Strategic Client Success Manager, Enterprise
About the role
The Strategic Client Success Manager, Enterprise reports to the Senior Director of Client Success and serves as the most senior client-facing leader within Cordial’s Customer Experience organization. This role is designed for someone who has spent a career building deep enterprise relationships and knows how to operate at the intersection of business strategy, commercial ownership, and organizational leadership.
Responsibilities
Own the executive relationship. You are Cordial’s most senior point of contact for your portfolio of enterprise accounts. You operate at the C-suite level, building relationships that extend beyond any single initiative or contract cycle. You are the person clients call when they are thinking about their business, not just their platform.
Set the strategic direction. You develop and own the long-term success plan for each account, connecting the client’s business priorities to Cordial’s evolving capabilities. You think in years, not quarters, and you help clients see possibilities they haven’t considered yet. AI-driven capabilities are a natural part of how you frame what’s next.
Lead and develop your CSM. You directly manage one CSM who shares your book of business. Your CSM owns the program layer: client health, cadence management, success plan execution, and day-to-day relationship continuity. Your job is to set them up for success, coach them through complex situations, and ensure they are developing into stronger client leaders. You are accountable for their performance and growth.
Drive full commercial ownership. You own the complete commercial relationship across your portfolio: renewals, upsells, and expansion. You forecast with accuracy, negotiate with confidence, and identify expansion opportunities well before a renewal conversation begins. You understand your clients’ martech ecosystems deeply enough to know where Cordial can and should go deeper.
Operate in a three-layer model. Cordial’s delivery model has three layers working in concert: Solutions owns technical execution, your CSM manages program delivery, and you hold strategy and executive accountability. You orchestrate across all three, ensuring alignment without creating noise. You know when to step in and when to let your team lead.
Bring AI into the conversation. You stay genuinely current on how AI is reshaping marketing: predictive personalization, send-time optimization, generative content, intelligent segmentation. You help clients understand how to apply these capabilities within Cordial, and you model the use of AI tools in your own workflow to drive efficiency and elevate the quality of your work.
Manage escalations at the highest level. When a situation requires executive presence, you are there. You lead complex escalations with composure, coordinate across Solutions, Product, and Engineering, and communicate with clarity to client leadership until resolution. You protect the relationship even when the situation is difficult.
Protect and grow the portfolio. You track account health across your book with a critical eye, identify risk early, and act before problems surface in a renewal conversation. You stay ahead of competitive threats and position Cordial’s value proactively and continuously.
Shape the practice. At this level, you contribute beyond your own book of business. You bring perspective to how the CS organization operates, mentor peers, and partner with leadership on the processes, tools, and standards that make the broader team better.
Represent CS cross-functionally. You are a senior voice for the client inside Cordial, partnering with Product, Engineering, Sales, and Marketing to surface enterprise needs, influence the roadmap, and contribute to the company’s go-to-market strategy. You participate in business development conversations and help shape how Cordial shows up for its most strategic prospects.
Qualifications
10+ years in an enterprise client-facing role at a SaaS company, with a strong preference for experience in email, SMS, or digital marketing technology
A bachelor’s degree or equivalent experience
People management experience; you have coached or formally managed client-facing professionals and take their development seriously
Experience operating in a solutions-led or delivery-led model where you held strategic and commercial accountability while a technical team owned execution
Full commercial ownership of a large, complex book of business; you have carried significant renewal and upsell targets and have a track record of growing net revenue retention
Proven C-suite relationship skills; you are comfortable as the most senior person in the room and know how to earn and keep executive trust
Genuine technical curiosity; you can engage meaningfully with a client’s data architecture and martech stack and know enough to ask the right questions
Genuine curiosity about AI and its application in marketing technology; you follow the space, experiment with tools, and can translate AI capabilities into real business outcomes for clients
Comfort using AI tools in your own workflow to drive efficiency, surface insights, and elevate the quality of your client work
Excellent communication skills across audiences; you can lead a board-level business review and navigate a complex technical escalation in the same day
A proven ability to work cross-functionally and influence without authority, particularly with Product, Engineering, and Sales
Strong organizational and prioritization skills; you manage a large, complex portfolio and know what to delegate, what to own, and what to escalate
Comfort with ambiguity; you set the standard in fast-moving environments and help others find their footing when things are unclear
Bonus points
Experience in the enterprise marketing automation space
Familiarity with tools like JIRA, Harvest, or similar project and time-tracking platforms
Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation
Experience contributing to CS team design, playbooks, or enablement at an organizational level
Compensation & Benefits
$115,000.00 - $157,000.00 base salary annually. The compensation range may be adjusted based on experience and location. In combination with base salary, Cordial's compensation package includes equity and bonus, a robust benefit plan (medical/dental/vision/life), 401k match, and flexible time off. Additionally, we offer perks such as childcare and continued education yearly reimbursements. We pride ourselves in maintaining a healthy work/life balance, a strong dedication to DE&I efforts, and an overall respectful and open culture!
Application Instructions
Resume Submission Requirement — Please Read Carefully
When uploading your resume, your file must be named in the following format:
FIRSTNAME-LASTNAME-CORDIAL2026
Example: JOE-DOE-CORDIAL2026
Applications that do not follow this naming convention exactly will be automatically rejected and will not be reviewed. Please double-check your file name before submitting.
Accepted file formats: PDF or Word (.docx)
WORK AUTHORIZATION
As of January 1, 2026, Cordial does not provide visa sponsorship, visa transfers, immigration support, or employment-related documentation for immigration purposes, including letters supporting visa applications, renewals, transfers, or work authorization, for new hires.