Senior Client Success Manager

Placements24; Kimberley; Hybrid; CAD 110,000 - 170,000; Full time

Benefits offered by this job

Fully remote role

Health benefits

Retirement planning assistance

Paid time off

Learning & development

Career advancement

Job summary

Placements24 is seeking a Senior Client Success Manager to join a fully remote, fast-growing enterprise SaaS team. You will own a portfolio of strategic accounts, drive adoption, retention, and expansion, and act as the trusted advisor for executive sponsors.

In this remote-first role, you will lead cross-functional interactions with Sales, Product, Engineering, and Support, conduct regular executive reviews, monitor health metrics, and articulate ROI.

Qualifications

• 6+ years in client success, account management, or consulting in enterprise SaaS.
• Proven ability to retain and expand enterprise accounts.
• Excellent communication and stakeholder influence.
• Strong understanding of SaaS business models.
• Experience with CRM and CS platforms.

Responsibilities

• Manage and grow a portfolio of enterprise clients.
• Develop strategic account plans to drive adoption and retention.
• Conduct regular executive business reviews.
• Monitor client health and mitigate risks.
• Onboard new enterprise clients and realize initial value.
• Identify upsell and cross-sell opportunities.
• Collaborate with Sales, Product, Engineering, and Support.
• Track churn, net revenue retention, and CS metrics.
• Contribute to CS best practices.
• Serve as primary client contact and advocate.

Skills

Account management

SaaS

Relationship building

Strategic planning

CRM (Salesforce)

Gainsight

ChurnZero

Executive communication

Remote work

Cross-functional collaboration

Education

Bachelor’s degree in Business

MBA

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client, a rapidly scaling technology firm, is seeking an experienced and strategic Senior Client Success Manager to join their fully remote team. This role is paramount in driving customer retention, adoption, and expansion for a portfolio of key enterprise clients. The ideal candidate possesses a proven track record in account management, deep understanding of SaaS best practices, and exceptional relationship-building skills. As a remote-first professional, you will leverage your expertise to ensure clients derive maximum value from our client's platform, acting as a trusted advisor and proactive partner. You will champion client needs internally, collaborating across departments to deliver outstanding outcomes. This is a significant opportunity to shape client strategy and contribute to the company's growth from a remote capacity.

Key Responsibilities

• Manage and grow a dedicated portfolio of enterprise-level clients, fostering strong, long-term relationships.
• Develop and execute strategic account plans to drive client adoption, value realization, and retention.
• Conduct regular executive business reviews (EBRs) to align on goals, demonstrate ROI, and identify expansion opportunities.
• Proactively monitor client health, identifying potential risks and implementing mitigation strategies.
• Serve as the primary point of contact for clients, advocating for their needs and ensuring a seamless experience.
• Collaborate closely with Sales, Product, Engineering, and Support teams to ensure client success.
• Onboard new enterprise clients, ensuring successful implementation and initial value realization.
• Identify and develop upsell and cross-sell opportunities within the existing client base.
• Contribute to the development of best practices and resources for the client success team.
• Track and report on key client success metrics, including churn, net revenue retention, and customer satisfaction.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field; MBA is a plus.
• Minimum of 6 years of experience in client success, account management, or consulting, preferably within the enterprise SaaS space.
• Demonstrated success in managing complex client relationships and driving significant retention and expansion revenue.
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• Strong understanding of SaaS business models, technology, and customer lifecycle management.
• Proficiency with CRM (e.g., Salesforce) and Client Success platforms (e.g., Gainsight, ChurnZero).
• Proven ability to work autonomously, manage multiple priorities, and thrive in a fully remote environment.
• Strategic thinker with strong analytical and problem-solving abilities.
• Experience working with cross-functional teams in a fast-paced, dynamic setting.
• Must have a reliable internet connection and a professional remote work setup.

Benefits

Our client offers a highly competitive compensation package, including a substantial base salary, performance-based bonuses, and equity options. Enjoy the ultimate flexibility of a fully remote role, coupled with comprehensive health benefits, retirement planning assistance, and generous paid time off. Our client is committed to employee growth, providing access to continuous learning opportunities, professional development programs, and clear career advancement paths. Join a passionate, global team that fosters a culture of innovation, collaboration, and work-life balance. This remote position allows you to make a significant impact from anywhere within your preferred location.