Senior Client Success Manager

Senior Client Success Manager

Position Description

The Senior Client Success Manager (SCSM) is responsible for driving client value realization, retention, and growth across a portfolio of strategic accounts. This role partners closely with clients’ executive stakeholders to align technology outcomes with business objectives, proactively manage account health, and identify growth opportunities. The SCSM serves as a trusted advisor, escalation owner, and growth catalyst while reinforcing disciplined Client Success processes.

What Success Looks Like

• Business challenges turn into solution proposals
• Retention is strong and revenue from existing clients grows predictably
• Client risk is identified early and managed intentionally

How this is measured

• Client retention and renewal rates
• Expansion revenue and growth within assigned accounts
• On‑time, high‑quality delivery of TBRs and roadmaps
• Referral generation from satisfied clients

Position Responsibilities

Prep and Deliver Technology Business Reviews (TBRs)

• Own the preparation, delivery, and follow‑up of all client Technology Business Reviews (TBRs)
• Translate technical performance, service metrics, and security posture into clear business outcomes
• Set agendas in advance, gather client priorities, and ensure executive-level communication
• Present insights, risks, progress, and recommendations to client stakeholders
• Drive alignment on next steps, investments, and strategic direction following each T

2. Maintain Technology Maturity Levels (TMLs) and Client Roadmaps

• Maintain accurate and up‑to‑date Technology Maturity Levels (TMLs) for assigned accounts
• Develop, maintain, and evolve client roadmaps aligned with business goals and technical needs
• Ensure roadmaps reflect security, infrastructure, lifecycle, and growth initiatives
• Review and adjust roadmaps regularly based on changes in client objectives or environment
• Use TMLs and roadmaps as the foundation for TBRs and growth conversations

3. Client Management, Growth, and Sales

• Serve as the primary relationship owner for assigned clients, building trust with key stakeholders and executive sponsors.
• Identify, qualify, and lead client growth opportunities including additional services, projects, and long‑term strategic initiatives.
• Partner closely with Sales, Professional Services, and Operations to scope, propose, and close opportunities.
• Maintain an accurate pipeline of expansion opportunities and support forecasting efforts.
• Proactively manage renewals, upsells, and contract changes with a value-based approach.

4. Get Well Plan Execution

• Act as the point owner for “at‑risk” or escalated accounts requiring formal Get Well Plans.
• Develop, execute, and track Get Well Plans focused on stabilizing service delivery, rebuilding trust, and restoring client confidence.
• Coordinate cross‑functional teams to ensure issues are addressed quickly, effectively, and with clear accountability.
• Provide clear communication and regular status updates to internal leadership and client stakeholders.

5. Referrals

• Proactively request referrals from satisfied clients at appropriate milestones
• Leverage positive outcomes, TBRs, and successful initiatives to drive introductions
• Collaborate with Sales and Marketing on referral tracking and follow‑up
• Act as a brand ambassador by delivering consistent, high‑value client experiences

Compensation & Incentives

• Base salary $85k-$100k, with OTE (on-target earnings) in the $165k-$180k range

Core Values in Action

• Be Reliable:
  Follow through, respond with urgency, and close the loop
• Show You Care:
  Build relationships, communicate clearly, and go the extra mile
• Succeed as a Team:
  Support peers, focus on solutions, and drive shared success
• Do the Right Thing:
  Act with integrity and put the client’s best interest first

Ideal Candidate Snapshot

• Strong executive communication and presentation skills
• Strategic account management and consultative selling ability
• Ability to translate technical details into business value
• Proven experience managing escalations and complex client situations
• Strong organizational skills and accountability mindset
• Collaborative leadership across service, sales, and delivery teams

Skills, Experience & Education

Skills

• Prove…