Strategic Client Success Manager

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

📋 Description

• Master the art of communicating with various stakeholder groups—from technical implementers to C-suite executives—by tailoring messaging and influence strategies to align with each audience's priorities.

• Navigate conflicting interests across multiple departments within client organizations, fostering consensus and credibility that establish you as a trusted advisor to all key decision-makers on the account.

• Take ownership of the overall health, renewal lifecycle, and retention of an assigned portfolio, ensuring alignment of client workflows with established value frameworks and return-on-investment objectives.

• Strategically plan and deliver impactful Executive Business Reviews (EBRs) and Partnership Success Plans to cross-functional client stakeholders, utilizing persuasive communication and executive influence to achieve agreement across competing departments and priorities, while ensuring a direct connection between daily engagement and executive-level goals.

• Advocate for clients by placing their authentic voice at the core of internal functions, collaborating directly with Product, Engineering, and Implementation teams to shape strategic roadmap priorities and provide market insights.

• Enhance client interactions with our platform by analyzing metrics and usage parameters, transforming complex datasets into actionable decisions and behavioral recommendations.

• Skillfully guide clients through intricate digital transformations—including the strategic transition to our next-generation platform, Journey by Forj—by effectively addressing friction, promoting innovation advantages, and mitigating operational risks.

• Identify and cultivate strategic expansion opportunities organically through deep platform optimization and consultations, establishing Forj as the leading thought leader in the professional community domain.

• Proactively monitor, document, and address client health indicators on a monthly basis, creating immediate operational mitigation strategies for accounts experiencing delivery gaps or low feature engagement.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Communications, Information Systems, or a related field that necessitates analytical and strategic client management skills.

• Demonstrated success in building and maintaining authentic relationships with diverse stakeholder groups (IT, business operations, executive leadership) simultaneously; proven ability to influence decision-making across multiple organizational levels through strategic communication, active listening, and credibility-building.

• Over 5 years of documented experience managing mid-market or enterprise relationships within a fast-paced B2B SaaS organization, particularly in or alongside the professional association, learning management system (LMS), or community software sectors.

• Exceptional presentation and critical thinking abilities, with verified experience in influencing contract signers, community directors, and executive sponsors.

• Hands-on experience utilizing AI tools such as Claude or similar LLMs to develop workflows, extract insights, and enhance daily client management operational efficiency.

• Proven ability to collaborate effectively with internal specialized teams (e.g., Technical Support, Product, Implementation, and Solutions) to create a cohesive client interface.

• Experience working within or in conjunction with the professional association, learning management system (LMS), or community software industries is highly advantageous.

🏝️ Benefits

• Competitive salary

• Generous Paid Time Off (PTO)

• Comprehensive health, dental, and vision plans

• Health Reimbursement (HRA)

• Wellbeing program

• Short-term disability (STD) and long-term disability (LTD)

• Life/AD&D Insurance, and Voluntary Life Insurance

• 401-k Participation

• Flexible remote work