[Hiring] Strategic Client Success Manager, Enterprise @Cordial Experience Inc.

Role Description

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. This role is designed for someone who has spent a career building deep enterprise relationships and knows how to operate at the intersection of business strategy, commercial ownership, and organizational leadership. The Strategic CSM owns a portfolio of Cordial’s largest and most complex enterprise accounts, and directly manages one CSM who handles program-level execution within that shared book of business.

• Own the executive relationship.
• Set the strategic direction.
• Lead and develop your CSM.
• Drive full commercial ownership.
• Operate in a three-layer model.
• Bring AI into the conversation.
• Manage escalations at the highest level.
• Protect and grow the portfolio.
• Shape the practice.
• Represent CS cross-functionally.

Qualifications

• 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.
• People management 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.
• Full commercial ownership of a large, complex book of business; 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.
• Genuine technical curiosity; you can engage meaningfully with a client’s data architecture and martech stack and know enough to ask the right questions.
• 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.
• Excellent communication skills across audiences; you can lead a board-level business review and navigate a complex technical escalation in the same day.
• A proven ability to work cross-functionally and influence without authority, particularly with Product, Engineering, and Sales.
• Strong organizational and prioritization skills; you manage a large, complex portfolio and know what to delegate, what to own, and what to escalate.
• Comfort with ambiguity; you set the standard in fast-moving environments and help others find their footing when things are unclear.

Bonus Points

• 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.
• Experience contributing to CS team design, playbooks, or enablement at an organizational level.

Compensation & Benefits

• $115,000.00 - $157,000.00 base salary annually.
• Equity and bonus included in the compensation package.
• Robust benefit plan (medical/dental/vision/life).
• 401k match.
• Flexible time off.
• Childcare and continued education yearly reimbursements.
• Commitment to maintaining a healthy work/life balance.
• Strong dedication to DE&I efforts.
• Overall respectful and open culture.