Senior Client Success Manager NY Remote

Senior Client Success Manager – New York, NY

Remote (US)

We founded Cordial in 2014 on the belief that there should be more humanity and empathy in marketing—both in how brands communicate with their customers and in how technology companies work with brands. We built our company and platform purposefully, driven by a desire to inspire more thoughtful communication and to create experiences that feel more personal and human—for consumers, for the people at the companies we work with, and for Cordial employees.

Today, brands like Pac Sun, Revolve, Abercrombie & Fitch, , L.L. Bean and Forbes rely on Cordial to drive revenue growth by sending a better message.

We chose the name Cordial to symbolize how we empower our clients to communicate with their customers, as well as how we do business: with transparency, collaboration, and trust. We're building a passionate team of individuals willing to learn, grow, and be thoughtfully challenged on a daily basis to continuously improve our product, company, and culture every single day.

• Communicate better than the rest
• Own it, every time
• Make Waves

The Senior Client Success Manager reports to the Senior Director of Client Success and serves as the strategic advisor and executive relationship owner for a portfolio of Cordial’s enterprise clients. Cordial operates a solutions-led model, meaning the Solutions team owns day-to-day client execution: platform configuration, technical problem-solving, and program delivery. The Senior CSM operates above that layer, accountable for client outcomes, commercial performance, and long‑term strategic direction.

This role is the connective tissue between the client’s business goals and everything Cordial brings to bear on their behalf. Core focus areas include executive engagement, strategic roadmap development, full commercial ownership (renewals and upsells), AI‑informed client strategy, escalation management, and proactive competitive positioning.

This role is located in NY and the individual must be willing to visit a client on average 2x per week in the city.

Serve as the strategic advisor. You are the client’s most senior point of contact  the day‑to‑day operator, but the person they call when they’re thinking about where their program needs to go next. You bring a point of view, challenge their thinking, and connect their business goals to Cordial’s capabilities in ways that drive measurable impact.

Own client outcomes, not client tasks. Cordial’s Solutions team handles day‑to‑day execution. Your job is to ensure that work is always moving in the right direction, aligned to the client’s success plan, tied to their business objectives, and delivered with the level of quality that retains and grows the relationship. You’re accountable for outcomes.

Lead executive engagement. You own business relationships all the way to the C‑suite within your client portfolio. You run executive business reviews, bring strategic recommendations, and position Cordial as a long‑term growth partner, not just a vendor.

Drive the strategic roadmap. You develop and maintain a forward‑looking success plan for each client that reflects their business priorities, martech strategy, and Cordial’s evolving capabilities, including AI‑driven features. You help clients think beyond their current program and see what’s possible.

Own the full commercial relationship. You own renewals, upsells, and expansion end to end: from forecasting and opportunity identification through negotiation and contract execution. You proactively find growth by understanding where clients can go deeper with Cordial across new channels, expanded use cases, and emerging capabilities.

Bring AI into the conversation. You…