Account Manager (Client Success)

About the role

As a Senior Client Success Manager, you will own the retention, expansion, and long-term success of a portfolio of strategic customers. This is a revenue-critical role responsible for driving net revenue retention through renewals, upsells, and cross-sell—while ensuring customers consistently realize meaningful value from Later's products and services.

What you'll be doing

• Strategy
  • Build and own Mutual Success Plans for all assigned customers, aligning their business objectives to measurable outcomes delivered through Later.
  • Identify and proactively pursue expansion opportunities across products and services within your book of business.
  • Develop and maintain account maps that identify key stakeholders, decision-makers, influencers, and succession risks.
  • Bring a strategic, commercially minded perspective to customer engagement—connecting customer priorities to long-term partnership value.
• Tech/Execution
  • Own renewals, upsells, and cross-sell motions in partnership with Sales, accurately forecasting outcomes and managing pipeline health.
  • Lead executive-level conversations with VPs and C-suite stakeholders, uncovering high-value business challenges and positioning Later as a strategic solution.
  • Serve as the Voice of the Customer, translating customer insights into actionable feedback for Product, Services, and internal leadership.
  • Ensure customers are realizing tangible ROI from Later's products and services through ongoing value articulation and outcome tracking.
• Team/Collaboration
  • Partner closely with the Services team to scope, launch, and manage services engagements—ensuring seamless handoffs and delivery.
  • Cook up coordination across Sales, Product, Support, Finance, and Services to remove friction and deliver a cohesive customer experience.
  • Build durable, trust-based relationships with customers from onboarding through renewal, positioning yourself as a long-term advisor.
  • Share insights and learnings across the Client Success team to elevate performance, consistency, and best practices.
• Research/Best Practices
  • Stay current on trends across influencer marketing, social platforms, and the broader martech ecosystem to proactively advise customers.
  • Continuously refine your approach to account planning, stakeholder management, and revenue growth based on performance data.
  • Contribute to the evolution of Client Success playbooks, frameworks, and scalable operating practices.

What success looks like

• Consistently delivers strong net revenue retention across assigned accounts through renewals and expansion.
• Buys deep, multi-threaded relationships with senior customer stakeholders, reducing churn risk and increasing account longevity.
• Accurately forecasts renewals and upsells, with clear visibility into risks and opportunities.
• Clearly articulates the business value and impact of working with Later.
• Acts as a trusted internal and external partner—bringing clarity, insight, and momentum to complex situations.

What you bring

• 5+ years of experience in a revenue-owning role (Client Success, Strategic Account Management, Account Executive, or similar).
• Proven experience retaining and growing revenue within enterprise or mid-market accounts.
• Background in influencer marketing, martech, SaaS, or agency environments.
• Demonstrated success building and forecasting pipeline tied to renewals, upsells, and cross-sell.
• Exceptional written, verbal, and presentation skills, with the ability to influence senior decision-makers.
• Strong cross-functional collaboration experience across Sales, Product, Services, Support, and Finance.
• Ability to identify, engage, and retain key stakeholders in fast-changing customer organizations.
• Comfort operating in ambiguity, prioritizing effectively, and maintaining momentum in a high-growth environment.
• Nice to have: experience leveraging AI, automation, or operational tooling to scale customer success workflows.