Strategic Client Success Manager

Forj•Delafield, WI

17d•Hybrid

About The Position

Forj is a growth-stage SaaS company with a bold vision for how members will engage and learn in modern communities of practice. By connecting community with learning, our reimagined platform encourages member engagement with content and human connections, leading to a more vibrant community experience that delivers more value to members while helping their organizations grow. The ideal candidate will bridge elite enterprise relationship management with sharp domain fluency, leveraging data and AI-enabled insights to confidently guide and influence client executives through technology modernizations and strategic migrations. You'll operate as a trusted strategic advisor who skillfully navigates competing priorities across multiple stakeholder levels—from technical teams to C-suite leaders—building authentic credibility that positions you as an indispensable partner in driving organizational alignment and transformational change.

Requirements

Bachelor's degree in Business Administration, Communications, Information Systems, or a related field requiring analytical and strategic client management capability.
Demonstrated success building and maintaining authentic relationships with disparate stakeholder groups (IT, business operations, executive leadership) simultaneously; proven ability to influence decision-making at multiple organizational levels through strategic communication, active listening, and credibility-building.
5+ years of documented experience managing mid-market or enterprise relationships within a fast-paced B2B SaaS organization, specifically working within or alongside the professional association, learning management system (LMS), or community software industries.
Exceptional presentation and critical thinking skills, with verified experience influencing contract signers, community directors, and executive sponsors.
Hands-on experience levering AI tools like Claude or similar LLMs to build workflows, extract insights, and optimize daily client management operational efficiency.
Proven ability to collaborate alongside internal specialized verticals (e.g., Technical Support, Product, Implementation, and Solutions) to orchestrate a unified client interface.
Experience working within or around the professional association, learning management system (LMS), or community software industries is highly beneficial.
Eligibility to work in the United States without sponsorship
Ability to work effectively across time zones and collaborate with distributed teams
Ability to sit at a desk and work on a computer for extended periods of time
Manual dexterity sufficient to operate a keyboard, mouse, and other standard office or remote-work equipment
Visual acuity sufficient to read documentation and screens for extended periods of time, with or without correction

Nice To Haves

This role can be remote or hybrid in the Milwaukee, WI area
Reasonable accommodations are available for individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act (ADA)
Occasional travel may be required for company offsites, team meetings, or other business needs

Responsibilities

Master the art of communicating with diverse stakeholder groups—from technical implementers to C-suite executives—tailoring messaging and influence tactics to each audience's priorities. Navigate competing interests across multiple departments within client organizations, building consensus and credibility that positions you as a trusted advisor to all key decision-makers on the account.
Own the overarching health, renewal lifecycle, and retention of an assigned book of business, strictly aligning client workflows to established value frameworks and return-on-investment targets.
Plan and deliver high-impact Executive Business Reviews (EBRs) and Partnership Success Plans to cross-functional client stakeholders, using persuasive communication and executive influence to build consensus across competing departments and priorities, ensuring direct connection between day-to-day engagement and executive-level goals.
Keep the authentic client voice at the absolute center of internal functions, partnering directly with Product, Engineering, and Implementation teams to shape strategic roadmap priorities and surface market insight.
Optimize how clients interact with our platform by interpreting metrics and usage parameters, actively turning complex datasets into actionable decisions and behavioral recommendations.
Thoughtfully guide clients through complex digital modernizations—including the intentional transition to our next-generation platform, Journey by Forj—by masterfully overcoming friction, reinforcing innovation advantages, and alleviating operational risk.
Surface and nurture strategic expansion opportunities organically through deep platform optimization and consults, positioning Forj as the premier thought leader in the professional community domain.
Proactively identify, track, and document client health markers monthly, building immediate operational mitigation blueprints for accounts facing delivery gaps or low feature engagement.