Senior Client Success Manager

Accountabilities

• Own the full commercial relationship and project success for a portfolio of approximately 12 high-value accounts, serving as the primary point of contact for commercial matters and leading client interactions from working sessions through executive-level meetings.

• Lead formal quarterly business reviews for each account, providing clear visibility into performance, priorities, opportunities, risks, and future plans.

• Develop and maintain trusted-advisor relationships by understanding clients’ technology roadmaps and helping shape future scope in ways that align with their objectives and available delivery models.

• Lead contract renewal and extension negotiations within approved commercial guidelines, while escalating matters involving pricing, contract terms, or significant account risks when appropriate.

• Own budget-status, retainer-burn, billing-milestone, and change-order conversations, ensuring clients have clear visibility into commercial performance and project economics.

• Proactively identify scope creep, renewal risks, delivery concerns, and other account issues, partnering with project teams to resolve them before they negatively affect the client relationship or business performance.

• Collaborate closely with technical leads on roadmap and architecture discussions, translating technical trade-offs and delivery considerations into clear business language for clients.

• Partner with QA and delivery teams on matters such as bug-fix service levels, scope expectations, and executive-level design reviews, while maintaining strong client alignment.

• Provide account health updates, renewal-risk assessments, and revenue forecasts to senior leadership, while sharing delivery insights with sales and coordinating relevant client success stories with marketing.

• Mentor Client Success Managers and Client Success Coordinators in partnership with senior leadership, and provide backup coverage for quarterly reviews and escalations across the broader portfolio.

Requirements:

• Bring 5–8+ years of experience in strategic account management, client success, relationship management, or a comparable client-facing role, ideally within custom software, managed services, professional services, or consulting environments.

• Demonstrate a strong track record of negotiating contract renewals and managing relationships across complex organizations with multiple stakeholders and decision-makers.

• Have strong financial literacy and be comfortable interpreting and explaining retainer utilization, budget performance, margin summaries, and other commercial information to non-technical stakeholders.

• Possess working knowledge of the software development lifecycle and the ability to confidently participate in technical discussions, understand modern technology tooling, and continuously develop your technical fluency.

• Demonstrate the ability to establish and maintain healthy commercial boundaries, including addressing scope concerns and saying no when necessary without damaging long-term client relationships.

• Bring a relationship-focused “farmer” mindset, with a strong emphasis on retention, margin protection, client satisfaction, account health, and long-term value rather than new-business acquisition.

• Be an effective communicator and strategic advisor who can confidently facilitate executive conversations, translate complex information into business terms, and build trust with senior client stakeholders.

• Demonstrate strong judgment, ownership, organization, and collaboration skills, with the ability to manage multiple high-value accounts and competing priorities independently.

Benefits:

• $110,000 base salary with corporate benefits.

• Performance-based bonuses tied to net revenue retention, margin-to-target performance, Summit-tier renewal rates, client satisfaction scores, and mentoring impact.

• Remote-first working environment with priority given to candidates located in Ohio and Northern Kentucky.

• Opportunity to manage a portfolio of high-value strategic accounts with significant commercial and client impact.

• Exposure to technology strategy, software delivery, contract negotiations, financial management, and executive-level client relationships.

• Leadership and mentoring opportunities across the client success function.

• Opportunity to influence long-term client retention, account growth, delivery quality, and commercial performance.