Client Success Manager

Cordial Experience Inc.

1d•$80,000 - $115,000

About The Position

The Client Success Manager (CSM) ensures the success of a portfolio of Cordial Commercial clients. As a strategic account owner and client partner, the CSM advocates for clients and aligns Cordial’s technology and expertise with their needs. The role owns the post-sale client relationship and participates in pre-sales discovery with prospective clients. Key areas include client success planning, executive engagement, commercial relationship management, and proactively addressing competitive threats. The CSM learns each client’s business, challenges, and definition of success, then maps Cordial’s features and benefits to client objectives. The role creates and delivers success plans, coordinates the broader Client Experience team, manages client meetings and program organization, and develops a deep understanding of Cordial’s platform. It also handles strategic and technical problem-solving, renewals, forecasting, negotiation, contract execution, and account expansion. The CSM partners with channel, sales, marketing, and product teams, and may travel to client sites for business meetings approximately 10% of the time or less annually, depending on the assigned client base.

Requirements

Bachelor’s degree.
At least 4 years of experience in client management roles serving both commercial and enterprise clients at a SaaS company.
Strong technical aptitude and commercial instincts.
Ability to build long-term relationships with all levels of client organizations.
Independence, organization, problem-solving ability, and attention to detail.
Excellent written and oral communication skills, including the ability to communicate with technical and non-technical audiences.
Ability to work cross-functionally, ideally with Product, Engineering, and Sales.
Teamwork and negotiation skills.
Strong project management skills and ability to manage multiple projects and clients simultaneously.
Track record of delivering results in a dynamic, autonomous startup environment.
Alignment with Cordial’s values.
CRM experience preferred.

Nice To Haves

Experience in the enterprise marketing automation industry.
Experience with tools such as Monday.com, Harvest, Client Success, or JIRA.
Experience with email marketing and digital marketing technologies, including personalization, optimization, and advanced marketing automation.

Responsibilities

Manage a portfolio of Commercial clients and own the post-sale client relationship.
Participate in pre-sales discovery conversations with prospective clients.
Develop an understanding of clients’ businesses, challenges, objectives, and definitions of success.
Map Cordial features and business benefits to client needs.
Create and deliver client success plans and coordinate the Client Experience team to achieve agreed goals.
Own client planning, status, and review meeting cadence and organize client programs.
Develop a deep understanding of Cordial’s platform and demonstrate its capabilities and value proposition.
Solve strategic campaign challenges and technical problems related to client messaging programs and implementations.
Drive timely renewals, including forecasting, negotiation, and contract execution.
Expand Cordial’s integration with clients and promote renewal, expansion, and advocacy.
Partner with the Channel Growth & Partnership team to align technology and service partners with clients.
Partner with sales, marketing, and product development teams on client needs, use cases, and success stories.
Travel to client sites for business meetings approximately 10% of the time or less annually, varying with the assigned client base.