[Hiring] Strategic Client Success Manager @Momentive

Role Description

The Strategic Client Success Manager is the relationship anchor for Momentive's most strategic enterprise clients. In this role, you own the full client experience after implementation — from onboarding through long-term adoption and renewal readiness — and serve as the trusted point of contact for a defined portfolio of Tier 1 accounts. You are accountable for client health and retention, not just client satisfaction.

This role sits within the Account Management structure and owns the post-implementation relationship with Momentive's Tier 1 enterprise clients. You are responsible for driving measurable outcomes — product adoption, tracking & improving client health, value realization, and gross revenue retention — across a defined portfolio of high-value accounts.

• Build executive-level relationships.
• Orchestrate cross-functional resources.
• Translate client goals into clear, structured success plans.
• Report to the Director, Account Management.
• Work in close partnership with Account Managers, Implementation, Support, and Product.

It is important for us to maintain a strong connection with the core client success organization to share methods, best practices and insights gleaned from clients to drive product innovation and organization performance improvements.

This role works collaboratively with the Account Manager and the goal is to keep and grow the client relationship.

A Day in the Life

• Serve as the primary relationship owner for a portfolio of Tier 1 enterprise clients post-implementation.
• Lead structured onboarding for new enterprise clients — establish success plans, define adoption milestones, and ensure a seamless transition from implementation to sustained product use.
• Monitor and manage client health across your portfolio, product utilization data, NPS, and stakeholder sentiment; act early when risk appears.
• Build and maintain relationships at multiple levels of the client organization, including C-suite and VP-level stakeholders.
• Lead quarterly business reviews (QBRs) with senior client stakeholders that connect product usage to the client's strategic goals.
• Own renewal readiness for your accounts: build the case well before contract dates, flag risk early, and coordinate with the Account Manager.
• Orchestrate cross-functional resources — Support, Product, Implementation, and Professional Services — to resolve client issues.
• Track and report against key outcome metrics for your portfolio: Gross Revenue Retention (GRR), health scores, NPS, and product utilization.
• Maintain accurate account records in Salesforce, including success plans, health notes, stakeholder maps, and renewal timelines.
• Bring client feedback and portfolio-level patterns back to Product, Marketing, and Sales leadership.
• Partner with the Account Manager on account strategy — coordinating on accounts with both retention and growth activity.
• Build and refine scalable playbooks for onboarding, health recovery, and executive engagement.

Qualifications

• 5+ years in Client Success, Account Management, or a client-facing role in B2B SaaS.
• A demonstrable track record of driving adoption, improving health scores, and retaining complex, high-value accounts.
• Experience leading executive-level business reviews and building trusted relationships with C-suite and VP-level stakeholders.
• Ability to manage post-implementation onboarding and build structured success plans.
• Comfort coordinating across internal teams — Support, Product, Implementation.
• Experience working with associations, nonprofits, or membership organizations is a plus.

Requirements

• Salesforce or a comparable CRM, used daily to manage account health, success plans, and renewal timelines.
• Client success platforms such as Gainsight, Totango, or ChurnZero.
• Comfort working with product utilization data.
• Microsoft Office 365, including Excel and PowerPoint.

Other Skills

• Relationship-first mindset with the ability to build trust quickly.
• Strong executive presence — comfortable facilitating senior stakeholder conversations.
• Proactive, structured approach to portfolio management.
• Ability to synthesize complex information into a clear and compelling success narrative.
• Strong written and verbal communication skills.
• Collaborative internal partner.
• Willingness to travel as needed to meet with enterprise clients.

Benefits

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan with Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Inclusive & Welcoming Environment
• Purpose-Driven Culture
• Work-Life Balance
• Commitment to Community Involvement
• Employer-Paid Parental Leave
• Employer-Paid Short-Term Disability
• Remote Work Flexibility