The Senior Manager, Value-Add Services will lead strategic initiatives that enhance the value delivered to clients, post-implementation. This role focuses on optimizing customer engagement, driving adoption of services including regulatory services, and ensuring long-term satisfaction and retention. The manager will oversee client transitions, develop scalable subscription models, and collaborate cross-functionally to deliver measurable business outcomes. Essential Duties & Responsibilities Lead and mentor the Value-Add Services team to deliver proactive customer engagement and support. Lead and develop additional services to support our client’s regulatory needs Develop and execute strategies that enhance client value post-implementation, including onboarding, training, and optimization services. Design scalable subscription models and feedback loops to improve customer satisfaction and retention. Serve as the voice of the customer by identifying opportunities for service enhancements and collaborating with internal teams. Track KPIs such as customer health scores, adoption rates, and satisfaction metrics. Partner with Product, Support, and Customer Success teams to deliver a unified and high-impact client experience. Identify risks to customer success and implement mitigation strategies to reduce churn.