Senior Client Success Manager - Key Accounts
HybridNew York, United States
Job Summary
Serve as the primary strategic point of contact for key accounts within the US market, acting as a trusted advisor to executive and portfolio-level stakeholders. Oversee the health of the client portfolio by proactively identifying risks, resolving issues, and navigating conflicts across technical and operational teams. Lead client SteerCos, annual strategy sessions, and executive reviews while developing multi-year success plans that align client goals with business growth. Partner with Account Executives to identify expansion opportunities and influence deal structures, while coaching and developing Client Success Managers and Specialists. Champion the client voice internally to secure executive sponsorship and cross-functional alignment. This role supports the Director of Client Success in growing the US Client Success function, requiring 7+ years of experience in customer success or account management. Based in Long Island City, New York, with a hybrid schedule of three days in the office.
Required Qualifications
- Bachelor's degree
- 7+ years in customer success, account management or similar
- Including 2+ years in a lead role as key account contact managing senior management client relationships
- Ability to create and execute long-term, scalable client retention strategies
- Experience leading cross functional initiatives, fostering internal and external relationships
- Demonstrated ability to lead with a 'customer-first' mindset
- Proficiency in tracking customer health, defining KPIs
- Familiarity with Salesforce or other CRM platforms, and PowerBI or other BI tools
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