Sr. Manager Account Services

Senior Manager, Account Services

We are seeking a seasoned and strategic Senior Manager, Account Services to lead multiple teams focused on delivering exceptional service to our clients. This role is pivotal in driving operational excellence, leading with a customer-first mindset, and aligning our service strategy with broader business objectives.

As a senior leader within Account Services, you will oversee a team of managers, leads and/or Individual Contributors who are responsible for technical service delivery, client relationship management, and operational performance. Your leadership will directly influence scalability, team development, and the overall customer experience across a high-volume and fast-moving client segment.

How You Will Make An Impact:

Leadership & Organizational Development

• Lead multiple teams, including Managers, Sr. Team Leads, and individual contributors across the Account Services function.
• Drive team alignment with company goals and promote a high-performance, inclusive culture.
• Mentor and develop people leaders, fostering leadership readiness and succession planning.
• Establish clear objectives, track team performance, and lead performance reviews and coaching efforts.
• Report individual development of team members and managers to the Sr. Director Client Services.
• Attend regularly scheduled touch point meetings with various department leaders.

Customer Success & Escalation Management

• Serve as a strategic escalation point for complex or high-impact client issues.
• Ensure consistency and excellence in client engagement across all teams.
• Guide leaders in anticipating customer needs and leveraging data to drive proactive service models.
• Partner with clients as needed to reinforce trust, resolve challenges, and support retention.
• Participate as needed in addressing client/partner escalations.
• Serve as a voice of the client in cross-functional efforts and service initiatives.

Operational Strategy & Process Optimization

• Own and refine processes to drive scalability, efficiency, and quality in technical account management.
• Create efficiencies, process improvements, and custom processes for employers and partners (as applicable).
• Ensure department initiatives/directives are met within the teams.
• Oversee the development of administrative procedures as needed to ensure overall company alignment.
• Ensure that items of concern brought forward from internal audit, other teams, and clients/partners are addressed appropriately.
• Work with system leaders and department managers to identify enhancement or fix requests for clients/partners.
• Monitor team and departmental KPIs (service levels, satisfaction scores, resolution times) and drive continuous improvement initiatives.
• Assist with special projects and all internal and external audits.
• Coordinate with internal partner contacts to identify partner processes and services for the department.
• Implement systems and tools that optimize performance and support growth.
• Ensure resource planning, capacity modeling, and workforce alignment are effectively managed across multiple teams.

Cross-Functional Influence & Strategic Execution

• Collaborate with senior leaders across Sales, Product, and Support to ensure alignment between service delivery and business priorities.
• Represent Account Services in broader company initiatives and drive input into product and service development based on customer insights.
• Lead change management efforts to scale operations and meet evolving customer expectations.
• Establish department initiatives in coordination with all employer/partner-facing teams.

Experience You Will Bring:

• 5+ years of experience in a customer-facing leadership role within technical account services, customer success, or operations.
• Proven track record of leading managers and large teams through change, growth, and transformation.
• Strong executive presence and experience influencing at all levels, including cross-functional stakeholders and senior leadership.
• Expertise in strategic planning, process design, and operational scaling.
• Comfort with data and analytics to drive decisions, identify trends, and track outcomes.
• Excellent communication, coaching, and conflict resolution skills.

Preferred Qualifications:

• Experience in SaaS, B2B, or technology-forward service environments.
• Familiarity with tools such as Salesforce, Jira, ServiceNow, or other CRM/ticketing platforms.
• Demonstrated success in driving retention and customer satisfaction through strategic service leadership.

Why This Role?

You'll be at the forefront of shaping how we serve a complex and rapidly growing customer segment. This is a high-impact role with visibility across the organization, offering the opportunity to innovate, lead leaders, and make a lasting mark on our customer experience and business performance.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section. Pay Range: $113,000.00 - $150,000.00