Senior Client Success Manager
Own strategic client relationships, outcomes, executive engagement, renewals, and expansion for an enterprise SaaS portfolio. The role requires 7+ years of enterprise client-facing experience, commercial ownership, technical curiosity, and familiarity with marketing technology and AI.
About the job
Responsibilities
- Serve as the strategic advisor and senior point of contact for an enterprise client portfolio.
- Own client outcomes, success plans, strategic roadmaps, and relationship quality while Solutions teams handle day-to-day execution.
- Lead executive engagement, including business reviews and strategic recommendations for VP- and C-suite stakeholders.
- Own renewals, upsells, and expansions from forecasting and opportunity identification through negotiation and contract execution.
- Help clients apply AI capabilities such as predictive personalization, send-time optimization, generative content, and intelligent segmentation to marketing outcomes.
- Lead client escalations and coordinate resolution across Solutions, Product, and Engineering.
- Monitor client health, competitive threats, and retention risks; identify portfolio growth opportunities.
- Represent client needs cross-functionally with Product, Engineering, Sales, and Marketing.
Requirements
- 7+ years of experience in an enterprise client-facing role at a SaaS company; experience with email, SMS, or digital marketing technology is strongly preferred.
- Bachelor's degree or equivalent experience.
- Experience in a solutions-led or delivery-led model, owning strategy and outcomes while technical teams own execution.
- Experience owning renewals and upsells, managing forecasts, and driving net revenue retention across a portfolio.
- Track record of building VP- and C-suite relationships within enterprise accounts.
- Technical curiosity and ability to engage with data architecture and marketing technology stacks.
- Curiosity about AI and its application in marketing technology, with ability to translate capabilities into business outcomes.
- Experience using AI tools to improve workflow efficiency and client work quality.
- Excellent communication, cross-functional collaboration, organization, and escalation-management skills.
- Comfort working with ambiguity in fast-moving, high-autonomy environments.
Nice-to-haves
- Experience in enterprise marketing automation.
- Familiarity with Jira, Harvest, or similar project and time-tracking platforms.
- Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation.
Compensation and Benefits
- Base salary: $115,000–$145,000 annually.
- Equity and bonus opportunity.
- Medical, dental, vision, and life insurance.
- 401(k) match, flexible time off, childcare reimbursement, and annual continuing-education reimbursement.
Skills
SaaS, Email Marketing, Sms Marketing, Digital Marketing, Marketing Automation, AI, Predictive Personalization, Customer Segmentation, Data Architecture, MarTech, Jira, Harvest, Forecasting
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