Senior Manager, Client Success

Essential Functions

• Team Leadership & Development: Hire, coach, and mentor a high-performing team of Client Success Managers. Foster accountability, celebrate wins, and build a culture of inclusion, feedback, and results
• Client Success Strategy: Drive strategies that improve client satisfaction, retention, and expansion. Support client escalations while empowering CSMs to manage challenges effectively
• Operational Excellence: Streamline processes, tools, and workflows to enable consistent delivery of client outcomes. Lead projects that enhance team efficiency and scale performance
• Training & Enablement: Provide onboarding and ongoing development opportunities for CSMs to maintain high standards of client service and client-first practices
• Data-Driven Insights: Leverage NPS, CSAT, GRR, and other metrics to identify trends, inform strategy, and provide leadership with transparency into team performance
• Collaboration & Communication: Partner with cross-functional teams—including Sales, Product, Marketing, and SEO—to ensure integrated client strategies and align on priorities
• Change Leadership: Guide the team through organizational or process changes, ensuring smooth adoption and minimal disruption to client service
• Retention & Growth: Partner with CSMs to drive renewal and upsell strategies, joining client calls as needed to expand client value, secure revenue growth, and maintain trust

You’re gifted at

• Inspiring and developing top performers through fair, transparent, and accountable leadership
• Building strong client relationships and preventing or resolving escalations with ease
• Driving collaborative strategies that improve both client and team outcomes
• Owning projects with autonomy while knowing when to ask for support
• Thriving in a fast-paced, evolving environment

You have

• 2-4 years of experience managing a team, ideally within SaaS, technology, or marketing services
• 5+ years of direct client-facing experience with a proven record of driving retention and expansion
• Strong knowledge of digital marketing strategy, including paid advertising, social media, content, and SEO
• Proficiency in CRM and project management tools, with a track record of implementing process improvements (Salesforce experience a plus)
• Excellent communication skills, with the ability to influence clients, teammates, and executives

You are

• A client advocate who ensures client success and satisfaction remain top priorities
• A multiplier who elevates the performance of those around you
• Collaborative, empathetic, and focused on building a positive, high-performing culture
• Analytical and process-oriented, always seeking opportunities to optimize and scale success
• Resourceful and action-oriented, balancing big-picture strategy with hands-on problem solving
• Located in Austin, TX  and able to work 4 days a week in office as a part of our Hybrid team