.
• Experience supporting healthcare or other highly regulated industries.
• Familiarity with contract management, renewals, profitability analysis, and account growth strategies.
• Experience presenting to executive-level stakeholders and leading strategic client discussions.

Why FlexTG?

• Join the nation's largest brand-neutral Managed Print Services provider.
• Lead a team that directly impacts customer retention, growth, and satisfaction.
• Influence strategy and drive meaningful business results.
• Grow your leadership career in a dynamic, fast-paced environment.
• Collaborate with talented professionals committed to delivering exceptional customer outcomes.
• Be part of a people-first culture that values innovation, accountability, and continuous improvement.

The Ideal Candidate

The ideal candidate is a strategic leader who can effectively balance people leadership and business performance. They are comfortable using metrics to drive decisions, coaching others to reach their potential, managing account risk, and building strong executive-level client relationships.

They bring a high level of ownership, thrive in a fast-paced environment, and know how to create structure, drive accountability, and lead a high-performing client management organization that delivers measurable results. This leader is as comfortable reviewing dashboards and forecasting renewals as they are coaching team members and leading executive client conversations.

Equal Employment Opportunity

FlexTG provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information, pregnancy, protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state, or local laws.