Senior Manager

We are looking for a Senior Client Success Manager to support our Direct Licensing Hub “DLH” platform. DLH serves a diverse range of clients, including Greek organizations, higher education institutions, and non-collegiate brands through a suite of full-service and SaaS-based solutions.
In this role, you'll manage and mentor a small team, provide direct client and licensee support, and lead operational processes critical to client success. You’ll be the bridge between our platform capabilities and the clients who rely on them every day.
The ideal candidate is proactive, detail-oriented, with strong customer support skills, and experience supporting SaaS clients. You should be comfortable supporting multiple stakeholders, managing sensitive information, and operating in a fast-paced environment. Previous experience or knowledge of the licensing industry is strongly preferred.

Responsibilities:

Client Support & Engagement

• Provide visionary leadership to the DLH operations team, inspiring excellence and fostering a culture of continuous improvement.
• Serve as a key escalation point for complex client inquiries, concerns, and issues, ensuring timely and effective resolution while maintaining a focus on customer satisfaction.
• Provide hands-on support to users navigating the platform, addressing technical or service-related issues.
• Manage strategic vision for DLH’s operational support in concert with Client Services team.

Platform Expertise:

• Develop a deep understanding of DLH, including their features, functionalities, and best practices.
• Support platform rollouts, new feature releases, and ongoing user experience enhancements.
• Support curation and maintenance of user support materials such as guides, FAQs, and training content.
• Support strategic initiatives for platform enhancements and provide critical analysis of system updates and operational impact.

Operational Support:

• Assist with backend processes related to DLH including, but not limited to, client onboarding, system set up, and licensing program lifecycle management. 
• Ensure data integrity and assist in documentation and tracking of key operational workflows.

Process Improvement

• Analyze user feedback to identify pain points and opportunities for improvement.
• Partner with internal teams to propose and implement process enhancements.
• Champion a culture of continuous improvement by refining support processes and operational workflows.

Performance Monitoring and Reporting:

• Utilize data analytics and performance metrics to monitor team performance, identify trends, and track progress towards departmental goals.
• Generate regular reports and analyses to communicate key insights, trends, and performance metrics to senior leadership and key stakeholders.

Qualifications:

• Bachelor's degree is preferred.
• 6+ years of experience in customer service, operations or client services – preferably in a SaaS or licensing environment
• 2+ years experience managing staff
• Excellent interpersonal, verbal, and written communication skills
• Comfortable juggling multiple priorities in a fast-paced, evolving environment
• Excellent problem-solving skills and a proactive approach to addressing customer needs and resolving issues.
• High attention to detail and a service-first mindset
• Demonstrated ability to learn new technologies quickly and adapt to evolving requirements

Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10+ days annually), including Parental Leave, 20 Paid Holidays, 401(k) + Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act.

Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.