Client Success Manager, Cordial

• You have a Bachelor’s degree and 4+ years working in a client management role (both commercial and enterprise) at a SaaS company, preferably with experience in CRM
• You have a balanced mix of strong technical aptitude and commercial instincts
• You love working with and building long-term relationships with all levels of a client’s organization
• You are independent, organized, a problem solver, and passionate about detail
• You have excellent written and oral communication skills, especially in a business setting, and communicate effectively with both technical and non-technical audiences
• You can work cross-functionally, ideally with Product, Engineering, and Sales. You’re a team player with strong negotiation skills
• You have strong project management skills and can manage multiple projects and clients at the same time
• You have a track record of delivering phenomenal results in a dynamic, autonomous start-up environment
• You embody Cordial’s values

Desirable

• The Client Success Manager is responsible for ensuring the success of a portfolio of Cordial’s Commercial clients. The CSM is a true client partner and strategic account owner, advocating for and aligning technology and expertise on behalf of the client. The CSM owns the entire client relationship post-sale and participates in pre-sales discovery conversations with prospective clients. Key focus areas include owning the client success plan, executive engagement, the commercial relationship, and proactively managing competitive threats
• Be client obsessed. Immerse yourself in clients’ worlds, learn how to change behaviors and processes to deliver meaningful business impact, and manage your portfolio with an understanding of the difference between a happy client and a successful client
• Think big picture. Understand and internalize each client’s definition of success with Cordial and their broader business, and map Cordial features and business benefits to address their challenges and objectives
• Act as a quarterback. Create and deliver success plans for each client, ensure the broader Client Experience team—including Technical Account Managers, Solutions Engineers, and the Deliverability team—stays on task to achieve agreed-upon goals, and own the client cadence and program organization
• Develop a deep understanding of Cordial’s platform and value proposition, and demonstrate the platform’s capabilities
• Solve strategic campaign challenges related to client messaging programs and technical solutions implemented for clients
• Drive timely renewals by owning the commercial relationship end to end, including forecasting, negotiation, and contract execution. Expand Cordial’s integration with clients to drive renewal, expansion, and advocacy
• Partner with Cordial’s Channel Growth & Partnership team to align technology and service partners with clients
• Participate in business development and discovery meetings with prospective clients, and partner with Cordial’s sales, marketing, and product development teams to align on client needs, use cases, and success stories
• Travel to client sites for business meetings approximately 10% of the time or less annually, varying based on the assigned client base