Manager, Client Success - Strategic

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Client Success - Strategic based in the United States.

This role leads a team responsible for some of the organization’s most strategic and highest-value client relationships.
You will guide Client Success Managers in delivering measurable value, strong adoption, retention, renewals, and account growth.
The portfolio includes complex stakeholder environments, sophisticated business requirements, and multi-product relationships.
You will work closely with Sales, Product, Services, Legal, Finance, and other teams to address client priorities and escalations.
The role combines people leadership, strategic account oversight, data-driven decision-making, and operational excellence.
You will also champion responsible AI and technology adoption to improve client insights, team productivity, and proactive engagement.
This is a remote-first U.S. role with up to 10% travel and opportunities to lead and develop a high-performing client success organization.

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Accountabilities:

• Lead and coach a team of Client Success Managers supporting strategic and high-value B2B SaaS clients.
• Guide CSMs in driving product adoption, value realization, retention, renewal, and long-term client success.
• Support team members in navigating complex client organizations and developing strong executive and stakeholder relationships.
• Oversee strategic account health and proactively address risks, opportunities, and emerging client needs.
• Manage client escalations and coordinate internal resources to protect client outcomes and strengthen relationships.
• Oversee renewal planning and execution across the team’s portfolio.
• Partner with Sales to identify and support expansion opportunities that align with client priorities and demonstrated value.
• Coach CSMs to connect success plans and measurable outcomes to retention, renewal, and growth objectives.
• Use client and portfolio data to identify trends, risks, opportunities, and appropriate actions.
• Partner with Sales, Product, Services, Legal, Finance, and other functions to address strategic client requirements.
• Coordinate cross-functional resources to resolve challenges and advance key client initiatives.
• Communicate client feedback, market needs, and emerging requirements to relevant internal teams.
• Establish consistent client success processes and reinforce operational best practices across the team.
• Encourage responsible use of AI and automation to improve client insights, productivity, and service delivery.
• Set clear performance expectations and provide regular coaching, feedback, development, and accountability.
• Hire, build, and lead high-performing client-facing teams.
• Foster a team culture centered on client value, measurable business outcomes, collaboration, and continuous improvement.
• Monitor portfolio and team performance and take action to improve client and business results.

Requirements:

• 5+ years of experience in Client Success, account management, renewals, or a related client-facing function within a B2B SaaS environment.
• At least 1 year of experience leading and coaching client-facing teams.
• Experience supporting clients generating at least $250K in annual recurring revenue, particularly within complex, multi-stakeholder organizations.
• Proven experience managing renewals, client escalations, and expansion opportunities in partnership with Sales.
• Strong understanding of strategic account management, client value realization, retention, and growth.
• Demonstrated ability to use client and portfolio data to identify risks, opportunities, and actionable insights.
• Experience leveraging AI or technology to improve productivity, client intelligence, operational efficiency, or customer outcomes.
• Strong people leadership, coaching, feedback, and performance management skills.
• Excellent communication and relationship-building abilities, including confidence engaging with senior client stakeholders.
• Strong organizational and prioritization skills, with the ability to manage multiple strategic accounts and competing priorities.
• Demonstrated ability to collaborate effectively across Sales, Product, Services, Finance, Legal, and other functions.
• 8+ years of relevant Client Success, account management, renewals, or related experience is preferred.
• Prior people management experience in Client Success or another client-facing function is preferred.
• Experience in enterprise SaaS, e-commerce, marketplaces, retail technology, or related industries is advantageous.
• Familiarity with Salesforce, Gainsight, Claude, and other Client Success or AI-enabled productivity platforms is a plus.
• Bachelor’s degree in Business, Marketing, Communications, or a related discipline is preferred.
• Willingness to travel up to 10% as required.

Benefits:

• Base salary range of $100,000–$168,000 per year.
• Expected discretionary bonus of 12% of annual base salary.
• Comprehensive medical, dental, and vision coverage with company HSA contributions starting on Day 1.
• 6% 401(k) company match.
• 20 days of paid time off, 9 company-paid holidays, 2 floating holidays, 7 paid sick days, 2 wellness days, and 1 paid volunteer day.
• PTO increases to 22 days after 3 years of service and 25 days after 5 years.
• 12 weeks of primary caregiver leave and 4 weeks of secondary caregiver leave.
• Accident, critical illness, and hospital indemnity insurance.
• Pet insurance.
• Legal assistance and identity theft insurance.
• Life insurance equal to 2x salary.
• Access to the Calm app and Employee Assistance Program.
• $65/month remote-work stipend for internet expenses.
• Tuition assistance and career development opportunities.
• Culture and team-building activities.
• Charitable contribution matching of up to $250 per year.
• Remote-first working conditions designed to support work-life balance.
• Industry-competitive total rewards and opportunities for professional growth.

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How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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