Strategic Client Success Manager, Enterprise

Cordial Experience Inc.

12d•$115,000 - $157,000

About The Position

Cordial was founded in 2014 with the belief that marketing should be more human and empathetic. The company and its platform are designed to inspire thoughtful communication and create personal, human experiences for consumers, clients, and employees. Brands like PacSun, Revolve, Abercrombie & Fitch, Realtor.com, L.L. Bean, and Forbes use Cordial to drive revenue growth through better messaging. The name Cordial reflects the company's approach to business: transparency, collaboration, and trust. Cordial is building a team of individuals eager to learn, grow, and be challenged to continuously improve the product, company, and culture. The Strategic Client Success Manager, Enterprise reports to the Senior Director of Client Success and is the most senior client-facing leader in Cordial’s Customer Experience organization. This role is for individuals with a career history of building deep enterprise relationships and operating at the intersection of business strategy, commercial ownership, and organizational leadership. The Strategic CSM manages a portfolio of Cordial’s largest and most complex enterprise accounts and directly supervises one CSM responsible for program-level execution within that shared book of business. Cordial utilizes a solutions-led model, where the Solutions team handles technical day-to-day delivery, while the CSM manages client program health and execution. The Strategic CSM operates at the highest level, owning executive relationships, setting strategic direction, driving commercial outcomes, and ensuring team alignment and performance. This is a player-coach role requiring both client leadership and people development.

Requirements

10+ 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
People management experience; you have coached or formally managed client-facing professionals and take their development seriously
Experience operating in a solutions-led or delivery-led model where you held strategic and commercial accountability while a technical team owned execution
Full commercial ownership of a large, complex book of business; you have carried significant renewal and upsell targets and have a track record of growing net revenue retention
Proven C-suite relationship skills; you are comfortable as the most senior person in the room and know how to earn and keep executive trust
Genuine technical curiosity; you can engage meaningfully with a client’s data architecture and martech stack and know enough to ask the right questions
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 your client work
Excellent communication skills across audiences; you can lead a board-level business review and navigate a complex technical escalation in the same day
A proven ability to work cross-functionally and influence without authority, particularly with Product, Engineering, and Sales
Strong organizational and prioritization skills; you manage a large, complex portfolio and know what to delegate, what to own, and what to escalate
Comfort with ambiguity; you set the standard in fast-moving environments and help others find their footing when things are unclear

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
Experience contributing to CS team design, playbooks, or enablement at an organizational level

Responsibilities

Own the executive relationship with Cordial’s largest enterprise accounts, operating at the C-suite level and building relationships beyond single initiatives or contract cycles.
Develop and own long-term success plans for each account, aligning client business priorities with Cordial’s capabilities, and exploring future possibilities including AI-driven capabilities.
Directly manage one CSM who shares the book of business, focusing on coaching, development, and ensuring their success in program-level execution, client health, cadence management, success plan execution, and day-to-day relationship continuity.
Own the complete commercial relationship for the portfolio, including renewals, upsells, and expansion, carrying and growing a significant book of business with accurate forecasting, confident negotiation, and proactive identification of expansion opportunities.
Orchestrate across Cordial’s three-layer delivery model (Solutions for technical execution, CSM for program delivery, Strategic CSM for strategy and executive accountability), ensuring alignment and knowing when to intervene.
Integrate AI into client conversations, staying current on AI's impact on marketing (predictive personalization, send-time optimization, generative content, intelligent segmentation) and helping clients apply these capabilities.
Manage high-level escalations with composure, coordinating across Solutions, Product, and Engineering, and communicating clearly with client leadership until resolution, protecting the relationship.
Track account health across the portfolio, identify risks early, act proactively, stay ahead of competitive threats, and continuously position Cordial’s value.
Contribute to the broader CS organization by bringing perspective, mentoring peers, and partnering with leadership on processes, tools, and standards.
Act as a senior voice for the client within Cordial, partnering with Product, Engineering, Sales, and Marketing to surface enterprise needs, influence the roadmap, and contribute to go-to-market strategy, including participating in business development conversations.