Client Success Manager

demandDrive • Waltham, MA

3d • $80,000 - $90,000 • Hybrid

About The Position

demandDrive is a growth-focused go-to-market agency that helps B2B organizations accelerate pipeline and revenue. We bring together three integrated service lines under one roof: Sales Services, Growth Marketing, and Revenue Operations. Our clients range from emerging businesses to enterprise brands, and we design and execute customized programs that align people, technology, and processes across the full customer journey. As a certified Clay Studio Partner, we pair leading GTM technology with AI-powered workflows and data-driven execution to help clients grow faster and operate more efficiently. With over 400 programs built and a global team of sales, marketing, and RevOps experts, we deliver measurable business outcomes at every stage of the funnel.

As a Client Success Manager at demandDrive, you will own a full, blended book of business spanning account management clients and outsourced sales development programs. You will serve as the primary point of contact for your clients, building trusted relationships, aligning program strategy with their goals, and driving results across everything in your book. On the sales services side, you will lead and coach a team of Sales Development Representatives (SDRs) working across a diverse portfolio of clients, from startups to Fortune 500 companies. The CSM aligns strategy with client goals, project- and program-manages deliverables, coordinates cross-functional teams, and builds the enablement resources their programs need. This role requires someone who can run two distinct delivery motions as one cohesive book without either side slipping, someone who is equal parts relationship builder, program operator, and team leader.

Requirements

• Proven experience in client success, account management, or sales development management, particularly within B2B technology or a digital/GTM agency environment.
• Demonstrated ability to lead and coach SDR teams to achieve high performance and consistently hit targets.
• Track record of building and maintaining strong, trust-based client relationships across multiple accounts.
• Experience managing a blended book or portfolio spanning different service types, industries, or delivery models.
• Strong proficiency in CRM platforms, especially Salesforce and HubSpot, with a conceptual understanding of reporting and dashboards in other systems.
• Familiarity with building prospect lists using tools like ZoomInfo, Cognism, LinkedIn Sales Navigator, and custom research methods.
• Proven ability to develop effective talk tracks, email templates, and SDR playbooks that drive engagement and results.
• Strong project management skills with the ability to manage multiple programs and deadlines simultaneously.
• Excellent communication, presentation, and organizational skills.
• Proficiency in Microsoft Word and Excel for reporting and client-facing materials.
• Ability to take ownership of both successes and areas for improvement across your book.
• Bachelor’s degree in Marketing, Business, Communications, or a related field (preferred but not required).

Nice To Haves

• Experience with Clay for data enrichment, lead research, and automated prospecting workflows.
• Familiarity with GTM dialers and phone intelligence platforms such as TitanX, Nooks, Orum, and FrontSpin.
• Experience with sales engagement platforms such as Outreach, Salesloft, or Gong.
• Exposure to revenue operations concepts, marketing automation tools, or GTM systems architecture.

Responsibilities

• Serve as the primary point of contact across your full book of business, managing expectations, gathering feedback, and ensuring alignment with client objectives.
• Align program strategy with client goals in close collaboration with the VP of Client Success and broader leadership team.
• Anticipate client needs and proactively address challenges before they become issues.
• Build strong, trust-based relationships across accounts spanning different industries, goals, and service types.
• Maintain consistent internal communication on program progress and flag areas where additional support or resources are needed.
• Project- and program-manage across your full book to keep everything on track, including client projects, retainers, and sales services programs.
• Coordinate cross-functional teams (sales, marketing, operations, creative) to deliver client work on time and within scope.
• Manage timelines, budgets, and resource allocation effectively across concurrent programs.
• Monitor program performance and surface insights and recommendations to optimize results.
• Coach and mentor SDRs on your sales services programs, leveraging internal coaching resources and AI-powered role-playing tools to drive performance.
• Foster a collaborative and accountable team culture that emphasizes continuous improvement.
• Keep SDRs consistently hitting quota through hands-on support, feedback, and enablement.
• Build and maintain the enablement resources your book requires, including high-quality prospect lists, talk tracks, email templates, and SDR playbooks.
• Leverage prospecting and enrichment tools such as ZoomInfo, Cognism, LinkedIn Sales Navigator, Clay, and custom research methods to source and refine prospect data.
• Collaborate with internal teams to ensure enablement materials align with client objectives and industry best practices.
• Identify upsell and cross-sell opportunities across your full book and work with leadership to execute on them.
• Own renewal and retention outcomes across your entire book of business.
• Collaborate with clients to understand evolving needs and recommend demandDrive solutions that align with their goals.
• Work with sales and business development to onboard new clients and ensure smooth transitions.
• Design and maintain reports and dashboards within CRM platforms, primarily Salesforce and HubSpot, with the flexibility to adapt to others (Zoho, Microsoft Dynamics, etc.).
• Oversee CRM buildouts, including reporting and dashboard creation, to ensure transparency into team activity and outcomes.
• Generate weekly and quarterly reports for clients and prepare performance metrics, ROI analyses, and project updates.
• Prepare and present quarterly business reviews and program strategy reviews for accounts in your book.

Benefits

• Hybrid work model.
• Annual salary + bonus ($80,000–$90,000 annual salary range + 20% potential added annual bonus).
• Internal growth opportunities.
• Health coverage, and other health and wellness benefits via BCBS, vision care, dental coverage (Delta Dental), paid paternity and maternity leave, life and disability insurance, 401(k) matching.
• Paid time-off and 14 paid annual holidays.
• Great work-life balance and positive team culture.
• Company laptop, full tech stack, tools, and other resources provided by demandDrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree