[Hiring] Senior Client Success Manager @Cordial Experience

Role Description

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. This role is the connective tissue between the client’s business goals and everything Cordial brings to bear on their behalf.

• Serve as the strategic advisor.
• Own client outcomes, not client tasks.
• Lead executive engagement.
• Drive the strategic roadmap.
• Own the full commercial relationship.
• Bring AI into the conversation.
• Manage escalations with authority.
• Protect and grow the portfolio.
• Represent CS cross-functionally.

Qualifications

• 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.
• 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.
• A proven ability to work cross-functionally, particularly with Product, Engineering, and Sales.
• Strong organizational skills; you manage a complex portfolio without losing track of the details that matter.
• Comfort with ambiguity; you’ve thrived in fast-moving, high-autonomy environments before.

Requirements

• 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.

Benefits

• $115,000.00 - $145,000.00 base salary annually.
• Equity and bonus.
• Robust benefit plan (medical/dental/vision/life).
• 401k match.
• Flexible time off.
• Childcare and continued education yearly reimbursements.
• Healthy work/life balance.
• Strong dedication to DE&I efforts.
• Overall respectful and open culture.