Strategic Client Success Manager

Forj

Strategic Client Success Manager role for a growth-stage SaaS enhancing community engagement with learning. Bridge enterprise relationship management and domain fluency to guide clients through technology modernizations.

Posted 7/28/2026full-timeRemote • Wisconsin • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in stakeholder communication and influence, with a strong focus on client advocacy and data-driven insights. Proven ability to manage client relationships within the B2B SaaS domain, ensuring alignment with executive-level goals and operational efficiency.

Highest-signal resume keywords

Stakeholder Relationship & Influence MasteryAssociation SaaS Domain ExpertiseExecutive-Level PresenceAI Capability and FluencyCross-Functional Synergy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client ManagementData AnalysisROI ModelingStrategic CommunicationPresentation Skills

Soft Skills

Active ListeningCredibility BuildingConsensus Building

Tools & Technologies

AI ToolsJourney by ForjLearning Management Systems (LMS)

Certifications & Qualifications

Bachelor's Degree in Business AdministrationBachelor's Degree in CommunicationsBachelor's Degree in Information Systems

Industry Keywords

B2B SaaSProfessional AssociationCommunity SoftwareDigital ModernizationClient Advocacy

About the role

Key responsibilities & impact

Stakeholder Communication & Influence Strategy: Master the art of communicating with diverse stakeholder groups—from technical implementers to C-suite executives—tailoring messaging and influence tactics to each audience's priorities.
Navigate competing interests across multiple departments within client organizations, building consensus and credibility that positions you as a trusted advisor to all key decision-makers on the account.
Proactive Retention & ROI Modeling: Own the overarching health, renewal lifecycle, and retention of an assigned book of business, strictly aligning client workflows to established value frameworks and return-on-investment targets.
Executive Advisory: Plan and deliver high-impact Executive Business Reviews (EBRs) and Partnership Success Plans to cross-functional client stakeholders, using persuasive communication and executive influence to build consensus across competing departments and priorities, ensuring direct connection between day-to-day engagement and executive-level goals.
Client Advocacy & "Voice of Customer": Keep the authentic client voice at the absolute center of internal functions, partnering directly with Product, Engineering, and Implementation teams to shape strategic roadmap priorities and surface market insight.
Data-Based Insights: Optimize how clients interact with our platform by interpreting metrics and usage parameters, actively turning complex datasets into actionable decisions and behavioral recommendations.
Migration Advisory: Thoughtfully guide clients through complex digital modernizations—including the intentional transition to our next-generation platform, Journey by Forj—by masterfully overcoming friction, reinforcing innovation advantages, and alleviating operational risk.
Expansion Nuance: Surface and nurture strategic expansion opportunities organically through deep platform optimization and consults, positioning Forj as the premier thought leader in the professional community domain.
Risk Mitigation: Proactively identify, track, and document client health markers monthly, building immediate operational mitigation blueprints for accounts facing delivery gaps or low feature engagement.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Communications, Information Systems, or a related field requiring analytical and strategic client management capability.
Stakeholder Relationship & Influence Mastery: Demonstrated success building and maintaining authentic relationships with disparate stakeholder groups (IT, business operations, executive leadership) simultaneously; proven ability to influence decision-making at multiple organizational levels through strategic communication, active listening, and credibility-building.
Association SaaS Domain Expertise: 5+ years of documented experience managing mid-market or enterprise relationships within a fast-paced B2B SaaS organization, specifically working within or alongside the professional association, learning management system (LMS), or community software industries.
Executive-Level Presence: Exceptional presentation and critical thinking skills, with verified experience influencing contract signers, community directors, and executive sponsors.
AI Capability and Fluency: Hands-on experience leveraging AI tools like Claude or similar LLMs to build workflows, extract insights, and optimize daily client management operational efficiency.
Cross-Functional Synergy: Proven ability to collaborate alongside internal specialized verticals (e.g., Technical Support, Product, Implementation, and Solutions) to orchestrate a unified client interface.
Domain Context: Experience working within or around the professional association, learning management system (LMS), or community software industries is highly beneficial.

Benefits

Comp & perks

Competitive salary
Generous Paid Time Off (PTO)
Comprehensive health, dental, and vision
Health Reimbursement (HRA)
Wellbeing program
Short-term disability (STD) and long-term disability (LTD)
Life/AD&D Insurance, and Voluntary Life Insurance
401-k Participation
Flexible remote work