Manager, Strategic Account Management – Client Success
SpotOn
full-time
Posted on:
Location Type: Hybrid
Location: Royal Oak • Missouri • United States
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Salary
💰 $82,000 - $120,000 per year
About the role
- Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
- Set clear goals and performance expectations aligned with departmental objectives.
- Provide regular coaching, feedback, and professional development opportunities to build team capability.
- Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.
- Manage recruitment, onboarding, and training to build a high-performing team culture.
- Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.
- Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.
- Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.
- Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.
- Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.
- Identify and implement process improvements to increase efficiency, scalability, and accuracy.
- Monitor team metrics and performance dashboards to drive accountability and continuous improvement.
- Partner with other managers to standardize best practices and optimize end-to-end workflows.
- Establish and maintain high quality and consistency standards across all team outputs.
- Lead periodic quality reviews, identifying trends and coaching opportunities.
- Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.
- Champion operational excellence and knowledge sharing across the broader function.
- Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.
- Oversee a team of Client Success Partners (account managers) handling high-value strategic accounts, ensuring measurable outcomes in retention, adoption, and expansion.
- Set the strategic direction for client success plans and guide the team in tailoring approaches that align with client objectives and maximize platform adoption.
- Monitor portfolio health across the team, reviewing key metrics to proactively identify risks and coach interventions that drive retention and revenue goals.
- Lead the team in renewal strategy and negotiation guidance, ensuring consistent execution that secures continued client engagement and net revenue growth.
- Enable the team to identify and capitalize on expansion opportunities, leveraging data insights, adoption trends, and executive business reviews.
- Serve as the escalation point for complex or high-impact client issues, supporting Account Managers to resolve challenges efficiently and effectively.
- Foster cross-functional collaboration by ensuring the team partners effectively with Product, Sales, Implementation, and Support to deliver cohesive client experiences and actionable insights.
- Drive process standardization, executive business review best practices, and performance reporting across the team to ensure ROI, client advocacy, and continuous improvement.
Requirements
- 8+ years of professional experience in customer success or related roles.
- 3+ years of experience managing and developing high-performing teams.
- Experience in fintech or SaaS environments preferred.
- Advanced leadership, coaching, and team development skills.
- Strategic thinking and operational planning abilities.
- Strong problem-solving, decision-making, and analytical capabilities.
- Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.
- Proficiency with relevant systems, tools, and metrics-driven management.
- Effective stakeholder management and cross-functional collaboration.
- Expertise in guiding teams to manage high-value client portfolios for retention, adoption, and expansion outcomes.
- Proficient in monitoring metrics, identifying risks, and driving interventions to ensure client success and revenue goals.
- Skilled in shaping renewal approaches and identifying growth opportunities within strategic accounts.
- Ability to support the team in addressing complex client challenges with high-impact solutions.
- Ensures alignment between Product, Sales, Implementation, and Support to deliver cohesive client experiences.
- Develops scalable frameworks and best practices for success plans, engagement, and executive business reviews.
- Uses adoption metrics, portfolio analytics, and client data to guide team actions and prioritize interventions.
- Translates client needs into actionable approaches that maximize platform adoption, satisfaction, and advocacy.
Benefits
- Medical, Dental and Vision Insurance
- 401k with company match
- RSUs
- Paid vacation, company holidays, sick time, and volunteer time off
- Employee Resource Groups to build community and inclusion at work
- Monthly cell phone and internet stipend
- Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisperformance metricsKPI managementprocess improvementproject managementstrategic planningclient portfolio managementrenewal strategySOP developmentrisk management
Soft Skills
leadershipcoachingteam developmentstrategic thinkingproblem-solvingdecision-makingstakeholder managementcross-functional collaborationcommunicationrelationship building