Client Success Manager

The Client Success Manager (CSM) is responsible for ensuring the success of a portfolio of Cordial's Commercial clients. The CSM is a true client partner, a strategic account owner, who works diligently to advocate and align technology and expertise on behalf of the client. The CSM is the owner of the entire client relationship post-sale, but is included in pre-sales discovery conversations with prospective clients. Key focus areas include owning the client success plan, executive engagement, commercial relationship, and proactively managing competitive threats.

Responsibilities

Own the client success plan and the entire client relationship post-sale; participate in pre-sales discovery conversations with prospective clients; manage executive engagement and the commercial relationship; proactively manage competitive threats; be client obsessed and manage client portfolios for success; think big picture by understanding clients' definition of success and business challenges; create and deliver success plans and coordinate the Client Experience team (Technical Account Managers, Solutions Engineers, Deliverability team); own client cadence (planning, status, and review meetings) and program organization; develop a deep understanding of Cordial's platform and demonstrate its capabilities; solve strategic campaign and technical challenges; drive renewals, forecasting, negotiation and contract execution; drive expansion and advocacy in the client base; partner with Channel Growth & Partnership team; participate in business development and discovery meetings; partner with sales, marketing and product development teams; travel to client sites approximately 10% of the time or less

Requirements

Bachelor's degree; 4+ years working in a client management role (commercial and enterprise) at a SaaS company, preferably with CRM experience; strong technical aptitude and commercial instincts; excellent written and oral communication skills; strong project management skills; ability to manage multiple projects and clients at the same time; self-starter, organized, and passionate about detail; ability to work cross-functionally with Product, Engineering and Sales; embodies Cordial's values

Nice to have

Experience in the enterprise marketing automation industry; experience with tools such as Monday.com, Harvest, Client Success, JIRA; experience with email marketing and digital marketing technologies, including personalization and optimization technologies, and advanced marketing automation

Benefits

Equity and bonus; medical, dental and vision coverage; life insurance; 401k match; flexible time off; monthly wellness stipend; cell phone stipend; childcare reimbursement; continued education yearly reimbursement; healthy work/life balance