Senior Client Success Manager

Role Overview

• Lead, coach, and develop a team of Client Success Managers (CSMs)
• Establish and track operational KPIs aligned to retention, adoption, and execution standards
• Conduct regular 1:1s, performance reviews, and structured development planning
• Onboard and ramp new CSMs with defined enablement and performance benchmarks
• Elevate consultative skillsets, business acumen, and executive-ready communication
• Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders
• Raise the strategic quality and business impact of EBRs/QBRs
• Ensure consistent execution of Client Success playbooks across all accounts
• Drive adherence to engagement cadence, success planning, and communication standards
• Enforce strong Salesforce hygiene and portfolio visibility, including: Client activity documentation, Health score accuracy, Risk identification, Expansion signal tracking
• Hold the team accountable for responsiveness, follow-through, and consistency
• Identify and implement scalable process improvements
• Operationalize advancement priorities defined by the SVP
• Develop clear rollout plans for new features, enhancements, and solutions
• Ensure CSM readiness through structured enablement
• Monitor and report on adoption metrics and execution progress
• Oversee portfolio health scoring accuracy and risk visibility
• Ensure proactive identification and management of churn signals
• Oversee onboarding of new solutions and product expansions
• Ensure onboarding frameworks demonstrate early wins and measurable ROI
• Manage a small portfolio of key accounts
• Serve as primary relationship owner for assigned accounts

Requirements

• 6+ years of experience in Client Success, Account Management, or Customer Success within B2B SaaS
• 3+ years of people management experience leading CSMs or account teams
• Strong operational mindset with experience building scalable processes and accountability frameworks
• Proven ability to drive retention, adoption, and client engagement outcomes
• Experience working with Salesforce or similar CRM systems with strong data hygiene standards
• Skilled at coaching consultative selling and executive-level communication
• Comfortable operating in a player-coach capacity
• Highly organized, detail-oriented, and execution-focused
• Thrive in fast-paced, high-growth environments where structure and discipline create leverage.

Benefits

• Offers Equity
• Offers Commission