Senior Manager, Client Success

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

This senior leadership role will oversee a team of Client Success Managers supporting enterprise clients within a mission-driven SaaS environment. You will build scalable client success frameworks that strengthen adoption, retention, and measurable customer outcomes. The role combines people leadership, strategic account management, executive stakeholder engagement, and cross-functional collaboration. You will act as a senior escalation point while proactively identifying risks, opportunities, and potential expansion paths. Working closely with Product, Engineering, Sales, Account Management, and implementation partners, you will turn client insights into meaningful improvements. The position offers an opportunity to shape a growing client success function while helping organizations use technology to advance their missions.

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Accountabilities:

• Lead, mentor, and develop a team of Client Success Managers responsible for enterprise accounts, fostering accountability, collaboration, and continuous improvement.
• Design and implement scalable client success frameworks that drive consistent product adoption, retention, and measurable outcomes across the client portfolio.
• Serve as the primary escalation point for complex enterprise client issues, balancing urgency, client impact, contractual obligations, and cross-functional considerations.
• Build trusted-advisor relationships with senior client stakeholders, developing a deep understanding of their objectives and proactively anticipating their needs.
• Collaborate with third-party implementation partners to align on account status, delivery timelines, client expectations, and escalation management across partner-led and internal engagements.
• Identify expansion opportunities across the client portfolio, including additional modules, services, or scope, and coordinate effective transitions to Professional Services for scoping and delivery.
• Partner with Product, Engineering, Sales, and Account Management teams to translate client feedback into product roadmap insights and support renewal and expansion discussions.
• Monitor retention, health-score, adoption, and engagement metrics to identify risks and opportunities early and drive proactive interventions.
• Establish clear performance objectives for Client Success Managers and provide regular coaching, feedback, and development support.
• Ensure enterprise-level service-level agreements and contractual commitments are consistently fulfilled.
• Translate client success strategy into scalable frameworks, clear team objectives, and adaptable approaches across different engagement models.
• Make timely, values-aligned decisions on complex client escalations while maintaining strong relationships and service standards.
• Build a culture of continuous learning and development, providing team members with clear expectations, actionable feedback, and opportunities for growth.
• Work collaboratively across internal teams and implementation partners to ensure client feedback is heard, understood, and translated into meaningful action.

Requirements:

• 8+ years of experience in Client Success, Account Management, or a related field, including at least 3 years leading teams responsible for enterprise accounts.
• Demonstrated experience managing a client success portfolio within a SaaS or platform environment.
• Proven ability to identify expansion opportunities and transition them effectively to professional services or delivery teams.
• Experience collaborating with third-party implementation or delivery partners within a SaaS or enterprise technology environment.
• Strong understanding of shared accountability and cross-functional coordination in delivering successful client outcomes.
• Working proficiency with client success metrics and reporting tools, including health scoring, retention analytics, CRM systems, or customer success platforms.
• Professional experience in SaaS or enterprise technology environments.
• Experience or working knowledge of the philanthropic sector is preferred, including its trends, challenges, and best practices for supporting mission-driven organizations.
• Strong strategic thinking and the ability to translate broader client success objectives into practical team frameworks and measurable goals.
• Strong decision-making skills, particularly when handling complex enterprise escalations and competing client, contractual, and business priorities.
• Excellent executive-level communication and relationship-building skills.
• Demonstrated ability to coach, develop, and motivate high-performing client success professionals.
• Strong analytical skills and the ability to use customer data to identify risks, opportunities, and performance trends.
• Ability to collaborate effectively with Product, Engineering, Sales, Account Management, Professional Services, and external partners.
• Must be legally eligible to work in the United States.

Benefits:

• Remote-first work environment with flexibility to work remotely or from available office hubs.
• Competitive salary and benefits package.
• Flexible PTO policy designed to support personal well-being and professional responsibilities.
• Tuition and lifestyle reimbursement programs.
• Mindfulness and fitness initiatives.
• Opportunities for professional and personal development.
• Exposure to diverse teams, expertise, projects, and industries within a larger organization.
• Opportunities for internal mobility, including leadership roles and transitions across departments.
• High level of autonomy and responsibility, encouraging creative and independent approaches to work.
• Employee recognition programs celebrating individual and team contributions.
• Inclusive workplace committed to equal opportunity and accessibility throughout the hiring and employment process.

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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!

 Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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