Client Success Manager – Global Experiences

This is a fully remote position, open to applicants in Washington.

📋 Description

• Manage the senior client relationship across designated accounts, acting as the primary escalation point and a trusted strategic advisor to C-suite and VP-level stakeholders.

• Facilitate executive business reviews, strategic planning sessions, and roadmap discussions to align Spark's capabilities with the evolving objectives of clients.

• Identify, qualify, and cultivate opportunities for account growth — enhancing scope, services, and contract value within existing engagements.

• Anticipate client needs and industry trends proactively to position Spark as a long-term partner rather than just a vendor.

• Advocate for the client's voice internally, ensuring that Spark's delivery teams are aligned with client priorities and expectations.

• Function as the senior delivery lead across multiple concurrent workstreams, ensuring high-quality execution against timelines, budgets, and client KPIs.

• Collaborate with the Client Solutions Architecture team to manage Airtable builds, enhancements, and scalable adoption across TCCC and other DWT accounts.

• Convert intricate business and technical requirements into clear, actionable project plans with defined milestones, risk registers, and success metrics.

• Drive stakeholder alignment through facilitated workshops, workflow mapping sessions, and requirements-gathering processes.

• Enhance continuous delivery improvement by applying lessons learned, refining operating models, and introducing best practices throughout the portfolio.

• Oversee the commercial health of assigned accounts — managing SOWs, project profitability, invoicing cycles, and budget forecasting.

• Identify opportunities for process enhancement, cost reduction, and maximizing value delivery across the account portfolio.

• Supervise the entire engagement lifecycle from initial discovery through delivery, adoption, and ongoing optimization, ensuring all stakeholders are aligned and operating according to company expectations.

• Lead the nonconformance process — ensuring that root causes are identified, corrective actions are executed, and outcomes are systematically monitored.

• Provide clear, executive-ready reporting on account health, delivery status, risks, and commercial performance.

• Promote Airtable solution adoption by ensuring tools are intuitive, scalable, and aligned with client workflows and strategic goals.

• Collaborate with internal product, technical, and creative teams to ensure configurations, automations, and integrations meet the highest quality standards and client fit.

• Design and implement training programs, change management initiatives, and enablement plans that empower confident, self-sufficient client teams.

• Share best practices across DWT accounts and contribute to Spark's internal knowledge base and delivery methodology.

• Mentor and support junior project team members, fostering a culture of excellence, accountability, and client focus.

• Ensure all project delivery complies with Spark's quality standards, policies, and compliance requirements.

• Maintain knowledge of ISO documentation, audit processes, and safety protocols pertinent to enterprise client engagements.

• Proactively monitor and mitigate delivery risks, documenting outcomes and escalating as necessary.

⛳️ Requirements

• Over 6 years of experience managing complex, senior-level client relationships in digital transformation, enterprise technology, or professional services environments.

• A proven track record of growing and retaining major accounts, with demonstrated success at the VP or C-suite stakeholder level.

• In-depth expertise in workflow design, process optimization, and enterprise platforms — with advanced proficiency in Airtable strongly preferred.

• Experience managing multi-million dollar accounts, including SOW development, commercial negotiations, and P&L oversight.

• A background in working within or alongside creative, marketing, or localization services is a significant advantage.

• Familiarity with ISO documentation, quality management systems, and compliance frameworks is preferred.

• Experience thriving in hybrid, high-growth, or PE-backed environments is beneficial.

🏝️ Benefits

• **Healthcare Benefits:** Comprehensive medical, dental, and vision insurance options; available for opt-in 30 days after your start date.

• **Flexible Spending:** Access to a medical and childcare Flexible Spending Account (FSA) for tax-free allocation towards related expenses.

• **Time Off:** 11 paid company holidays, paid vacation, paid sick leave, and a wellness day (accrual and carryover per employee handbook).

• **Retirement Plan:** Payroll contribution opportunities to our company 401(k) plan, including a company contribution of up to 3% of your salary yearly.

• **Disability + Life Insurance Benefits:** Company-covered short- and long-term disability, along with a personal life insurance policy.

• **Assets:** Necessary technology and equipment (which may include, but are not limited to: laptop, mouse, phone, software, etc.) will be provided.