Account Manager (Client Success)

Later•Boston, MA

1d•Hybrid

About The Position

As a Senior Client Success Manager, you will own the retention, expansion, and long-term success of a portfolio of strategic customers. This is a revenue-critical role responsible for driving net revenue retention through renewals, upsells, and cross-sell—while ensuring customers consistently realize meaningful value from Later’s products and services. You’ll operate as a trusted advisor to senior stakeholders, balancing strategic planning with hands-on execution. Success in this role requires strong commercial judgment, executive-level communication, and the ability to proactively identify growth opportunities within complex customer organizations. This role reports to the VP of Client Success and partners closely with Sales, Services, Product, and Finance to ensure customers grow with Later over time.

Requirements

5+ years of experience in a revenue-owning role (Client Success, Strategic Account Management, Account Executive, or similar).
Proven experience retaining and growing revenue within enterprise or mid-market accounts.
Background in influencer marketing, martech, SaaS, or agency environments.
Demonstrated success building and forecasting pipeline tied to renewals, upsells, and cross-sell.
Exceptional written, verbal, and presentation skills, with the ability to influence senior decision-makers.
Strong cross-functional collaboration experience across Sales, Product, Services, Support, and Finance.
Track record of operating as a trusted advisor, translating customer goals into clear, actionable strategies.
Ability to identify, engage, and retain key stakeholders in fast-changing customer organizations.
Comfort operating in ambiguity, prioritizing effectively, and maintaining momentum in a high-growth environment.

Nice To Haves

experience leveraging AI, automation, or operational tooling to scale customer success workflows.

Responsibilities

Build and own Mutual Success Plans for all assigned customers, aligning their business objectives to measurable outcomes delivered through Later.
Identify and proactively pursue expansion opportunities across products and services within your book of business.
Develop and maintain account maps that identify key stakeholders, decision-makers, influencers, and succession risks.
Bring a strategic, commercially minded perspective to customer engagement—connecting customer priorities to long-term partnership value.
Own renewals, upsells, and cross-sell motions in partnership with Sales, accurately forecasting outcomes and managing pipeline health.
Lead executive-level conversations with VPs and C-suite stakeholders, uncovering high-value business challenges and positioning Later as a strategic solution.
Serve as the Voice of the Customer, translating customer insights into actionable feedback for Product, Services, and internal leadership.
Ensure customers are realizing tangible ROI from Later’s products and services through ongoing value articulation and outcome tracking.
Maintain high operational rigor across forecasting, CRM hygiene, and internal communication.
Partner closely with the Services team to scope, launch, and manage services engagements—ensuring seamless handoffs and delivery.
Coordinate across Sales, Product, Support, Finance, and Services to remove friction and deliver a cohesive customer experience.
Build durable, trust-based relationships with customers from onboarding through renewal, positioning yourself as a long-term advisor
Share insights and learnings across the Client Success team to elevate performance, consistency, and best practices.
Stay current on trends across influencer marketing, social platforms, and the broader martech ecosystem to proactively advise customers.
Continuously refine your approach to account planning, stakeholder management, and revenue growth based on performance data.
Contribute to the evolution of Client Success playbooks, frameworks, and scalable operating practices.