SG Support Hiring! Full Time Senior Client Success Manager in Federal Territory - Ricebowl

ARE YOU LOOKING FOR..

A senior, high-impact role where you’ll be at the forefront of driving client success, lead high-value partnerships, and play a key role in shaping how we deliver impact for charities around the world?

AND ARE YOU SOMEONE WHO…

• Brings a combination of client success, account management, consulting, project management experience, with a strong sense of ownership?
• Has a proven track record of driving client success, and designing and overseeing end-to-end client journeys?
• Has managed large corporate client portfolios, and is comfortable working with stakeholders from diverse international cultures and backgrounds?
• Thrives at the intersection of strategic thinking and hands-on problem-solving, able to tackle complex client and operational challenges while keeping an eye on the bigger picture?
• Builds strong, trusted relationships with clients and internal stakeholders while maintaining high standards of accountability and performance?

ABOUT THE ROLE

We’re looking for a Senior Client Success Manager to report to the Head of Client Services and mentor Client Services Managers and Executives. In this newly created role, you will strengthen global client partnerships and ensure our partners realise measurable value from our services. You’ll lead complex client relationships, design and optimise end-to-end client journeys, and drive excellence in client success across our client services team.

ABOUT SG SUPPORT

SG SUPPORT is the world’s leading full-service, end-to-end regular giving agency, partnering with over 50 charities globally. With more than 20 years of experience and data, we’ve enabled transformational change: building schools and libraries, providing breast cancer screening, supporting conservation efforts and more around the globe. Our core values are: be bold, own it, play as a team, principles over profit, and good vibes only. We’re looking for purpose-driven individuals who share these values to join us.

WHAT YOU’LL BE RESPONSIBLE FOR:

Client Success

• Design, own and optimise the end-to-end client lifecycle, ensuring clients achieve measurable value from our services and driving improvements in Net Retention Rate across our client portfolio.
• Partner with clients and Client Services Managers to define success outcomes and design performance monitoring systems for client KPIs and service standards, equipping managers with the insights and tools needed to manage portfolio performance and maintain strong client partnerships.
• Mentor Client Services Managers, providing guidance on client strategy, prioritisation, and complex client situations while ensuring consistent high quality service delivery.

High Value Account Management

• Own a portfolio of high-value partners or accounts.
• Develop and present tailored, high-quality presentations using PowerBI dashboards and static reports for performance reviews, strategic planning, and operational optimisations, both on a recurring or ad-hoc basis.
• Apply comprehensive knowledge of SG’s components and internal processes to accurately evaluate the feasibility of client requests and provide informed responses, coordinating with relevant teams to ensure solutions are practical and aligned with SG capabilities.
• Travel as needed to strengthen relationships with partners, enhance engagement and provide a personalised client experience.
• Develop a strong understanding of legal and financial frameworks, including data protection regulations (GDPR, PDPA, PCI) and other compliance requirements relevant to our company and charity partners.
• Collaborate with legal teams to draft, review, and execute contracts, ensuring clarity, risk mitigation, and alignment with business objectives.

Client Insights & Strategic Initiatives

• Lead initiatives such as yearly client interviews to generate insights that drive improvements in client experience, retention, and upsell opportunities across all portfolios.
• Leverage deep understanding of SG’s components and internal processes to collaborate with the Head of Client Services and cross-functional teams to translate client insights into service and product improvements, identify growth opportunities, and drive initiatives aligned with broader business objectives.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• High client retention, reflected in consistently strong Net Client Retention Rate across the team.
• High client satisfaction, with managed accounts consistently rating service quality at an average of 4/5 or above.
• Trusted leadership and collaboration, with executive leadership, Client Services Managers, and Executives rating support and guidance at 4/5 or above.
• Well-designed and continuously optimised client journeys that improve client engagement, fundraising performance, and long-term partnerships.
• Effective monitoring frameworks for client KPIs and service standards, ensuring Client Services Managers have the tools, insights, and support needed to manage performance across portfolios.
• Demonstrates deep understanding of SG’s components and internal processes, enabling effective collaboration with cross-functional teams.
• Strong execution and follow-through, translating insights and ideas into tangible improvements for clients and internal processes.

WHAT YOU’LL BRING:

• 7+ years of combined experience across client success, account management, consulting, project management, and stakeholder management.
• Experience managing large corporate client portfolios, preferably involving multinational organisations or cross-market accounts.
• Proven ability to design, own and optimise end-to-end client journeys that resulted in long-term client retention.
• A strong sense of ownership and accountability, with the drive to deliver measurable client outcomes.
• Experience mentoring managers and client-facing teams, helping them prioritise work and deliver consistent client outcomes.
• Strong strategic, analytical, and problem-solving skills, with experience using data to drive decisions.
• Excellent stakeholder management and communication skills, capable of influencing both clients and internal teams.
• Commercial acumen: able to review contracts, understanding client budgets, and contributing to financial or operational planning.
• Tech-savvy with experience in PowerBI, Excel, and Customer Success platforms to track portfolio health and inform decision-making.
• Fluent in English; additional languages a plus.
• Willing and able to travel domestically or internationally as needed.
• Passion for purpose-driven work and making a measurable impact.

MORE ABOUT THE JOB AND CULTURE:

• Our interview process may include conversations with members of our leadership and client services team, as well as scenario-based discussions reflecting real client situations.
• Full-time role with a hybrid working model (minimum 3 days in-office).
• Generous annual leave and access to an Employee Assistance Program (EAP) to support your wellbeing and work–life balance.
• Monthly town halls and an open-office environment that encourage transparency and collaboration.
• A workplace that celebrates diversity and inclusion, where different perspectives are valued.
• A strong learning, development, and coaching culture that supports your growth as a leader.
• If you’re passionate about building strong client partnerships and delivering meaningful impact through your work, we’d love to hear from you.