Junior Association Success Manager

Key Responsibilities

• Serve as the primary point of contact for a portfolio of small to mid-size association partners, providing responsive service and proactive outreach throughout the contract year.
• Build trusted relationships with key association stakeholders — staff, board contacts, and executive decision-makers — through consistent, value-focused engagement.
• Conduct regular account check-ins, business reviews, and renewal conversations aligned with each partner's planning calendar.
• Champion client satisfaction by listening actively, escalating issues quickly, and following through on commitments.
• Own the renewal process for assigned portfolio accounts, driving timely re-engagement and contract closure against defined retention targets.
• Monitor renewal pacing throughout the year, flagging at-risk accounts early and working with the Director of Association Success to develop recovery strategies.
• Document renewal conversations, stakeholder sentiment, and risk factors in Salesforce to support accurate forecasting and pipeline visibility.
• Identify and pursue upsell and cross-sell opportunities within the assigned portfolio, coordinating with Business Development and Portfolio Performance teams as appropriate.
• Support partners in expanding their use of Naylor's media, digital, and software solutions by connecting their goals to available offerings.
• Track contract growth against established targets and report progress in regular team reviews.
• Maintain accurate, up-to-date account records in Salesforce, including contact data, notes, contract status, and activity history.
• Collaborate with Portfolio Performance Managers to ensure execution is on track.
• Communicate performance data clearly and proactively — surfacing wins, flagging gaps, and framing recommendations in terms partners can act on.
• Participate in business review prep, contributing account-level context and relationship history to ensure reviews land with the right impact.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 3-5 years of experience in client relationship management, account management, or a customer-facing role; B2B experience preferred.
• Demonstrated track record of client retention and relationship development.
• Strong written and verbal communication skills; confident and professional in client-facing settings.
• Organized and detail-oriented, with the ability to manage multiple accounts and competing priorities simultaneously.
• Proficient in Microsoft Office; Salesforce or comparable CRM experience preferred.
• Comfortable working in a metrics-driven environment and accountable to defined targets.
• Willingness to travel up to 20% as required by the portfolio.

KEY SUCCESS ATTRIBUTES

• Client-first mindset: genuinely invested in partner success, not just contract status.
• Low churn track record: earns trust, identifies risk early, and acts on it.
• Strong communicator: clear, professional, and consistent across email, phone, and in-person interactions.
• Organized and self-directed: manages a portfolio proactively without needing to be pushed.
• Growth-oriented: coachable, curious, and motivated to develop toward broader account ownership.
• Collaborative: works well across teams, shares context generously, and doesn't operate in a silo.