About Diversified:
Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.
What to Expect:
At Diversified, you’ll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you’re ready to grow, create, and make an impact, Diversified is the place to do it.
Senior Client Success Manager
Diversified work with many of the world’s leading Enterprise customers, including, Google, Amazon, Netflix, AstraZeneca, Citibank, Facebook, and many others.
Our solutions are experienced by millions every day. Removing the distance. Delivering a message. Powering business. Celebrating fandom. Even saving lives.
Leveraging the best in technology and ongoing advisory services to transform businesses – connecting people, technology, and experiences.
Diversified is seeking a strategic, client-focused and operationally strong Senior Client Success Manager to own the success of a portfolio of Diversified’s most complex and strategic managed services clients.
This is a senior, client-facing role that combines Customer Success Management with acting Service Delivery Manager accountabilities. The role is responsible for client outcomes from onboarding through adoption, value realization, renewal and expansion, while owning day-to-day service performance for assigned accounts
The role sits at the intersection of Clients, Service Delivery, and Sales, with accountability for ensuring that each client is:
In parallel, the role mentors Client Success Managers and contributes to the playbooks, health scoring, and reporting standards that make client success scalable and repeatable.
Primary Duties and Responsibilities:
1. Client Success Strategy & Outcomes
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Build executive relationships and act as a trusted advisor to business and technical sponsors
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Lead quarterly executive business reviews (EBRs) covering outcomes versus OKRs, service performance, roadmap, and recommendations
2. Adoption, Health & Risk Management
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Own the customer health score and risk register, identifying risks early and driving remediation with Service Delivery, Professional Services, and the Account Team
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Capture client feedback through surveys and reviews, and route themes to Product, Service Delivery, and Operations
3. Service Delivery Management (Acting SDM
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Serve as the single point of escalation, coordinating major incident response with the NOC, Service Desk, and field teams and keeping the client informed
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Coordinate planned changes, maintenance windows, and client approvals, protecting critical windows such as live events, broadcasts, and trading hours
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Run monthly service reviews covering ticket trends, backlog, SLA results, and open risks
4. Contract, Renewal & Growth
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Own the renewal plan for assigned accounts, starting 180 days before renewal, including strategy, risks, value proof, and timeline
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Identify new use cases, services, and expansion opportunities, and hand qualified opportunities to the Account Team
5. Continual Improvement & Account Operations
6. Leadership & Practice Development
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Mentor and coach Client Success Managers, and act as an escalation point and backup for complex accounts
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Lead onboarding and transition for strategic and multi-site clients
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Contribute to Client Success playbooks, health scoring, governance templates, and reporting standards
Required/Desired Knowledge, Experience and Skills:
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7+ years’ experience in customer success, account management, service delivery management, or a similar client-facing role in technology services
Technical & Commercial Capability
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Commercial awareness of contracted scope, entitlements, SLA credits, renewals, and expansion
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Ability to translate service performance and usage data into clear business value for executives
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Ability to build and present data-driven reporting, including service performance, health, and value realization
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Ability to influence senior stakeholders and work as one team across Sales, Delivery, Product, and Operations
What We Offer:
We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:
- Multiple medical plan options to fit you and your family’s needs
- HSA & HRA company contributions
- Dental coverage, including orthodontic benefits, and vision plans
Company-paid benefits
- Basic Life, AD&D
- Short-Term and Long-Term Disability insurance
- Employee Assistance Program (EAP)
- Generous paid time off — 3 weeks PTO plus company holidays and floating holidays
- 401k with company match
- Paid maternity leave
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services
- Commuter benefits
- And much more
