Strategic Client Success Manager, Enterprise

What You'll Do

• Own the executive relationship as Cordial’s most senior point of contact for a portfolio of enterprise accounts, operating at the C-suite level and building relationships that extend beyond any single initiative or contract cycle.
• Set the strategic direction by developing and owning the long-term success plan for each account, connecting the client’s business priorities to Cordial’s evolving capabilities (including AI-driven features).
• Lead and develop your CSM: directly manage one Customer Success Manager who shares your book of business, coaching them through complex situations and ensuring their performance and growth.
• Drive full commercial ownership across renewals, upsells, and expansion for your portfolio; carry a significant book, forecast accurately, negotiate, and identify expansion opportunities.
• Operate in a three-layer model (Solutions for technical execution, CSM for program delivery, you for strategy and executive accountability), orchestrating alignment across layers.
• Bring AI into client conversations on predictive personalization, send-time optimization, generative content, and intelligent segmentation; model AI tool usage in your own workflow.
• Manage high-level escalations with composure, coordinating across teams and communicating with client leadership.
• Protect and grow the portfolio by tracking account health, identifying risks early, and positioning Cordial’s value proactively.
• Shape the CS practice by contributing to organizational processes, mentoring peers, and partnering with leadership.
• Represent CS cross-functionally, surfacing enterprise needs to Product, Engineering, Sales, and Marketing to influence roadmap and GTM strategy.

What You Bring

• 10+ years in an enterprise client-facing role at a SaaS company, with strong preference for experience in email, SMS, or digital marketing technology.
• Bachelor’s degree or equivalent experience.
• People management experience coaching or managing client-facing professionals.
• Experience in a solutions-led or delivery-led model with strategic and commercial accountability.
• Full commercial ownership of a large, complex book of business with track record of growing net revenue retention.
• Proven C-suite relationship skills and ability to earn executive trust.
• Genuine technical curiosity regarding client data architecture and martech stack.
• Genuine curiosity about AI and its application in marketing technology; ability to translate into business outcomes.
• Comfort using AI tools in your own workflow for efficiency and insights.
• Excellent communication skills across audiences, from board-level reviews to technical escalations.
• Proven ability to work cross-functionally and influence without authority (especially with Product, Engineering, Sales).
• Strong organizational and prioritization skills for managing a large portfolio.
• Comfort with ambiguity in fast-moving environments.

Bonus Points

• Experience in the enterprise marketing automation space.
• Familiarity with tools like JIRA, Harvest, or similar project/time-tracking platforms.
• Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation.
• Experience contributing to CS team design, playbooks, or enablement at an organizational level.

Compensation & Benefits

• Base salary: $115,000 - $157,000 annually (may be adjusted based on experience and location).
• Total compensation package includes equity, bonus, robust benefits (medical/dental/vision/life), 401k match, flexible time off, childcare and education reimbursements.