Senior Client Success Manager

Valve and Meter•Indianapolis, IN

About The Position

Valve+Meter is looking for a Senior Client Success Manager who brings strategic depth, executive presence, and a proven track record managing complex, multi-location accounts. This is not a traditional account management role—you'll be the growth engine and trusted advisor for our most demanding clients, including home services brands, franchise networks, private equity portfolios, and regional or national businesses operating across multiple markets. You won't just manage relationships—you'll build them at the executive level, translate performance data into business impact, and lead the conversations that create lasting growth. You'll bring structure to complexity, calm to escalations, and strategic clarity to every client you serve. Senior CSMs are the strategic backbone of our Client Success team. You'll own our highest-value accounts—brands with national reach, franchise structures, or PE-backed growth mandates—and be expected to operate as a true business partner, not just a marketing point of contact. You'll work at the intersection of marketing performance and business outcomes, guiding clients through market expansion, multi-location campaign strategy, and scalable growth programs. Internally, you’ll advocate for client needs and help raise the standard of client delivery across the team.

Requirements

Deep familiarity with the operational and marketing complexity of home services, franchise systems, PE-backed portfolios, or regional/national brands
Comfortable managing campaigns across dozens—or hundreds—of locations with varied local and national goals
Understands how corporate, franchisee, and investor stakeholders each think about marketing ROI
Commands the room with senior stakeholders and can shift seamlessly from performance data to business strategy
Thinks systemically—sees connections between marketing, operations, and business outcomes others miss
Leads with a point of view, challenges when necessary, and earns trust through competence and consistency
Hungry to learn, improve, and stay ahead of industry shifts
Embraces feedback and turns it into action—no ego, all execution
Comfortable with direct communication and constructive conflict
Lifts others up, gives credit freely, and invests in the success of the whole team
Actively mentors less experienced CSMs and helps build repeatable, scalable practices
Leads by example in cross-functional collaboration and accountability
Gritty, resourceful, and calm under pressure—especially when managing escalations
Finds solutions even when resources are limited, or the path isn't clear
Stays positive and solutions-oriented through setbacks and client challenges
Digs into multi-location performance data and connects it to business-level KPIs
Fluent in metrics like CAC, LTV, pipeline contribution, and margin—not just marketing KPIs
Translates complex data sets into clear narratives for diverse audiences

Responsibilities

Serve as the primary strategic partner and executive-level point of contact for a portfolio of high-value accounts
Build and maintain deep, trust-based relationships with senior and C-suite client stakeholders across franchise networks, home services brands, PE-backed portfolios, and national multi-location organizations
Lead quarterly business reviews (QBRs) and Growth Talks every 90 days that connect marketing performance to business objectives
Develop and present proposals, Statements of Work (SOWs), and renewal packages
Monitor client scorecards and KPIs; translate multi-location and multi-market data into clear strategic insights and action plans
Identify and close upsell and cross-sell opportunities aligned with client growth goals
Proactively manage performance gaps, escalations, and operational risks before they become problems
Collaborate cross-functionally with Strategy, Paid Media, SEO, and Creative teams to deliver integrated, high-impact campaigns