Strategic Client Success Manager

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

📋 Description

• Act as the main relationship manager for a portfolio of Tier 1 enterprise clients following implementation, from onboarding to renewal.

• Direct structured onboarding processes, create success plans, set adoption milestones, and ensure a smooth transition to sustained product usage.

• Oversee and assess client health using product utilization metrics, NPS, and feedback from stakeholders.

• Foster relationships with C-suite and VP-level stakeholders.

• Conduct quarterly business reviews to link product usage with strategic objectives and demonstrate delivered value.

• Manage renewal preparedness, identify risks, and collaborate with the Account Manager.

• Coordinate Support, Product, Implementation, and Professional Services teams to address issues effectively.

• Monitor and report on GRR, health scores, NPS, and product utilization metrics.

• Keep account records updated in Salesforce, including success plans, health notes, stakeholder mappings, and renewal schedules.

• Convey client feedback and portfolio trends to Product, Marketing, and Sales leadership.

• Collaborate with the Account Manager on account strategies and integrated account plans.

• Develop and enhance playbooks for onboarding, health recovery, and executive engagement.

• Report to the Director of Account Management and work closely with Account Managers, Implementation, Support, and Product teams.

• Contribute to Momentive Software’s mission of assisting nonprofits and associations through cloud-based software and services.

⛳️ Requirements

• Over 5 years of experience in Client Success, Account Management, or a client-facing role in B2B SaaS, with hands-on experience managing enterprise or strategic accounts.

• Proven success in driving adoption, enhancing health scores, and retaining complex, high-value accounts in alignment with GRR and NPS targets.

• Expertise in conducting executive-level business reviews and establishing trusted relationships with C-suite and VP-level stakeholders.

• Ability to manage post-implementation onboarding and develop structured success plans that align product usage with client outcomes.

• Proficient in coordinating efforts across Support, Product, and Implementation teams.

• Daily use of Salesforce or a similar CRM to manage account health, success plans, and renewal timelines.

• Familiarity with client success platforms such as Gainsight, Totango, or ChurnZero.

• Comfortable working with product utilization data and discussing usage trends in client conversations regarding value and adoption.

• Proficient in Microsoft Office 365, including Excel and PowerPoint.

• Excellent written and verbal communication skills.

• Willingness to travel as necessary to engage with enterprise clients and support crucial account interactions.

• Must be eligible to work in the United States without sponsorship.

• Minimum age requirement of 18.

• Experience working with associations, nonprofits, or membership organizations is a plus.

🏝️ Benefits

• Medical, Dental & Vision Benefits

• 401(k) Savings Plan with Company Match

• Flexible Planned Paid Time Off

• Generous Sick Leave

• Inclusive & Welcoming Environment

• Purpose-Driven Culture

• Work-Life Balance

• Commitment to Community Involvement

• Employer-Paid Parental Leave

• Employer-Paid Short-Term Disability

• Remote Work Flexibility