Senior Client Success Manager - Strategic Accounts
Skills
- Strong executive presence and stakeholder management
- Contract and renewal management experience
- Proficiency with Salesforce for account workflows
- Experience in B2B eCommerce or eCommerce SaaS environments
- Data-driven decision making (NPS, CSAT, adoption metrics)
- Excellent verbal and written communication
- Cross-functional collaboration with Sales, Legal, Product, and Support
Responsibilities
- Serve as primary relationship owner for a portfolio of strategic, enterprise accounts across full lifecycle.
- Lead onboarding and implementation to ensure a successful and customized start.
- Conduct regular business reviews and success checkpoints to communicate impact and progress.
- Monitor account health using data to proactively identify risks and mitigation strategies.
- Manage escalations and high-stakes conversations with professionalism and urgency.
- Identify and drive upsell and cross-sell opportunities in partnership with Account Executives.
- Own and execute renewal processes, collaborating with Sales, Legal, and Finance.
- Partner cross-functionally to surface client feedback and influence product roadmap.
- Coach and mentor less experienced Client Success Managers to elevate team performance.
- Facilitate enablement sessions to improve product adoption and client outcomes.
Education
- Bachelor's degree in business, marketing, communications, or related field preferred
- Equivalent professional experience accepted in lieu of degree
Benefits
- Medical, dental, and vision plans with company HSA contributions starting Day 1
- 6% 401(k) match
- 20 days PTO plus paid holidays, floating holidays, sick days, and wellness days (increases with tenure)
- 12 weeks primary caregiver leave and 4 weeks secondary caregiver leave
- Discretionary bonus (expected ~10% of base) and possible sales incentives where applicable
- $65/month remote work stipend for internet
- Pet insurance, life insurance (2x salary), and supplemental plans
- Access to Calm app, Employee Assistance Program, tuition assistance, and charitable match
- Culture and team-building activities and career development opportunities
Average salary estimate
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