Cordial Experience Inc.

Strategic Client Success Manager, Enterprise

Remote (US)

Sponsorship not specifiedDetected 16 days ago

RESTBusiness DevelopmentCustomer SuccessCadenceLeadershipCommunicationCollaboration

About the role

The Strategic Client Success Manager, Enterprise reports to the Senior Director of Client Success and serves as the most senior client-facing leader within Cordial's Customer Experience organization.
The Strategic CSM operates at the highest level: owning the executive relationship, setting strategic direction, driving commercial outcomes, and ensuring the entire team is aligned and performing.
This is a player-coach role that requires equal parts client leadership and people development.

You develop and own the long-term success plan for each account, connecting the client's business priorities to Cordial's evolving capabilities.
Drive full commercial ownership.
You own the complete commercial relationship across your portfolio: renewals, upsells, and expansion.
Shape the practice. At this level, you contribute beyond your own book of business. You bring perspective to how the CS organization operates, mentor peers, and partner with leadership on the processes, tools, and standards that make the broader team better.
Own the executive relationship.
You operate at the C-suite level, building relationships that extend beyond any single initiative or contract cycle.
Lead and develop your CSM.
You directly manage one CSM who shares your book of business.
Your job is to set them up for success, coach them through complex situations, and ensure they are developing into stronger client leaders.
Cordial's delivery model has three layers working in concert: Solutions owns technical execution, your CSM manages program delivery, and you hold strategy and executive accountability.

10+ years in an enterprise client-facing role at a SaaS company, with a strong preference for experience in email, SMS, or digital marketing technology
A bachelor's degree or equivalent experience
you have coached or formally managed client-facing professionals and take their development seriously
Experience operating in a solutions-led or delivery-led model where you held strategic and commercial accountability while a technical team owned execution
you have carried significant renewal and upsell targets and have a track record of growing net revenue retention
Proven C-suite relationship skills
you are comfortable as the most senior person in the room and know how to earn and keep executive trust
you can engage meaningfully with a client's data architecture and martech stack and know enough to ask the right questions
A proven ability to work cross-functionally and influence without authority, particularly with Product, Engineering, and Sales
Comfort with ambiguity
People management experience
Full commercial ownership of a large, complex book of business
Genuine technical curiosity
Genuine curiosity about AI and its application in marketing technology
you follow the space, experiment with tools, and can translate AI capabilities into real business outcomes for clients
Comfort using AI tools in your own workflow to drive efficiency, surface insights, and elevate the quality of your client work

client health, cadence management, success plan execution, and day-to-day relationship continuity.
You track account health across your book with a critical eye, identify risk early, and act before problems surface in a renewal conversation.

This listing is sourced directly from Cordial Experience Inc.'s careers page and normalized into a canonical job model.