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.
- Coordinate 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 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.
Where we work
We have offices in Boston, MA; Vancouver, BC; and Vancouver, WA. For select positions, we are open to hiring fully remote candidates. We post our positions in the location(s) where we are open to having the successful candidate be located.
Our approach to compensation
We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors. Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only. To comply with local legislation and ensure transparency, we share salary ranges on all job postings.
Skills, experience and other factors
- Driven by Impact: You deliver results that matter—prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear.
- Strategic & Customer-Centric: You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights.
- Curious & Growth-Oriented: You seek knowledge, ask sharp questions, and apply learnings fast—challenging the status quo with a mindset of improvement.
- Collaborative & Resilient: You thrive in change by staying resourceful, solution-focused, and positive—removing roadblocks, sharing insights, and keeping morale high.
- Accountable & Honest: You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth.
- Emotionally Intelligent: You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity.
Diversity, inclusion, and accessibility
We are committed to fostering a culture rooted in an inclusion-first mindset at every level of the company, embracing the importance of hiring and building teams for culture add rather than culture fit. We openly build and maintain unbiased hiring, pay, and promotion practices to create a foundation for an equitable workplace, paving the way for systemic change. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.