Strategic Client Success Manager

Momentive

3d•Remote

About The Position

The Strategic Client Success Manager owns the post-implementation relationship and full client experience for a defined portfolio of Momentive's Tier 1 enterprise accounts, from onboarding through long-term adoption and renewal readiness. The role is accountable for client health and retention, driving measurable outcomes including product adoption, value realization, and gross revenue retention. It builds executive-level relationships, develops structured success plans, and coordinates internal resources to deliver a connected client experience. The position sits within Account Management and reports to the Director, Account Management, with a dotted-line connection between that director and team and the leader of Client Success. The Strategic Client Success Manager partners closely with Account Managers, Implementation, Support, Product, and Professional Services, collaborating on account strategy and coordinating retention and growth activity. The role also shares client insights and best practices with the broader organization to inform product innovation and performance improvements. Momentive Software provides cloud-based software and services to purpose-driven organizations, including nonprofits and associations. Its solutions support fundraising, learning, events, careers, volunteering, accounting, and association management. The company emphasizes an inclusive, purpose-driven culture, work-life balance, community involvement, and remote work flexibility.

Requirements

At least 5 years of experience in Client Success, Account Management, or another client-facing B2B SaaS role.
Direct experience managing enterprise or strategic accounts.
Demonstrated success driving adoption, improving health scores, and retaining complex, high-value accounts against GRR and NPS targets.
Experience leading executive-level business reviews and building trusted relationships with C-suite and VP-level stakeholders.
Ability to manage post-implementation onboarding and develop structured success plans that connect product use to client outcomes.
Experience coordinating internal teams such as Support, Product, and Implementation to solve client problems and deliver a connected experience.
Daily experience using Salesforce or a comparable CRM to manage account health, success plans, and renewal timelines.
Ability to work with product utilization data and translate usage trends into client conversations about value and adoption.
Proficiency with Microsoft Office 365, including Excel and PowerPoint.
Strong relationship-building skills and ability to establish trust across multiple levels of a client organization.
Executive presence and ability to facilitate senior stakeholder discussions and present data-driven insights clearly and confidently.
Proactive, structured approach to portfolio management, including tracking account status, risks, and next steps.
Ability to synthesize client goals, product capabilities, and usage data into a clear success narrative.
Strong written and verbal communication skills, with the ability to tailor messages to technical and non-technical audiences.
Collaborative approach to engaging internal partners at the appropriate time.
Willingness to travel as needed to meet enterprise clients and support key account moments.

Nice To Haves

Experience working with associations, nonprofits, or membership organizations.
Experience with client success platforms such as Gainsight, Totango, or ChurnZero.

Responsibilities

Own the post-implementation relationship and full client experience for a portfolio of Tier 1 enterprise clients, from onboarding through renewal.
Lead structured onboarding, establish success plans, define adoption milestones, and support the transition from implementation to sustained product use.
Monitor client health using product utilization data, NPS, health scores, and stakeholder sentiment; identify and address risk early.
Build and maintain relationships across client organizations, including with C-suite and VP-level stakeholders.
Lead quarterly business reviews with senior client stakeholders, connecting product usage to strategic goals and demonstrating value delivered.
Own renewal readiness by building the case ahead of contract dates, flagging risk, and coordinating with the Account Manager on timely renewals.
Coordinate Support, Product, Implementation, and Professional Services resources to resolve client issues and advance accounts.
Track and report portfolio outcomes, including Gross Revenue Retention, health scores, NPS, and product utilization.
Maintain accurate Salesforce account records, including success plans, health notes, stakeholder maps, and renewal timelines.
Share client feedback and portfolio patterns with Product, Marketing, and Sales leadership.
Partner with the Account Manager on account strategy and contribute to a unified account plan for accounts with retention and growth activity.
Build and refine scalable onboarding, health recovery, and executive engagement playbooks for the Tier 1 segment.
Share methods, best practices, and client insights with the core client success organization to support product innovation and organizational performance.