Introduction

Client Success Partner

Location: Remote, South Africa

Employment Type: Full-Time, ICA (40 hours/week)

Schedule: U.S. Business Hours overlap required (EST / CST)

Compensation: $1,000 – $1,200USD / month (commensurate with experience) + Account Retention & Expansion Bonuses

Reports To: Head of Client Success / Head of Sales

About the Company

Our client is a high-growth global recruitment and remote talent placement firm dedicated to helping fast-growing U.S. and international businesses scale their teams. By connecting visionary founders with vetted, top-tier global talent across emerging tech hubs, the company removes the administrative friction, compliance complexity, and prohibitive costs of traditional staffing. The organization operates an agile, modern headhunting model backed by an industry-leading placement guarantee.

They are looking for a proactive, relationship-driven Client Success Partner (CSP) to manage ongoing account health, retain key client accounts, and drive organic multi-hire expansion. This person will act as the commercial advocate for clients once a search is underway—keeping hiring managers responsive, partnering with recruitment delivery to resolve search bottlenecks, handling guarantee/credit situations, and unlocking repeat hiring opportunities. This is an active account leadership position rather than a passive ticket-answering desk. You will serve as a strategic partner to business owners, helping them scale their organizations through proactive remote workforce planning.

Role Overview

The Client Success Partner will manage account health, search progression velocity, and account expansion across our active client base. Approximately 60–65% of the role focuses on direct client relationship management, unblocking active recruitment searches, running structured check-ins, and driving post-placement account retention. Approximately 35–40% focuses on repeat requisition generation, client referral campaigns, account health tracking, and managing replacements/credits under the firm's placement guarantee.

The ideal candidate understands how to maintain high engagement with busy executives, address client frustrations diplomatically, and turn single-placement clients into long-term enterprise partners. This includes:

• Proactively tracking deal health across active recruitment pipelines
• Intervening when client feedback stalls to maintain candidate momentum
• Conducting structured 30, 60, and 90-day post-hire check-ins
• Managing replacement searches and guarantee credit balances seamlessly in HubSpot
• Uncovering additional hiring needs and securing repeat search requisitions
• Driving client participation in the company's referral program
• Serving as the escalation point for client billing, scope, or contractor performance inquiries
• Documenting account health metrics, feedback themes, and expansion opportunities

The successful candidate should be comfortable picking up the phone, running video syncs with founders, navigating delicate client conversations, and collaborating daily with recruiters to keep placements moving forward.

Why This Role Matters

Placing great candidates is only half the battle; keeping clients engaged, satisfied, and returning for their second, third, and tenth hire is how the business scales sustainably. This role safeguards client trust, protects revenue through proactive retention, and serves as the primary engine for repeat business and organic account expansion.

Duties & Responsibilities

Key Responsibilities

Active Deal Velocity & Bottleneck Removal

Monitor candidate review and interview stages across active client pipelines to ensure clients review profiles within agreed SLAs. Intervene proactively when a client becomes unresponsive, scheduling brief alignment calls to identify blockers and realign expectations. Partner closely with Recruitment & Client Success Managers (RCSMs) to resolve profile calibration mismatches or salary band disconnects early in the search. Maintain client enthusiasm and momentum throughout the 4–6 week sourcing and interviewing process.

Post-Hire Relationship Management & Retention

Conduct structured check-ins at 30, 60, and 90 days following contractor start dates to evaluate performance, integration, and client satisfaction. Identify early indicators of contractor mismatch or client dissatisfaction and collaborate with the client on mitigation strategies before turnover occurs. Gather actionable qualitative feedback from hiring managers to share with recruitment leadership for continuous vetting improvements. Track and improve client NPS / CSAT across your assigned portfolio of accounts.

Account Expansion & Repeat Requisitions

Conduct quarterly talent-planning reviews with active clients to forecast upcoming departmental hiring needs. Proactively present additional role opportunities (e.g., introducing an Operations Coordinator or Bookkeeper to a client who recently hired an Executive Assistant). Secure new Service Orders for secondary and tertiary hires from existing client accounts. Champion the firm's client referral program, actively generating introductions to peer founders and partner companies.

Desired Experience & Qualification

Hard Skills & Qualifications

• 3+ years of experience in client success management, recruitment account management, customer success (CSM), or agency client relations.
• Demonstrated experience managing relationships with North American (U.S./Canada) executive clients and founders.
• Strong understanding of recruitment agency workflows, interview stages, and placement lifecycles.
• Working fluency with HubSpot CRM (account properties, deal stages, logging client communications).
• Experience managing difficult client conversations, defusing escalations, and negotiating terms diplomatically.
• Exceptional verbal and written English communication skills.
• Full availability to work during U.S. business hours (EST / CST overlap).

Preferred Tools

• HubSpot CRM
• Google Workspace (Docs, Sheets, Slides, Gmail)
• Slack
• Zoom & Fathom / meeting recording tools
• Loom
• WhatsApp / VoIP client communication platforms

Soft Skills

• High emotional intelligence, empathy, and consultative relationship-building ability
• Proactive problem-solver who addresses issues before the client brings them up
• Confident communicator comfortable speaking with senior business leaders
• Strong organizational rigor and ability to track touchpoints across 100+ accounts
• Collaborative team player who partners effectively with recruiters and operations
• Calm under pressure when navigating client disputes or replacement scenarios
• Commercial mindset focused on account retention, LTV, and expansion

About the Ideal Candidate

The ideal candidate is a relationship builder who takes genuine ownership of client outcomes. You understand that client success is not just about keeping people happy; it is about keeping searches moving forward, solving operational roadblocks, and helping businesses grow. You are comfortable jumping on a quick video call to talk through feedback, skilled at de-escalating tension when a candidate doesn't work out, and proactive about identifying the next role a company needs before they even post it.

Package & Remuneration

Basic package USD Fully remote aligned to US EST