Overview
Client Success Team Lead Jobs in United States at Reed & Mackay
Title: Client Success Team Lead
Company: Reed & Mackay
Location: United States
At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.
With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.
Looking for the next opportunity? Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.
As Team Leader, within the North America Client Success team, you will be responsible for leading a team of Client Success Managers (CSM’s) while also managing a small portfolio. Your time will be split 75% leadership & team management, 25% client management, ensuring both high-level strategic oversight and hands-on client success delivery.
You will act as a trusted advisor to your team, the clients you manage, and internal stakeholders across Reed & Mackay’s global network. This role requires strong leadership, commercial acumen, and the ability to drive a high-performing team while maintaining direct client relationships.
What You’ll Do
- Provide leadership and direction to an assigned team of Client Success Managers ensuring alignment with wider business strategies.
- Be accountable for client retention across your team’s portfolio, embedding a 100% client retention mindset and ensuring strategic, long-term partnerships.
- Act as the voice of the customer, ensuring key insights and feedback are shared across the business to drive service innovation and client success strategies.
- Inspire, coach, and develop your team, setting clear goals, performance metrics, and tracking success to ensure high standards of service and client engagement.
- Ensure Salesforce usage is maximised, enabling data-driven decision-making, pipeline tracking, and proactive client strategy development.
- Support CSM’s in navigating complex client relationships, contract negotiations, and identifying opportunities for growth.
- Promote a culture of collaboration, accountability, and continuous improvement, fostering an environment where the team thrives.
- Act as the voice of the customer, ensuring key insights and feedback are shared across the business to drive service innovation and client success strategies.
- Lead by example, demonstrating exceptional strategic thinking, commercial acumen, and client engagement.
- Lead, support and guide your team through the Migration from Reed & Mackay to Navan
- Directly manage a portfolio of clients, serving as the primary strategic partner to ensure long-term success and growth.
- Develop and execute a tailored client strategy, ensuring alignment with business objectives and measurable success targets.
- Lead business reviews, contract renewals, and proactive engagement initiatives, ensuring maximum client satisfaction and retention.
- Stay ahead of industry trends, providing expert consultation and innovative solutions that reinforce Reed & Mackay’s position as a trusted strategic partner.
What We’re Looking For
- Proven experience in managing clients within the corporate travel or professional services industry.
- Previous experience coaching, leading or managing a team (direct or indirect leadership).
- A commercially focused approach, with the ability to drive revenue growth, profitability, and client contribution targets.
- Exceptional leadership and coaching skills, inspiring your team to deliver at the highest level.
- The ability to develop, track, and measure team effectiveness, using KPIs, performance metrics, and structured review processes.
- Strong strategic thinking, with the ability to balance big-picture leadership and hands-on client engagement.
- A deep understanding of the TMC landscape, corporate travel trends, and best practices.
- Flexibility to work across time zones and travel as needed to support both client and team objectives.
Equal Opportunities
At Reed & Mackay we welcome everyone with an open mind and an open heart. This is because we knowpeoples' different experiences, identities and backgrounds helps us to build a culture where everyone can collaborate and be their authentic selves, whilst feeling safe, valued and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities. No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, to candidates who have a disability or are neurodivergent. Please notify us of your requirements at [email protected].
