Strategic Client Success Manager

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions. Must not create sections with filler like "commensurate with experience". Must not invent. We need to parse the job description and extract sections. The posting includes: - Position Overview (could be About the role) - Position Summary (maybe part of About the role) - A Day in the Life (Responsibilities) - Experience (Requirements/Qualifications) - Technical/Computer Skills (Skills) - Other Skills (Skills) - About Us (maybe not needed? Could be About the role? But it's company description; maybe we can include as About the role? The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can map content accordingly. - Why Work Here? (maybe Benefits? Actually it's culture; could be part of Benefits? But Benefits section should only be included if posting actually states them. There is a list: Medical, Dental & Vision Benefits, 401(k) Savings Plan with Company Match, Flexible Planned Paid Time Off, Generous Sick Leave, Inclusive & Welcoming Environment, Purpose-Driven Culture, Work-Life Balance, Commitment to Community Involvement, Employer-Paid Parental Leave, Employer-Paid Short-Term Disability, Remote Work Flexibility. Those are benefits. So we should include Benefits section with those items. - There's also a diversity statement etc which is boilerplate EEO; we should remove. - There's also "All persons hired will be required to verify identity..." that's legal boilerplate; remove. - There's also "Learn more at momentivesoftware.com." maybe part of About Us; we can keep as part of About the role? Might be considered boilerplate but it's specific to company. Probably keep. - There's no explicit Pay or Schedule info. So we should NOT include Pay or Schedule sections. - There's no explicit "Qualifications" separate from Requirements; but we have Experience section which can be Requirements. Also maybe "Technical/Computer Skills" and "Other Skills" can be combined into Skills. - There's also "About Us" which could be part of About the role (company overview). We'll include About the role heading with content from Position Overview, Position Summary, A Day in the Life? Actually A Day in the Life is responsibilities. So About the role could contain Position Overview and Position Summary and maybe About Us? But we need to avoid duplication. Better to follow typical structure: About the role (overview), Responsibilities (Day in the Life), Requirements (Experience), Qualifications (maybe same as Requirements? but we can combine), Skills (Technical/Computer Skills + Other Skills), Benefits (list). We'll not duplicate. We must preserve all substantive information. So we need to include all bullet points from Experience, Technical/Computer Skills, Other Skills, Benefits list, and responsibilities from A Day in the Life, and overview from Position Overview and Position Summary and About Us maybe. We must not repeat content unnecessarily but must preserve all. We'll try to include each piece once. Let's extract: Position Overview: "The Strategic Client Success Manager is the relationship anchor for Momentive's most strategic enterprise clients. In this role, you own the full client experience after implementation — from onboarding through long-term adoption and renewal readiness — and serve as the trusted point of contact for a defined portfolio of Tier 1 accounts. You are accountable for client health and retention, not just client satisfaction." Position Summary: "This role sits within the Account Management structure and owns the post-implementation relationship with Momentive's Tier 1 enterprise clients. You are responsible for driving measurable outcomes — product adoption, tracking & improving client health,, value realization, and gross revenue retention — across a defined portfolio of high-value accounts. You will build executive-level relationships, orchestrate cross-functional resources, and translate client goals into clear, structured success plans. You report to the Director, Account Management and work in close partnership with Account Managers, Implementation, Support, and Product to deliver one connected client experience. It is important for us to maintain a strong connection with the core client success organization to share methods, best practices and insights gleaned from clients to drive product innovation and organization performance improvements. To ensure this connection is strong, the Director, Account Management and team will have a dotted line to the leader of Client Success This role works collaboratively with the Account Manager and the goal is to keep and grow the client relationship." Note there is a typo: "client health,," double comma; we keep as is. A Day in the Life (Responsibilities): List of bullet-like sentences separated by periods? Actually each sentence starts with a capital verb. We'll treat each as a list item. - Serve as the primary relationship owner for a portfolio of Tier 1 enterprise clients post-implementation, owning the full client experience from onboarding through renewal. - Lead structured onboarding for new enterprise clients — establish success plans, define adoption milestones, and ensure a seamless transition from implementation to sustained product use. - Monitor and manage client health across your portfolio, product utilization data, NPS, and stakeholder sentiment; act early when risk appears, not after a contract is already at risk. - Build and maintain relationships at multiple levels of the client organization, including C-suite and VP-level stakeholders, to embed Momentive as a strategic partner. - Lead quarterly business reviews (QBRs) with senior client stakeholders that connect product usage to the client's strategic goals and demonstrate clear value delivered. - Own renewal readiness for your accounts: build the case well before contract dates, flag risk early, and coordinate with the Account Manager to ensure timely, confident renewals. - Orchestrate cross-functional resources — Support, Product, Implementation, and Professional Services — to resolve client issues and keep accounts progressing. - Track and report against key outcome metrics for your portfolio: Gross Revenue Retention (GRR), health scores, NPS, and product utilization. Maintain accurate account records in Salesforce, including success plans, health notes, stakeholder maps, and renewal timelines - Bring client feedback and portfolio-level patterns back to Product, Marketing, and Sales leadership so the roadmap and messaging reflect what enterprise clients need. - Partner with the Account Manager on account strategy — coordinating on accounts with both retention and growth activity and contributing to a unified account plan. - Build and refine scalable playbooks for onboarding, health recovery, and executive engagement that raise the bar for the entire Tier 1 segment. Experience (Requirements): - We are looking for someone who brings 5+ years in Client Success, Account Management, or a client-facing role in B2B SaaS, with direct experience managing enterprise or strategic accounts. - A demonstrable track record of driving adoption, improving health scores, and retaining complex, high-value accounts against GRR and NPS targets. - Experience leading executive-level business reviews and building trusted relationships with C-suite and VP-level stakeholders. - Ability to manage post-implementation onboarding and build structured success plans that directly connect product use to client outcomes. - Comfort coordinating across internal teams — Support, Product, Implementation — to solve client problems and deliver a connected experience. - Experience working with associations, nonprofits, or membership organizations is a plus. Technical/Computer Skills (Skills): - Salesforce or a comparable CRM, used daily to manage account health, success plans, and renewal timelines. - Client success platforms such as Gainsight, Totango, or ChurnZero for health scoring, lifecycle management, and portfolio reporting. - Comfort working with product utilization data and translating usage trends into client conversations about value and adoption. - Microsoft Office 365, including Excel and PowerPoint for reporting and executive-ready presentations. Other Skills (Skills): - Relationship-first mindset with the ability to build trust quickly at multiple levels of a client organization. - Strong executive presence — comfortable facilitating senior stakeholder conversations and presenting data-driven insights with clarity and confidence. - Proactive, structured approach to portfolio management: you know where every account stands, what the risk is, and what the next step is. - Ability to synthesize complex information — client goals, product capabilities, usage data — into a clear and compelling success narrative. - Strong written and verbal communication skills, including the ability to tailor messaging for both technical and non-technical audiences. - Collaborative internal partner: you bring the right people in at the right time to serve clients well without creating noise. - Willingness to travel as needed to meet with enterprise clients and support key account moments. About Us (company description): "Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com." Why Work Here? (culture) maybe not needed as separate section; but we could incorporate into Benefits? Actually Benefits list includes culture items: Inclusive & Welcoming Environment, Purpose-Driven Culture, Work-Life Balance, Commitment to Community Involvement. Those are already in Benefits list. The "Why Work Here?" paragraph is more about culture; we could treat as part of Benefits or maybe as a separate section like "Culture". But headings limited to given list; we could put it under Benefits as part of bullet list? But we already have Benefits list; we could add those sentences as additional bullet points? However the instruction: "Prefer a few substantive sections over many thin ones." So we could combine Why Work Here? into Benefits section as additional bullet points, but we must not invent headings. We'll keep Benefits as list of benefits; we can also add a paragraph about culture under Benefits? Might be okay. But we must not create sections with filler. Benefits section we have concrete list; we can also include the "Why Work Here?" paragraph as a

under Benefits? That would be adding content not originally a benefit but still substantive. However the instruction: "include a section ONLY when the posting has real, specific content for it". Benefits section has specific content (the list). So we can include Benefits section with a

• list of the benefits. The "Why Work Here?" paragraph is not a benefit per se but could be considered part of Benefits? Might be stretching. Safer to omit it, as it's more about culture but not a tangible benefit. However we already have culture items in the benefits list (Inclusive & Welcoming Environment, Purpose-Driven Culture, Work-Life Balance, Commitment to Community Involvement). The paragraph is redundant. We'll omit to avoid duplication. Now we need to output HTML fragment with headings

  for each section we include. Sections we will include: - About the role (combining Position Overview, Position Summary, About Us maybe) - Responsibilities (A Day in the Life) - Requirements (Experience) - Skills (Technical/Computer Skills + Other Skills) - Benefits (list) We might also include Qualifications separate? But we have Requirements; Qualifications could be same as Requirements. To avoid thin sections, we can combine Requirements and Qualifications into one section called "Requirements". Or we could have both but they'd be similar. Better to have one. Thus we will output:

  About the role

  ... (Position Overview + Position Summary + About Us)

  Responsibilities

  • ... each responsibility

  Requirements