Client Success Manager

Client Success Manager

Oceans is an outsourcing firm that pairs exceptional global talent from Sri Lanka with CEOs, Founders, and Executives across the U.S. We help fast-growing startups and established leaders scale brilliantly through high-caliber remote professionals we call Divers. As we continue to expand, we're looking for a Client Success Manager to join our team and own the client experience from launch to long-term partnership.

As a Client Success Manager, you'll serve as the operational heartbeat between Oceans and our U.S. clients. You'll ensure every engagement runs smoothly, proactively address issues before they escalate, and champion the client relationship from start to finish. You'll collaborate closely with the Sales, Account Management, Finance, Diver Success, and Integration Success teams to deliver an exceptional client experience, one that builds trust, retention, and expansion.

Client Relationship & Communication

• Serve as the main point of contact for active clients, ensuring exceptional service and timely communication.
• Deliver important updates such as Diver transitions (resignations, maternity/extended leaves, replacements).
• Respond promptly to client questions about billing, leave balances, or other operational matters.
• Manage sensitive communications with professionalism, empathy, and clarity.

Finance, Legal & Operations

• Oversee billing-related activities, including tracking payments, resolving failed invoices, and coordinating with Accounts Receivable (AR).
• Follow up on overdue AR and collaborate with Finance to resolve discrepancies, refunds, and concessions.
• Calculate fees for cancellations and oversee pause or cancellation processes across HubSpot, CCorP, and billing systems.
• Coordinate with Legal for client contracts, NDAs, acquisitions, or policy reviews.

Client Growth & Enablement

• Scope and document client requests for role or scope changes; coordinate replacement matching when needed.
• Handle client requests for bonuses, gifts, and equipment liaising with Procurement, HR, and AR for seamless execution.
• Support expansion and upsell opportunities by identifying where Oceans can deliver additional value.
• Field and follow up on warm referrals from existing clients.

Process Ownership & Systems

• Maintain accurate records across HubSpot, Workable, and GSuite.
• Communicate and collaborate via Slack for rapid cross-team coordination.
• Identify recurring client issues and propose improvements to systems, workflows, and communication processes.