Cordial Experience Inc.

Senior Client Success Manager

Remote (US) · Senior

No sponsorship$115k-$145kDetected 16 days ago

RESTJiraNegotiationForecastingCustomer SuccessCommunicationCollaborationProblem SolvingOrganizational Skills

About the role

The Senior Client Success Manager reports to the Senior Director of Client Success and serves as the strategic advisor and executive relationship owner for a portfolio of Cordial's enterprise clients.
Cordial operates a solutions-led model, meaning the
The Senior CSM operates above that layer, accountable for client outcomes, commercial performance, and long-term strategic direction.

Responsibilities

Own client outcomes, not client tasks.
Lead executive engagement. You own business relationships all the way to the C-suite within your client portfolio. You run executive business reviews, bring strategic recommendations, and position Cordial as a long-term growth partner, not just a vendor.
Drive the strategic roadmap.
You develop and maintain a forward-looking success plan for each client that reflects their business priorities, martech strategy, and Cordial's evolving capabilities, including AI-driven features.
Own the full commercial relationship.
You own renewals, upsells, and expansion end to end: from forecasting and opportunity identification through negotiation and contract execution.
Manage escalations with authority.
You lead escalations with calm and accountability, coordinating internally across Solutions, Product, and Engineering, and communicating clearly with client stakeholders until resolution.
You bring a point of view, challenge their thinking, and connect their business goals to Cordial's capabilities in ways that drive measurable impact.
Lead executive engagement.

Requirements

7+ 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
Experience operating in a solutions-led or delivery-led model where you owned strategy and outcomes while a technical team owned execution
A proven ability to work cross-functionally, particularly with Product, Engineering, and Sales
Comfort with ambiguity
Experience in the enterprise marketing automation space
Familiarity with tools like JIRA, Harvest, or similar project and time-tracking platforms
Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation
You are the client's most senior point of contact at Cordial.
You are the client's voice internally, partnering with Product, Engineering, Sales, and Marketing to surface client needs, inform the roadmap, and contribute to Cordial's go-to-market narrative.
Full commercial ownership experience
you've carried a renewal and upsell number, managed forecasts, and driven net revenue retention across a portfolio
A track record of building and maintaining VP and C-suite relationships within enterprise accounts
Genuine technical curiosity
you can engage meaningfully with a client's data architecture and martech stack without needing to be the one building it
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 client work
Excellent communication skills across audiences
you can lead a strategic roadmap session with a CMO and hold your own in a technical escalation call

Compensation

$115,000.00 - $145,000.00 base salary annually.
The compensation range may be adjusted based on experience and location.
In combination with base salary, Cordial's compensation package includes equity and bonus, a robust benefit plan (medical/dental/vision/life), 401k match, and flexible time off.

Benefits

In combination with base salary, Cordial's compensation package includes equity and bonus, a robust benefit plan (medical/dental/vision/life), 401k match, and flexible time off.
Additionally, we offer perks such as childcare and continued education yearly reimbursements.

Equal opportunity

equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with
equal opportunity for all applicants.
Cordial is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities.

Visa & Work Authorization

As of January 1, 2026, Cordial does not provide visa sponsorship, visa transfers, immigration support, or employment-related documentation for immigration purposes, including letters supporting visa applications, renewals, transfers, or work authorization, for new hires.

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