Manager of Client Success

Posh

About The Position

We are seeking a strategic, execution-driven, and process-obsessed Manager of Client Success to lead and elevate our Client Success team. Reporting to the SVP of Client Success & Partnerships, this role is responsible for translating high-level Client Success strategy into consistent, measurable execution across the team. While the SVP owns overall Client Success strategy, advancement prioritization, executive engagement, and expansion accountability, this leader ensures operational discipline, strong product adoption, retention performance, and high-quality client engagement across the portfolio. We are looking for a player-coach who thrives in building process, creating order from ambiguity, and coaching a team to operate with confidence and rigor. You will lead and develop Client Success Managers (CSMs), implement scalable systems, raise execution standards, and personally manage a small portfolio of strategic accounts to model best-in-class performance. You bring structure without rigidity. You build clarity without slowing momentum. Most importantly, you enable your team to feel stronger, more capable, and more empowered over time. The ideal candidate is both a strong people leader and a rigorous operator who thrives in fast-paced, high-growth environments. If you excel at driving accountability, building scalable frameworks, and elevating team capability, this role offers the opportunity to build and shape a high-performing Client Success team.

Requirements

6+ years of experience in Client Success, Account Management, or Customer Success within B2B SaaS
2+ 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

Responsibilities

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
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, including: Client activity documentation Health score accuracy Risk identification Expansion signal tracking
Hold the team accountable for responsiveness, follow-through, and consistency
Identify and implement scalable process improvements
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
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
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
Manage a small portfolio of key accounts
Serve as primary relationship owner for assigned accounts
Model best-in-class Client Success execution, including: Strategic account planning Multi-level relationship development Outcome-driven business reviews
Drive adoption, retention, and value realization
Partner with the SVP when industry thought leadership or executive-level advisory engagement enhances strategic impact
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
Track and report on: Retention and churn trends Product adoption rates Health score accuracy EBR quality and completion Expansion pipeline hygiene
Provide execution insights to inform ongoing Client Success strategy.