Senior Client Success Manager – Key Accounts

Role Overview

• Serve as a trusted advisor and primary strategic point of contact for our clients’ executive and portfolio-level stakeholders, building deep relationships that influence client strategy and drive long-term partnership value.
• Support the Director of Client Success in the continued growth and development of the Client Success function for our US business.
• Oversee the health of the overall client portfolio, proactively identifying risks, connecting issue resolution to portfolio-level impact, and navigating conflict across executive, operational, and technical stakeholders.
• Lead client SteerCos, annual strategy sessions, and executive-level reviews, defining and maintaining a streamlined communication strategy tailored to each portfolio account.
• Develop and maintain multi-year success plans for top portfolios, defining objectives, milestones, and measurable outcomes that align client goals with business growth.
• Act as a senior resource and escalation point for Client Success Managers, bridging business and technical conversations to ensure consistent, high-quality client experiences across the team.
• Support in the coaching, development and overall evolution the Client Success Managers and Client Success Specialists
• Partner with Account Executives to identify opportunities , develop expansion strategies across the portfolio, and influence deal structures to support growth.
• Understand the competitive landscape and effectively position proposals against alternatives, ensuring clients recognize the differentiated value of our platform and services.
• Champion the voice of the client internally, advocating for resources, executive sponsorship, and cross-functional alignment to deliver a seamless client experience at scale.

Requirements

• Bachelor’s degree
• 7+ years in customer success, account management or similar
• Including 2+ years in a lead role as key account contact managing senior management client relationships
• Ability to create and execute long-term, scalable client retention strategies
• Experience leading cross functional initiatives, fostering internal and external relationships
• Demonstrated ability to lead with a “customer-first” mindset
• Proficiency in tracking customer health, defining KPIs
• Familiarity with Salesforce or other CRM platforms, and PowerBI or other BI tools

Benefits

• Excellent health coverage and life insurance benefits – no waiting period!
• Company-paid Long-Term Disability and Basic Life Coverage
• Flexible Spending Account (FSA) options
• 401K plan with immediate company match
• Generous Paid Time Off Plan plus 10 paid holidays
• Summer hours to enjoy the weather
• Regular Social events
• happy hours, summer & holiday parties, & more