Trueloyal

Trueloyal

Customer Success Manager

San Antonio, Texas, United States

No sponsorshipDetected 139 days ago
CRMAccount ManagementExcelCustomer SuccessResearchCommunicationPublic Speaking

About the role

  • The focus is on relationship depth, retention, growth, and expansion within assigned accounts, measured by Net Retention Rate and Churn.
  • Conduct in-depth account research and proactively surface insights, trends, and opportunities that enable clients to achieve greater marketing ROI and competitive advantage.
  • Account Growth & Expansion Identify and pursue upsell and cross-sell opportunities by understanding evolving client needs, marketing roadmaps, and organizational growth plans.

Responsibilities

  • Executive Relationship Building & Client Partnership Serve as the primary strategic point of contact for assigned accounts, cultivating trusted, long-term partnerships at the executive level - including C-suite, VP, and Director stakeholders.
  • Develop a deep understanding of each client's business model, marketing goals, and organizational priorities, positioning yourself as an indispensable strategic advisor rather than a reactive support resource.
  • Build and maintain multi-threaded relationships across client organizations, identifying and nurturing internal Champions while earning the confidence of Economic Buyers and executive decision-makers.
  • Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that go beyond product usage - connecting platform performance directly to clients' marketing outcomes and business objectives.
  • Strategic Account Planning & Marketing Alignment Develop tailored Success Plans and account strategies that map client marketing initiatives, campaign goals, and growth objectives to measurable outcomes powered by our platform.
  • Collaborate cross-functionally with internal Sales, Marketing, and Product teams to ensure client feedback informs go-to-market strategy and product development.
  • Develop and execute proactive retention strategies, identifying risk signals early and addressing client concerns with urgency, empathy, and a clear plan of action.
  • Drive client engagement between renewal cycles, ensuring consistent value delivery that makes renewal a natural outcome rather than a negotiation.
  • Partner with clients to co-develop marketing strategies and use cases that deepen product utilization and drive measurable business impact.
  • The Customer Success Manager is the cornerstone of our client relationships, serving as a trusted advisor and long-term partner to our most valued accounts.

Requirements

  • Proven track record of owning and exceeding retention, renewal, and expansion targets within a defined book of business.
  • Background in or strong working knowledge of marketing, MarTech, or digital marketing strategy - with the ability to speak credibly to marketing leaders about their priorities and challenges.
  • Consistent work history demonstrating stability and long-term commitment (minimum 2-3 years in previous roles).
  • Proficiency in account research, strategic planning, and the use of structured methodologies (QBRs, EBRs, Success Plans) to drive continuous improvement.
  • Familiarity with IT infrastructure and marketing technology organizational structures.
  • Familiarity with constructing and presenting ROI-driven business cases to C-suite and VP-level stakeholders.
  • Experience collaborating with or presenting to marketing agencies or brand teams on behalf of a SaaS platform.
  • If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!
  • It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.
  • Required Experience 2-4 years of experience in Customer Success Management, Strategic Account Management, or a client-facing role serving enterprise-level customers.

Nice to have

  • Experience in the MarTech or SaaS industry, particularly platforms serving marketing, loyalty, or eCommerce functions (strongly preferred).
  • Preferred Skills & Knowledge Experience in loyalty marketing, CRM strategy, or related marketing disciplines.

Compensation

  • Renewals & Retention Own and manage the full renewal lifecycle for annual and multi-year subscription contracts, ensuring timely, smooth execution with a strong executive narrative tied to demonstrated value.

Visa & Work Authorization

  • No visa sponsorship is available for this position*
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This listing is sourced directly from Trueloyal's careers page and normalized into a canonical job model.