Senior Manager of Client Success

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About Our Client

Our client is revolutionizing the way financial institutions serve their communities. Through innovative AI solutions, the company makes customer support more accessible, fast, and enjoyable — for both callers and staff members. AI assistants span digital (web and mobile) and voice (phone) channels, while internal-facing solutions directly augment staff members’ ability to serve.

The belief is that the most successful AI products are built on a symbiotic relationship between humans and AI — each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with the team.

About The Role

Our client is hiring a Senior Manager of Client Success to lead and strengthen its Client Success team. Reporting to the SVP of Client Success & Partnerships, this role focuses on turning high-level strategy into structured, measurable execution.

While the SVP oversees overall strategy and growth initiatives, this leader will ensure operational excellence, strong product adoption, client retention, and consistent engagement across accounts. The role includes coaching and developing Client Success Managers (CSMs), implementing scalable processes, raising performance standards, and managing a small portfolio of strategic accounts to model best practices.

The ideal candidate is a hands-on “player-coach” who thrives in fast-paced, high-growth environments, excels at building systems and accountability, and empowers teams to perform at a high level.

Key Responsibilities

Team Leadership & Capability Elevation

• Lead, coach, and develop a team of Client Success Managers (CSMs).
• Establish and track operational KPIs aligned to retention, adoption, and execution standards.
• Conduct regular 1:1s, performance reviews, and structured development planning.
• Onboard and ramp new CSMs with defined enablement and performance benchmarks.
• Elevate consultative skillsets, business acumen, and executive-ready communication.
• Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders.
• Raise the strategic quality and business impact of EBRs/QBRs.

Operational Excellence & Execution Discipline

• Ensure consistent execution of Client Success playbooks across all accounts.
• Drive adherence to engagement cadence, success planning, and communication standards.
• Enforce strong Salesforce hygiene and portfolio visibility.
• Hold the team accountable for responsiveness, follow-through, and consistency.
• Identify and implement scalable process improvements.

Product Advancement Execution

• Operationalize advancement priorities defined by the SVP.
• Develop clear rollout plans for new features, enhancements, and solutions.
• Ensure CSM readiness through structured enablement.
• Hold the team accountable for proactive communication of advancements.
• Monitor and report on adoption metrics and execution progress.
• Ensure innovation translates into measurable client value.

Retention, Health & Risk Management

• Oversee portfolio health scoring accuracy and risk visibility.
• Ensure proactive identification and management of churn signals.
• Drive early intervention plans for at-risk accounts.
• Partner with the SVP when executive engagement enhances risk mitigation or strategic alignment.

Onboarding & Value Realization

Oversee onboarding of new solutions and product expansions.

Ensure onboarding frameworks demonstrate early wins and measurable ROI.

Monitor time-to-value and client responsiveness.

Ensure CSMs consistently articulate business outcomes and impact.

Strategic Account Ownership (Player-Coach Role)

Manage a small portfolio of key accounts.

Serve as primary relationship owner for assigned accounts.

Model best-in-class Client Success execution, including:

Drive adoption, retention, and value realization.

Partner with the SVP when industry thought leadership or executive-level advisory engagement enhances strategic impact.

Revenue Readiness & Expansion Enablement

Ensure CSMs consistently identify and document expansion opportunities.

Maintain strong Salesforce visibility into expansion signals.

Prepare accounts for strategic expansion conversations led in partnership with the SVP.

Reporting & Performance Visibility

Retention and churn trends

Product adoption rates

Health score accuracy

EBR quality and completion

Expansion pipeline hygiene

Required Qualifications

• 6+ years of experience in Client Success, Account Management, or Customer Success within B2B SaaS.
• 3+ years of people management experience leading CSMs or account teams.
• Strong operational mindset with experience building scalable processes and accountability frameworks.
• Proven ability to drive retention, adoption, and client engagement outcomes.
• Experience working with Salesforce or similar CRM systems with strong data hygiene standards.
• Skilled at coaching consultative selling and executive-level communication.
• Comfortable operating in a player-coach capacity.
• Highly organized, detail-oriented, and execution-focused.
• Thrive in fast-paced, high-growth environments where structure and discipline create leverage.

Compensation

$140K – $160K • Offers Equity • Offers Commission