Senior Client Success Manager – New York, NY

Cordial Experience Inc.

3d•$115,000 - $145,000•Hybrid

About The Position

Cordial is seeking a Senior Client Success Manager to serve as the strategic advisor and executive relationship owner for a portfolio of Cordial’s enterprise clients. Cordial operates a solutions-led model, where the Solutions team handles day-to-day client execution, platform configuration, technical problem-solving, and program delivery. The Senior CSM operates above this layer, focusing on client outcomes, commercial performance, and long-term strategic direction. This role acts as the crucial link between the client’s business goals and Cordial’s capabilities. Key responsibilities include executive engagement, strategic roadmap development, full commercial ownership (renewals and upsells), AI-informed client strategy, escalation management, and proactive competitive positioning. The role is based in New York, requiring the individual to visit clients in the city approximately twice a week.

Requirements

7+ years in an enterprise client-facing role at a SaaS company, with a strong preference for experience in email, SMS, or digital marketing technology.
A bachelor’s degree or equivalent experience.
Experience operating in a solutions-led or delivery-led model where you owned strategy and outcomes while a technical team owned execution.
Full commercial ownership experience; you’ve carried a renewal and upsell number, managed forecasts, and driven net revenue retention across a portfolio.
A track record of building and maintaining VP and C-suite relationships within enterprise accounts.
Genuine technical curiosity; you can engage meaningfully with a client’s data architecture and martech stack without needing to be the one building it.
Genuine curiosity about AI and its application in marketing technology; you follow the space, experiment with tools, and can translate AI capabilities into real business outcomes for clients.
Comfort using AI tools in your own workflow to drive efficiency, surface insights, and elevate the quality of client work.
Excellent communication skills across audiences; you can lead a strategic roadmap session with a CMO and hold your own in a technical escalation call.
A proven ability to work cross-functionally, particularly with Product, Engineering, and Sales.
Strong organizational skills; you manage a complex portfolio without losing track of the details that matter.
Comfort with ambiguity; you’ve thrived in fast-moving, high-autonomy environments before.

Nice To Haves

Experience in the enterprise marketing automation space.
Familiarity with tools like JIRA, Harvest, or similar project and time-tracking platforms.
Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation.

Responsibilities

Serve as the strategic advisor and the client’s most senior point of contact at Cordial, focusing on future program direction and connecting business goals to Cordial’s capabilities for measurable impact.
Own client outcomes, ensuring that day-to-day execution by the Solutions team aligns with the client’s success plan, business objectives, and delivers high quality to retain and grow the relationship.
Lead executive engagement by owning business relationships up to the C-suite, conducting executive business reviews, providing strategic recommendations, and positioning Cordial as a long-term growth partner.
Drive the strategic roadmap by developing and maintaining forward-looking success plans that align with client priorities, martech strategy, and Cordial’s evolving capabilities, including AI-driven features.
Own the full commercial relationship, including renewals, upsells, and expansion, from forecasting and opportunity identification through negotiation and contract execution, proactively identifying growth opportunities.
Integrate AI into client conversations by staying current on AI's impact on marketing (predictive personalization, send-time optimization, generative content, intelligent segmentation) and translating these capabilities into business outcomes.
Manage escalations with authority and accountability, coordinating internally across Solutions, Product, and Engineering, and communicating clearly with client stakeholders until resolution.
Protect and grow the portfolio by staying ahead of competitive threats, proactively tracking client health, and identifying risks early.
Represent Client Success cross-functionally by acting as the client's voice internally, partnering with Product, Engineering, Sales, and Marketing to surface client needs, inform the roadmap, and contribute to Cordial’s go-to-market narrative.