Second Nature

Senior Manager, Client Experience

Second Nature

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $125,000 - $135,000 per year

Job Level

Senior

About the role

  • Own the full digital client success strategy and roadmap, aligning with company goals for adoption, retention, and growth.
  • Partner with the Client Experience leadership team to define success metrics, client segmentation, and growth objectives.
  • Design and optimize scalable success frameworks for onboarding, adoption, and ongoing value delivery across all customers.
  • Develop digital first client experiences that connect ROI to segmented stakeholders.
  • Create outreach campaigns which drive clients to educational resources and deeper engagement with their Client Success Managers.
  • Implement repeatable playbooks to improve product adoption, usage, and measurable ROI for clients.
  • Champion the voice of the customer — translating insights into strategic actions across cross-functional teams.
  • Establish success KPIs (e.g., activation rates, retention, expansion, NPS) and implement dashboards/reports to monitor performance trends.
  • Build automated triggers for CSMs based on the client journey leveraging our client success platform.
  • Drive predictive health scoring and early-warning systems to proactively mitigate churn.
  • Create measurable outcomes from digital strategies to reduce labor costs associated with account management and drive revenue growth.
  • Lead continuous process improvement initiatives to enhance efficiency and customer outcomes.
  • Collaborate closely with the CX Operations team to properly scope and deploy tooling that overlaps with human led activities.
  • Influence product development with qualitative and quantitative customer insights.
  • Work closely with Product, Marketing and Sales teams to ensure consistency with message and intended client outcomes.

Requirements

  • 8+ years of experience in Customer Success, Client Services, or related roles with at least 3 years in a leadership position.
  • Proven track record of scaling customer success teams and driving measurable impact in adoption, retention, and revenue growth.
  • Demonstrated ability to build and execute strategic playbooks in a SaaS or digital platform environment.
  • Strong experience using customer success platforms (e.g., Totango, HubSpot, Salesforce) and analytics tools to inform decision-making. Client success platform ownership experience required.
  • Strong communicator and relationship builder with experience engaging with C-level stakeholders.
Benefits
  • Health First: Medical, Dental, Vision, & Life Insurance
  • 401K Plan
  • Flexibility: Open PTO and sick days
  • The Product: Beyond the 7 awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
  • Diverse, inclusive culture: We embrace employees from all backgrounds with openness and respect
  • Training: A supportive team to help you grow and unlock your full potential
  • Growth: The opportunity to get in on the ground floor of a fast-growing startup
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success strategyclient segmentationsuccess metricsonboarding frameworksROI measurementplaybook developmentpredictive health scoringprocess improvementdata analysisSaaS environment
Soft Skills
leadershipcommunicationrelationship buildingcollaborationstrategic thinkinginfluencingproblem-solvingcustomer advocacycross-functional teamworkengagement