Client Success Manager, Global Experiences

Job Purpose
At Spark, we help global brands work smarter by streamlining operations, building scalable systems, and supporting the teams behind them.
 
The Client Success Manager is a senior, client-facing role responsible for leading the full lifecycle of strategic accounts within the Digital Workflow Transformation (DWT) team. You will serve as the primary relationship owner and delivery lead for our major enterprise clients — driving project excellence, deepening partnerships, and identifying growth opportunities that expand Spark's footprint.
 
This role requires a highly seasoned operator who can command executive-level client relationships, orchestrate complex cross-functional delivery, and act as a strategic advisor who translates client ambitions into scalable Airtable-powered solutions. You will be a key voice in shaping how Spark delivers and grows within its most important accounts.
 
Key Responsibilities
Strategic Client Leadership

• Own the senior client relationship across assigned accounts, serving as the primary escalation point and trusted strategic advisor to C-suite and VP-level stakeholders.
• Lead executive business reviews, strategic planning sessions, and roadmap discussions to align Spark's capabilities with evolving client goals.
• Identify, qualify, and develop account growth opportunities — expanding scope, services, and contract value within existing engagements.
• Proactively anticipate client needs and industry trends to position Spark as a long-term partner, not just a vendor.
• Champion the client's voice internally, ensuring Spark's delivery teams remain aligned to client priorities and expectations.

Project & Delivery Excellence

• Serve as the senior delivery lead across multiple concurrent workstreams, ensuring high-quality execution against timelines, budgets, and client KPIs.
• Partner with the Client Solutions Architecture team to oversee Airtable builds, enhancements, and scalable adoption across TCCC and other DWT accounts.
• Translate complex business and technical requirements into clear, actionable project plans with defined milestones, risk registers, and success metrics.
• Lead stakeholder alignment through facilitated workshops, workflow mapping sessions, and requirements-gathering processes.
• Drive continuous delivery improvement by applying lessons learned, refining operating models, and introducing best practices across the portfolio.

Operational & Financial Oversight

• Own the commercial health of assigned accounts — managing SOWs, project profitability, invoicing cycles, and budget forecasting.
• Identify opportunities to improve processes, reduce costs, and maximize value delivery across the account portfolio.
• Oversee the full engagement lifecycle from initial discovery through delivery, adoption, and ongoing optimization, ensuring all stakeholders are aligned and operating to company expectations.
• Lead the nonconformance process — ensuring root causes are identified, corrective actions are implemented, and outcomes are systematically monitored.
• Provide clear, executive-ready reporting on account health, delivery status, risks, and commercial performance.

Enablement, Adoption & Collaboration

• Champion Airtable solution adoption by ensuring tools are intuitive, scalable, and aligned to client workflows and strategic goals.
• Partner with internal product, technical, and creative teams to ensure configurations, automations, and integrations meet the highest standards of quality and client fit.
• Design and lead training programs, change management initiatives, and enablement plans that drive confident, self-sufficient client teams.
• Share best practices across DWT accounts and contribute to Spark's internal knowledge base and delivery methodology.
• Mentor and guide junior project team members, fostering a culture of excellence, accountability, and client focus.

Standards & Compliance

• Ensure all project delivery adheres to Spark's quality standards, policies, and compliance requirements.
• Maintain familiarity with ISO documentation, audit processes, and safety protocols relevant to enterprise client engagements.
• Monitor and mitigate delivery risks proactively, documenting outcomes and escalating appropriately.

 
Who You Are

• Strategically minded: You think beyond the task at hand — connecting client needs to Spark's broader capabilities and long-term partnership potential.
• Client-obsessed: You build deep, trusted relationships with senior stakeholders, earning the right to influence decisions and shape roadmaps.
• Delivery-driven: You bring structure, urgency, and accountability to everything you run — clients know their projects are in expert hands with you.
• Commercially aware: You understand the business dynamics of your accounts and actively look for ways to grow Spark's footprint and value.
• Collaborative leader: You inspire confidence in clients and internal teams alike, rallying people around shared goals and clear plans.
• Continuous learner: You stay ahead of industry trends, platform capabilities, and best practices — always looking to sharpen your craft.

 
What You'll Bring
Qualifications

• 6+ years of experience managing complex, senior-level client relationships in digital transformation, enterprise technology, or professional services environments.
• Proven track record of growing and retaining major accounts, with demonstrated success at the VP or C-suite stakeholder level.
• Deep expertise in workflow design, process optimization, and enterprise platforms — with advanced proficiency in Airtable strongly preferred.
• Experience managing multi-million dollar accounts, including SOW development, commercial negotiations, and P&L oversight.
• Background working within or alongside creative, marketing, or localization services is a significant plus.
• Familiarity with ISO documentation, quality management systems, and compliance frameworks preferred.
• Experience thriving in hybrid, high-growth, or PE-backed environments is advantageous.

Skills

• Exceptional client relationship and executive communication skills — written, verbal, and presentational.
• Strong commercial acumen with the ability to identify growth opportunities and frame value propositions compellingly.
• Advanced project management capabilities with experience running multiple complex workstreams simultaneously.
• Analytical and solutions-oriented mindset — comfortable navigating ambiguity and driving decisions with imperfect information.
• Ability to translate complex technical and business requirements into clear, executive-ready plans and narratives.
• High EQ with the ability to navigate sensitive client and internal dynamics with discretion and professionalism.
• Self-directed and resourceful, with a bias for action and a track record of delivering results in dynamic environments.

• Healthcare Benefits: Comprehensive medical, dental, and vision insurance options; available for opt-in 30 days after your start date.
• Flexible Spending: Access to a medical and childcare Flexible Spending Account (FSA) for tax-free allocation towards related expenses.
• Time Off: 11 paid company holidays, paid vacation, paid sick leave, and a wellness day (accrual and carryover per employee handbook)
• Retirement Plan: Payroll contribution opportunities to our company 401(k) plan, including a company contribution of up to 3% of your salary yearly.
• Disability + Life Insurance Benefits: Company-covered short- and long-term disability, along with a personal life insurance policy.
• Assets: Necessary technology and equipment (which may include, but are not limited to: laptop, mouse, phone, software, etc.) will be provided.