Client Service Manager

Job Description and Responsibilities

Become part of one of the largest and fastest-growing privately held security companies in the U.S! Since 1998, Sunstates Security has built a national reputation for delivering exceptional services while fostering high-quality work environments for our team. We are dedicated to hiring, developing, and retaining a professional workforce that reflects our commitment to excellence.

We believe in strategic reinvestment in our people by offering a benefits package that exceeds industry standards, pathways for career advancement, extensive internal training, and employee recognition programs. Our team members are provided with the tools, knowledge, and hands-on management support necessary for long-term success.

Our commitment to a superior workplace culture is reflected in our most recent national accolades. Sunstates Security is proud to be recognized as a 2026 Forbes Dream Employer , an honor based on independent employee feedback and workplace excellence. Additionally, we have been named a 2026 Training MVP by Training Magazine, marking the third consecutive year we have accepted this prestigious recognition. We also continue to be celebrated for our steady growth and stability on the Inc. 5000 list of America’s fastest-growing private companies.

At the heart of everything we do are our core values of honor, integrity, and trust. If you are searching for a rewarding career with a proactive security partner that protects some of the country’s leading organizations, we invite you to explore the possibilities at Sunstates Security. Join a successful, growing team where your talent is appreciated and have opportunities to advance your professional career.

Job Description:

Sunstates Security is hiring a Client Service Manager for its New York City-based regional operations. The Client Service Manager is responsible for building and maintaining strong client relationships, ensuring high levels of customer satisfaction, and coordinating internal teams to deliver exceptional service. This role serves as a primary point of contact for clients, manages client needs and expectations, resolves issues, and identifies opportunities to strengthen and grow client partnerships.

This position offers an annual salary of $80,000 - plus --

- Annual performance-based bonus - up to 5% of base salary
- Full medical, dental, vision, and life insurance coverage
- 401k plan with company match
- Generous PTO
- Tuition assistance

* Salary is DOE

Key Responsibilities:

- Manage day-to-day relationships with assigned clients and serve as a trusted point of contact.
- Understand client needs, goals, and expectations and ensure they are effectively communicated internally.
- Coordinate with sales, operations, product, finance, and other teams to deliver timely and accurate solutions.
- Monitor client accounts, service performance, deliverables, and key deadlines.
- Resolve client concerns and service issues professionally and efficiently.
- Conduct regular client meetings, business reviews, and follow-ups.
- Track client requests and ensure issues are addressed within agreed service levels.
- Maintain accurate client records, documentation, and account information.
- Identify opportunities to improve client experience, retention, and account growth.
- Prepare reports, presentations, and performance updates for clients and management.
- Proactively communicate changes, potential issues, and recommended solutions.
- Support contract renewals, upselling, and cross-selling opportunities when appropriate.
- Collaborate with leadership to develop strategies for improving client satisfaction and retention.

Job Requirements

Qualifications:

- 3–5 years of experience in client service, account management, customer success, or a related role.
- Strong communication, interpersonal, and relationship-management skills.
- Excellent organizational and time-management abilities.
- Strong problem-solving and conflict-resolution skills.
- Ability to manage multiple clients and priorities simultaneously.
- Proficiency with Microsoft Office and CRM/client-management systems.
- Strong attention to detail and follow-through.
- Ability to work effectively both independently and as part of a cross-functional team.

Key Skills:

- Client Relationship Management
- Customer Service
- Account Management
- Communication & Presentation
- Problem Solving
- Conflict Resolution
- Project Coordination
- Negotiation
- Time Management
- CRM & Reporting
- Client Retention & Growth

Benefits

Industry-leading employee benefits that include weekly pay, performance bonus potential, 401k savings plan with a company match, company-sponsored medical, dental & vision benefits, paid time off, tuition reimbursement, and more – available for qualified candidates!