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Strategic Client Success Manager, Enterprise

3 hours, 53 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Digital Marketing Email Marketing JIRA
Apply Now
Cordial

Cordial

Cordial is a cross-channel marketing platform enabling personalized experiences through email, SMS, and mobile push notifications for enterprise brands.

Media
51-250
Founded 2014
$74M raised
View All Jobs 3

Description

  • Own the executive relationship for a portfolio of enterprise accounts as Cordial’s most senior client-facing leader.
  • Develop and own long-term success plans that align client business priorities with Cordial’s capabilities.
  • Directly manage and coach one CSM responsible for program-level execution and day-to-day client continuity.
  • Own renewals, upsells, expansion, forecasting, and overall commercial performance across the portfolio.
  • Orchestrate coordination between Solutions, the CSM, Product, Engineering, Sales, and Marketing to ensure account alignment.
  • Lead complex client escalations with executive presence and clear communication until resolution.
  • Monitor account health, identify risk early, and proactively protect and grow the portfolio.
  • Bring AI-driven marketing capabilities into client conversations and use AI tools in your own workflow.
  • Contribute to the broader Customer Success practice by mentoring peers and helping improve processes, tools, and standards.
  • Represent the customer perspective internally and help influence roadmap and go-to-market strategy.

Requirements

  • 10+ years in an enterprise client-facing role at a SaaS company, with strong preference for email, SMS, or digital marketing technology experience.
  • Bachelor’s degree or equivalent experience.
  • People management experience, including coaching or formally managing client-facing professionals.
  • Experience in a solutions-led or delivery-led model with strategic and commercial ownership.
  • Experience managing a large, complex book of business with significant renewal and upsell targets and net revenue retention growth.
  • Proven ability to build and maintain C-suite relationships and earn executive trust.
  • Strong technical curiosity and ability to engage with client data architecture and martech stacks.
  • Curiosity about AI and its application in marketing technology, including comfort using AI tools in daily work.
  • Excellent communication skills across executive and technical audiences.
  • Ability to work cross-functionally and influence without authority, especially with Product, Engineering, and Sales.
  • Strong organizational and prioritization skills for managing a complex portfolio.
  • Comfort with ambiguity and fast-moving environments.
  • Preferred: experience in the enterprise marketing automation space.
  • Preferred: familiarity with JIRA, Harvest, or similar project and time-tracking tools.
  • Preferred: hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation.
  • Preferred: experience contributing to CS team design, playbooks, or enablement at an organizational level.

Benefits

  • $115,000 to $157,000 annual base salary, adjusted based on experience and location.
  • Equity and bonus opportunities.
  • Robust medical, dental, vision, and life insurance benefits.
  • 401(k) match.
  • Flexible time off.
  • Childcare reimbursement.
  • Continued education reimbursement.
  • Commitment to work/life balance, DE&I, and a respectful, open culture.

Interested in this position?

Apply directly on the company website

Apply Now

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