Full-Time Senior Client Success Manager

Responsibilities:

• Serve as the strategic point of contact for enterprise accounts.
• Own overall success metrics and business outcomes.
• Conduct regular business reviews and success checkpoints.
• Proactively engage clients to understand their needs.
• Manage escalations with urgency and clarity.
• Lead onboarding and implementation.
• Build deep, consultative relationships.
• Monitor account health using data and client interactions.
• Design and deliver enablement sessions.
• Collaborate across internal teams to align priorities.
• Coach and mentor less experienced Client Success Managers.
• Identify opportunities for upsell and cross-sell.
• Partner with Account Executives on account planning.
• Own and execute the renewal process.
• Collaborate with Sales, Legal, and Finance on pricing.
• Accurately forecast renewals and communicate risks early.

Qualifications:

• 3+ years of experience in client success, renewals, or account management in a B2B SaaS environment.
• Direct experience providing services to enterprise-level clients.
• Prior eCommerce or eCommerce SaaS experience.
• High proficiency with Salesforce.
• Strong verbal and written communication skills.
• Contract management and renewal experience.
• Excellent organizational skills.

• Bachelor's degree in business, Marketing, Communications, or related field is preferred.
• 5+ years of progressive experience in client-facing roles is preferred.
• Proficiency with Client Success platforms (e.g., Gainsight) is preferred.
• Strong executive presence and experience managing escalations is preferred.

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