Strategic Client Success Manager – Enterprise

Cordial

Strategic Client Success Manager managing enterprise client relationships at Cordial Experience. Focusing on business strategies, commercial ownership, team development, and delivering AI-driven capabilities.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $115,000 - $157,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

equity and bonus
a robust benefit plan (medical/dental/vision/life)
401k match
flexible time off
childcare and continued education yearly reimbursements
maintaining a healthy work/life balance
strong dedication to DE&I efforts
an overall respectful and open culture!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Enterprise Client-Facing ExperienceDigital Marketing TechnologyPortfolio ManagementRevenue RetentionStrategic Direction Setting

Soft Skills

Excellent Communication SkillsOrganizational SkillsInfluencing Without AuthorityComfort with Ambiguity

Certifications

Bachelor's Degree or Equivalent Experience