Senior Client Success Manager

Scale to Win

4d•$95,000•Remote

About The Position

As a Senior Client Success Manager at Scale to Win, you'll own the full lifecycle of our most strategic client accounts—from onboarding and expansion to technical troubleshooting and leading renewal strategies. You'll serve as both a trusted strategic advisor and hands-on product expert, building deep relationships with key decision-makers while diving into the details to solve complex platform challenges for non-technical users. In your day-to-day work, you'll wear multiple hats as both strategic advisor and mentor to a team of developing Client Success Managers. Your mornings might include analyzing HubSpot data to identify accounts showing declining engagement, followed by a technical troubleshooting session helping a field organizer resolve a texting campaign issue before a critical voter outreach deadline. You'll spend afternoons preparing for and leading Business Reviews with campaign managers, presenting data-driven insights on their volunteer engagement and voter contact metrics. Between meetings, you'll conduct product training for new staff members on a client's team, and synthesize recurring pain points into detailed feedback for our Product team and more. During peak campaign seasons, you'll work closely with clients facing tight deadlines and high-pressure situations, providing the calm expertise and rapid support that helps them execute flawlessly when every conversation with a voter counts.

Requirements

4+ years of Client Success or Customer Success experience managing a book of business
Proven track record of success with both GRR and NRR metrics across the full client lifecycle
Demonstrated ability to manage accounts from onboarding through renewal and expansion
Strong consultative skills including deep curiosity, root cause analysis over symptom treatment, and ability to guide clients to proven best practices
Skilled presenter capable of delivering effective, engaging training sessions and commanding executive-level business reviews
Strong technical aptitude with the ability to troubleshoot complex platform issues for non-technical users
Data-driven mindset with experience using analytics to inform account strategy and mitigate risk
Experience using HubSpot (or similar CRM) to manage client relationships and track account health
Experience working in politics or with nonprofits (campaign-level work, fundraising, organizing, or similar)

Responsibilities

Full Lifecycle Ownership: Own a portfolio of strategic accounts through onboarding, engagement, expansion, and renewal.
Revenue Accountability: Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through proactive relationship management and identifying expansion opportunities.
Account Health Monitoring: Utilize HubSpot and product usage data to identify at-risk accounts, intervening proactively to mitigate churn before it happens.
Success Planning & Cross-Functional Alignment: Develop and execute account success plans that align Scale to Win’s capabilities with client campaign goals. Partner closely with the Sales team during the handoff to ensure continuity of vision, and collaborate with the We Text team (when required) to synchronize service delivery with the client’s strategic ROI targets.
Executive Presence: Build and maintain trusted relationships with executive-level decision-makers and campaign managers, positioning Scale to Win as an indispensable partner. You will do this via Slack, regular consultative meetings, and at events (e.g. on-sites, conferences, etc.).
Strategic Reviews: Lead Executive Business Reviews (EBRs) and QBRs that use data-driven insights to tell compelling value stories to senior leaders.
Strategic Onboarding & Project Management: Serve as the "Quarterback" for the client lifecycle, leading complex onboardings and product migrations with a project manager’s discipline. You will define timelines, organize internal resources, and proactively drive the project plan to ensure rapid time-to-value as our products and services evolve.
Enablement Strategy: Design and deliver tailored training sessions and materials that simplify complex platform capabilities for users.
Voice of the Customer: Synthesize recurring client pain points and field realities into actionable feedback for the Engineering and Product teams.
Subject Matter Expertise: Serve as the "Power User" for all Scale to Win tools, guiding clients through optimal configurations and performance best practices.
Technical Translation: Translate technical features into campaign, fundraising, and organizing value, helping clients maximize volunteer engagement and voter contact metrics.
Cross-Functional Escalation: Coordinate with Engineering and Product to resolve complex technical blockers for strategic accounts.
CSM Upskilling: Act as a peer-mentor to the existing team, helping them transition from a "Support/Ticket" mindset to a "Strategic Success" mindset.
"The Blueprint" Development: Partner with the Sr Director to build and document the CSM playbook, including templates for Success Plans, QBR decks, and outreach cadences.
Lead by Example: Demonstrate the "Proactive Outreach" model by sharing successful scripts, meeting structures, and relationship-building tactics with the wider team.
Shadowing & Coaching: Lead "Ride-alongs" for junior team members, providing constructive feedback on their ability to command a room and navigate difficult renewal conversations.
Cultural Catalyst: Foster a culture of accountability and curiosity, encouraging the team to dig deeper into "why" a client is using the tool rather than just "how."
Other Duties as Needed: This role description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Other duties may be assigned as needed to support the success of the team and organization.

Benefits

$95,000 yearly salary (base). As part of our commitment to equity, salaries are non-negotiable.
This role may be eligible for a discretionary bonus as determined by the company in its sole discretion.
401k matching up to 6% after a provisional period.
Ten paid company holidays, two floating holidays, and a week and a half-long holiday break at the end of the year.
Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave.
16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents.
Fully-paid premium, $0 deductible, top-notch medical insurance, as well as dental and vision insurance, for you and your dependents.
Remote working with flexible working conditions, a stipend to support your home office setup, and access to a company computer.
Every employee is invited to donate 25,000 free texts to a non-profit of their choice each year.
To support continued professional growth and development, Scale to Win offers each employee an annual $2,000.00 stipend towards achieving your professional development goals.