Senior Client Success Manager

CanadaRemoteFull-timesenior

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

Bring 5–8+ years of experience in strategic account management, client success, relationship management, or a comparable client-facing role, ideally within custom software, managed services,

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Customer Success ManagerCustomer

This is a senior, client-facing strategic role responsible for managing a portfolio of approximately 12 high-value accounts. You will own the commercial relationship, client experience, and overall success of your accounts from day-to-day engagement through renewals and future growth. The role combines strategic account management, financial oversight, technology advisory, and executive-level relationship building. You will help clients shape technology roadmaps while ensuring projects remain commercially healthy and aligned with delivery capabilities. Success in this position is measured through retention, margin, client satisfaction, and long-term account health rather than new-logo acquisition. You will also mentor other client success professionals and serve as a key escalation and leadership partner across the portfolio.

Own the full commercial relationship and project success for a portfolio of approximately 12 high-value accounts, serving as the primary point of contact for commercial matters and leading client interactions from working sessions through executive-level meetings.
Lead formal quarterly business reviews for each account, providing clear visibility into performance, priorities, opportunities, risks, and future plans.
Develop and maintain trusted-advisor relationships by understanding clients’ technology roadmaps and helping shape future scope in ways that align with their objectives and available delivery models.
Lead contract renewal and extension negotiations within approved commercial guidelines, while escalating matters involving pricing, contract terms, or significant account risks when appropriate.
Own budget-status, retainer-burn, billing-milestone, and change-order conversations, ensuring clients have clear visibility into commercial performance and project economics.
Proactively identify scope creep, renewal risks, delivery concerns, and other account issues, partnering with project teams to resolve them before they negatively affect the client relationship or business performance.
Collaborate closely with technical leads on roadmap and architecture discussions, translating technical trade-offs and delivery considerations into clear business language for clients.
Partner with QA and delivery teams on matters such as bug-fix service levels, scope expectations, and executive-level design reviews, while maintaining strong client alignment.
Provide account health updates, renewal-risk assessments, and revenue forecasts to senior leadership, while sharing delivery insights with sales and coordinating relevant client success stories with marketing.
Mentor Client Success Managers and Client Success Coordinators in partnership with senior leadership, and provide backup coverage for quarterly reviews and escalations across the broader portfolio.

Requirements

~1 min read

Bring 5–8+ years of experience in strategic account management, client success, relationship management, or a comparable client-facing role, ideally within custom software, managed services, professional services, or consulting environments.
Demonstrate a strong track record of negotiating contract renewals and managing relationships across complex organizations with multiple stakeholders and decision-makers.
Have strong financial literacy and be comfortable interpreting and explaining retainer utilization, budget performance, margin summaries, and other commercial information to non-technical stakeholders.
Possess working knowledge of the software development lifecycle and the ability to confidently participate in technical discussions, understand modern technology tooling, and continuously develop your technical fluency.
Demonstrate the ability to establish and maintain healthy commercial boundaries, including addressing scope concerns and saying no when necessary without damaging long-term client relationships.
Bring a relationship-focused “farmer” mindset, with a strong emphasis on retention, margin protection, client satisfaction, account health, and long-term value rather than new-business acquisition.
Be an effective communicator and strategic advisor who can confidently facilitate executive conversations, translate complex information into business terms, and build trust with senior client stakeholders.
Demonstrate strong judgment, ownership, organization, and collaboration skills, with the ability to manage multiple high-value accounts and competing priorities independently.

What We Offer

~2 min read

✓$110,000 base salary with corporate benefits.

✓Performance-based bonuses tied to net revenue retention, margin-to-target performance, Summit-tier renewal rates, client satisfaction scores, and mentoring impact.

✓Remote-first working environment with priority given to candidates located in Ohio and Northern Kentucky.

✓Opportunity to manage a portfolio of high-value strategic accounts with significant commercial and client impact.

✓Exposure to technology strategy, software delivery, contract negotiations, financial management, and executive-level client relationships.

✓Leadership and mentoring opportunities across the client success function.

✓Opportunity to influence long-term client retention, account growth, delivery quality, and commercial performance.