Senior Manager, Client Success

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

📋 Description

• Lead, mentor, and develop a team of Client Success Managers.

• Create and implement scalable success frameworks for the SmartSimple client portfolio.

• Drive consistent product adoption and achieve positive client outcomes.

• Act as the main escalation point for SmartSimple accounts and resolve complex issues.

• Establish trusted-advisor relationships with senior stakeholders at client organizations.

• Collaborate with SmartSimple implementation partners regarding account status, delivery timelines, and escalations.

• Identify opportunities for expansion and facilitate transitions to SmartSimple Professional Services.

• Work alongside Product, Engineering, Sales, and Account Management teams on client feedback, renewals, and expansions.

• Monitor retention, health scores, and adoption metrics while driving proactive interventions.

• Set performance goals for the team and provide ongoing coaching.

• Ensure compliance with enterprise-level SLAs and contractual obligations.

• Execute additional duties as assigned.

⛳️ Requirements

• 8+ years of experience in Client Success, Account Management, or a related field.

• 3+ years of experience in leading teams that handle enterprise accounts.

• Proven track record in managing a client success portfolio within a platform/SaaS product.

• Experience identifying expansion opportunities and transitioning them to a delivery or professional services team.

• Familiarity with collaborating with third-party implementation or delivery partners in a SaaS or enterprise technology setting.

• Proficient in success metrics and reporting tools, including health scoring, retention analytics, and CRM/CS platforms.

• Background in SaaS or enterprise technology environments.

• Must have the legal right to work in the United States.

• Preferred experience or knowledge of the philanthropic sector.

🏝️ Benefits

• Competitive salary and benefits package.

• Tuition reimbursement programs.

• Lifestyle reimbursement options.

• Customized mindfulness and fitness initiatives.

• Flexible paid time off (PTO) policy.

• Opportunities for professional and personal development.

• Internal mobility and career advancement prospects.

• Autonomy and responsibility in your role.

• Employee recognition programs.

• Accommodations available throughout the interview and employment process.