Chameleon Collective · Open role
Chameleon Collective is a business transformation firm operating across three primary pillars: Lead (Fractional/Interim leadership), Deliver (specialized execution teams), and Recruit (executive search). Built on a collective model of 280+ senior independent operators, we embed veteran leaders directly into client businesses.
The Client Services Manager is a newly created role within the Growth Team, dedicated entirely to the health, retention, and expansion of our client accounts. As a champion for both the client experience and our independent operators, this role serves as the central pulse-checker across the collective.
You will act as an essential support system for our decentralized sales network, building strong working relationships across business development, account leads, and the expert community. You will help operators find the right staffing matches for their accounts, collect and act on automated feedback, and coach the team on how to grow their engagements. Additionally, you will serve as the crucial first point of contact for client escalations, helping to smooth out friction, address performance feedback, and ensure long-term account success.
Business Development Partnership: Build close working relationships with business development leaders, staying ahead of pipeline and pending engagements so staffing and account support are ready before the deal closes rather than after.
Account Lead Alignment: Establish trusted, recurring connections with account leads across the portfolio, becoming the person they bring problems to early instead of the person they notify once an account is already at risk.
Expert Network Fluency: Develop deep working knowledge of the operators in the collective, their skills, working styles, availability, and track records, so talent matching is informed by real relationships in addition to the technology matches.
Global Account Monitoring: Maintain visibility over every active account in the company, proactively identifying risks, health trends, and opportunities for support.
Feedback Systems Management: Review, synthesize, and act upon data from our automated feedback systems (CSAT, NPS) regarding both team member performance and overall company perception.
Retention Strategy: Intervene proactively when accounts show signs of risk, working to stabilize the engagement and ensure client satisfaction.
Talent Matching: Partner with the decentralized sales network and practice leads to find exceptional staffing matches from within the collective for new and expanding accounts, drawing on firsthand knowledge of operator capabilities, working styles, and availability.
Growth Coaching: Educate and support independent operators on how to identify expansion opportunities, up-sell services, and successfully grow their accounts.
Friction Management: Serve as the immediate, first-pass escalation point when things go wrong on an account.
Feedback Delivery: Skillfully navigate team member feedback, stepping in to address client service issues, interpersonal friction, or delivery gaps before they become severe.
Remediation: Work collaboratively with operators and clients to build recovery plans, escalating only the most critical, systemic failures to the CEO.
Client Success/Account Management Experience: 5–8 years of experience in client success, account management, or client services, specifically within a professional services, agency, or consulting environment.
Relationship Builder: Proven ability to build credibility and trust quickly with sales leaders, senior practitioners, and clients, operating effectively through influence rather than authority.
High EQ & Coaching Mentality: Exceptional interpersonal skills with the ability to deliver constructive feedback to highly experienced, senior independent operators.
Commercial Acumen: Strong understanding of how to farm/grow existing accounts, with a proven ability to coach others on account expansion strategies.
Conflict Resolution: Demonstrated ability to de-escalate tense client situations, run root-cause analyses on service failures, and restore trust.
Data-Informed: Comfortable using automated feedback tools, CRM data, and health scores to prioritize daily actions and interventions.
Benefits include medical, dental, vision, and prescription drug coverage. We also offer paid holidays, a competitive paid time off policy, and supplemental insurance options.