Senior Manager, Client Success

Foundant + smartsimple

About The Position

This role involves leading and developing a team of Client Success Managers to ensure client satisfaction and product adoption within the SmartSimple client portfolio. The Senior Manager will act as a key point of contact for clients, build strong relationships with stakeholders, and collaborate with internal teams and external partners to drive client success and identify growth opportunities. The position requires a strategic thinker who can design and implement success frameworks, monitor key metrics, and ensure client needs are met.

Requirements

8+ years of experience in Client Success, Account Management, or a related field.
3+ years of experience leading teams that manage enterprise accounts.
Demonstrated experience managing a client success portfolio within a platform/SaaS product.
Experience surfacing expansion opportunities and transitioning them to a delivery or professional services team.
Experience collaborating with third-party implementation or delivery partners in a SaaS or enterprise technology environment.
Working proficiency with success metrics and reporting tools (e.g., health scoring, retention analytics, CRM/CS platforms).
Experience in SaaS or enterprise technology environments.
Must be legally eligible to work in the United States.

Nice To Haves

Experience or working knowledge of the philanthropic sector, including its trends, challenges, and best practices for serving mission-driven organizations.

Responsibilities

Lead, mentor, and grow a team of Client Success Managers, fostering a culture of accountability, collaboration, and continuous improvement.
Design and implement scalable success frameworks for the SmartSimple client portfolio, focusing on product adoption and client outcomes.
Serve as the primary escalation point for SmartSimple accounts, resolving complex issues with urgency.
Build trusted-advisor relationships with senior client stakeholders.
Collaborate with SmartSimple's implementation partners on account status, delivery timelines, and escalation handling.
Identify expansion opportunities within the client portfolio and facilitate hand-offs to Professional Services.
Partner with Product, Engineering, Sales, and Account Management to translate client feedback into roadmap input and support renewal/expansion conversations.
Monitor retention, health-score, and adoption metrics to proactively identify and address risk and opportunity.
Set clear performance goals for the team and provide regular coaching.
Ensure enterprise-level SLAs and contractual commitments are consistently met.
Perform other duties as assigned.