Senior Manager, Client Success

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

📋 Description

• Oversee, mentor, and cultivate a multi-tiered Client Success team comprising Client Success Managers and a Team Lead.

• Establish team direction, standards, objectives, KPIs, and personalized growth strategies.

• Enhance the Team Lead's skills using coaching frameworks, account standards, and operational rhythms.

• Conduct one-on-one meetings, performance assessments, and real-time coaching sessions.

• Recruit, onboard, and accelerate the ramp-up of new Client Success Managers and team leads.

• Manage the operational execution of the Client Success strategy across various client sizes and segments.

• Facilitate team operating rhythms, including renewal pipelines, at-risk accounts, health assessments, escalations, and weekly execution schedules.

• Ensure clients effectively transition through onboarding, adoption, and sustained engagement to achieve measurable outcomes and return on investment.

• Address key escalations and engage in executive-level discussions.

• Oversee product adoption and client health across the entire portfolio.

• Track health indicators, identify risks early, and implement mitigation strategies.

• Operationalize value demonstration and enablement frameworks into standardized team practices.

• Enhance playbooks for onboarding, Quarterly Business Reviews (QBRs), value assessments, health checks, and client engagement.

• Lead the team’s renewal strategy, encompassing forecasting, risk awareness, and execution discipline, in collaboration with Sales.

• Identify expansion opportunities and direct them to the Sales team.

• Implement and utilize Vitally alongside CRM tools.

• Monitor, evaluate, and report on team performance metrics, client health trends, and OKR progress.

• Optimize operational processes, data management, standards, and team rhythms.

• Collaborate with the Senior Director of Client Experience on strategy, segmentation, value demonstration, adoption, and enablement.

• Present client insights to Product, Marketing, and Support teams.

• Work closely with Sales on account handoff, planning, and expansion strategies.

• Align Client Success initiatives with broader company goals for revenue, retention, and client health.

⛳️ Requirements

• Minimum of 6 years of experience in Client Success, Account Management, or similar post-sale roles within a B2B SaaS or technology setting.

• At least 3 years of experience in people management.

• Proven ability to recruit, develop, and retain top Client Success professionals.

• Experience leading through other leaders is highly advantageous.

• Established track record of enhancing product adoption, client health, and net revenue retention across a portfolio.

• Experience managing renewal processes and forecasting.

• Familiarity with leading or implementing a segmented or multi-tiered Client Success model across various client sizes.

• Strong operational discipline.

• Experience in creating and scaling playbooks, operational rhythms, and team standards.

• Data-driven mindset with hands-on experience in CRM and Client Success platforms.

• Knowledge of Vitally, Salesforce, or Gainsight is a plus.

• Outstanding communication and stakeholder management abilities.

• Capability to engage and influence executive-level clients and internal stakeholders.

• Ability to translate leadership-set strategies into consistent daily execution.

• Currently, there are no sponsorship opportunities available.

🏝️ Benefits

• Comprehensive health coverage including medical, dental, vision, prescriptions, life, and disability insurance.

• Flexible paid time off (PTO).

• 11 company-observed holidays.

• Generous parental and caregiver leave policies.

• An immediately vested 401(k) plan with company contributions.

• Access to wellness resources.

• Opportunities for professional development.

• Potential bonuses, commissions, or equity depending on the role.