At WebLife, we're looking for a dynamic Account Management & Service Delivery Lead to drive exceptional client success across our growing US client portfolio. Operating within our Framework Friday Recruitment Agency, this role is ideal for a strategic thinker who can lead client relationships end-to-end, scale account operations, and deliver measurable ROI.
You will work closely with global clients while leading a high-performing team of account managers and optimizing our service delivery operations through process automation and data-driven insights. This is a remote-first role with flexibility, based out of our innovation division, WebLife Labs in Sri Lanka.
.Key Responsibilities
Account Management & Service Delivery
- Manage client relationships end-to-end from contract, onboarding, and payment to renewal targeting 90%+ retention
- Develop tailored account management strategies and proactively identify expansion opportunities with US-based clients
- Ensure timely client responses and issue resolution in line with agreed SLAs and service standards
- Monitor client health through analytics and ensure high-quality deliverables and communication throughout the engagement
- Align sourcing and operations teams to meet delivery SLAs and client expectations
Client Success Operations
- Lead post-placement performance reviews and quality assurance, evaluating candidate fit, client satisfaction, and delivery effectiveness to identify areas for improvement and ensure long-term success.
- Design and optimize the complete client journey and experience from onboarding to renewal
- Track and improve key success metrics: Customer Lifetime Value, Net Revenue Retention, Expansion Rate, NPS
- Implement automated client health monitoring systems, including CRM-driven communication workflows, AI-powered health scoring with milestone tracking, and NPS-based satisfaction alerts with escalation triggers.
- Use analytics to surface risks, opportunities, and drive data-based decisions
Revenue Growth & Expansion
- Drive revenue growth through upselling and cross-selling opportunities
- Identify new service opportunities through client feedback and market trends
- Create client success stories for marketing and referral generation
- Convert satisfied clients into active referrers through structured advocacy programs
- Facilitate client retention and plan for ongoing account growth with a focus on revenue expansion and long-term partnership
Requirements
Education & Experience
- Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA preferred
- 5+ years in account management, client success, or business development, including 2+ years in a leadership role
- Proven experience managing strategic international client accounts (US, UK, Australia) and implementing scalable client success systems that deliver measurable gains in retention, satisfaction, and account growth
- Background in e-commerce, tech, AI or digital services preferred
Technical and Analytical Skills
- Proficiency in CRM platforms (e.g., HubSpot, Salesforce) with experience in automation workflow design
- Hands-on experience with ClickUp for project tracking, task automation, and client lifecycle visibility
- Skilled in using analytics tools and dashboards for client health monitoring and performance reporting
Benefits
- Competitive USD-based compensation packages
- A flexible, work-from-home setup as part of a globally connected team
- AI-driven, innovation-focused projects
- A culture that encourages curiosity and lifelong learning
- Clear career paths and personal development opportunities
