Customer Success Manager

TrueLoyal; San Antonio (TX); On-site; USD 70,000 - 120,000; Full time

Benefits offered by this job

Premier Health Insurance plan

Dental and vision insurance

Open PTO

9 paid holidays

401(k) with employer match

Life, AD&D, and Disability coverage

Collaborative learning environment

Growth opportunities

Cutting-edge technology

Competitive salary

Fun work atmosphere

Job summary

TrueLoyal is seeking a Customer Success Manager to serve as a trusted advisor to our most valued accounts, building executive-level partnerships and aligning our loyalty platform with clients' business and marketing objectives.

You will own the renewal lifecycle, lead QBRs/EBRs, drive retention and expansion, and collaborate with Sales, Marketing, and Product to surface insights and secure measurable outcomes for enterprise brands.

Qualifications

• 2–4 years in Customer Success or strategic account roles.
• Experience engaging with executive stakeholders (VP, C-suite).
• Proven track record in retention and expansion.
• Background in marketing, MarTech, or digital marketing strategy.
• SaaS familiarity in loyalty/eCommerce platforms.
• Stable career history (2–3 years per role).

Responsibilities

• Build executive-level relationships and partnerships with assigned accounts.
• Develop tailored success plans aligning marketing goals with our platform.
• Own renewal lifecycle and retention strategies.
• Identify upsell/cross-sell opportunities and justify ROI to executives.

Skills

Executive presence

Strategic relationships

Executive communication

MarTech knowledge

Renewals expertise

Upsell strategy

ROI storytelling

Discovery listening

Job description

The Customer Success Manager is the cornerstone of our client relationships, serving as a trusted advisor and long-term partner to our most valued accounts. This role goes beyond traditional account management — it demands a consultative, executive-level presence capable of building deep, enduring partnerships with senior stakeholders, aligning our solutions to clients' broader business and marketing strategies, and championing their success at every stage of the journey. The focus is on relationship depth, retention, growth, and expansion within assigned accounts, measured by Net Retention Rate and Churn.

Key Responsibilities

Executive Relationship Building & Client Partnership

• Serve as the primary strategic point of contact for assigned accounts, cultivating trusted, long‑term partnerships at the executive level — including C‑suite, VP, and Director stakeholders.
• Develop a deep understanding of each client's business model, marketing goals, and organizational priorities, positioning yourself as an indispensable strategic advisor rather than a reactive support resource.
• Build and maintain multi‑threaded relationships across client organizations, identifying and nurturing internal Champions while earning the confidence of Economic Buyers and executive decision‑makers.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that go beyond product usage — connecting platform performance directly to clients' marketing outcomes and business objectives.

Strategic Account Planning & Marketing Alignment

• Develop tailored Success Plans and account strategies that map client marketing initiatives, campaign goals, and growth objectives to measurable outcomes powered by our platform.
• Leverage a thorough understanding of MarTech ecosystems, loyalty strategies, and digital marketing stacks to position our solutions as mission‑critical to clients' marketing success.
• Conduct in‑depth account research and proactively surface insights, trends, and opportunities that enable clients to achieve greater marketing ROI and competitive advantage.
• Collaborate cross‑functionally with internal Sales, Marketing, and Product teams to ensure client feedback informs go‑to‑market strategy and product development.

Renewals & Retention

• Own and manage the full renewal lifecycle for annual and multi‑year subscription contracts, ensuring timely, smooth execution with a strong executive narrative tied to demonstrated value.
• Develop and execute proactive retention strategies, identifying risk signals early and addressing client concerns with urgency, empathy, and a clear plan of action.
• Drive client engagement between renewal cycles, ensuring consistent value delivery that makes renewal a natural outcome rather than a negotiation.

Account Growth & Expansion

• Identify and pursue upsell and cross‑sell opportunities by understanding evolving client needs, marketing roadmaps, and organizational growth plans.
• Construct and present compelling, data‑driven business cases to executive stakeholders that clearly articulate the ROI of expanded platform adoption.
• Partner with clients to co‑develop marketing strategies and use cases that deepen product utilization and drive measurable business impact.

Required Experience

• 2–4 years of experience in Customer Success Management, Strategic Account Management, or a client‑facing role serving enterprise‑level customers.
• Demonstrated experience engaging and building relationships with executive‑level stakeholders (VP, C‑suite) within client organizations.
• Proven track record of owning and exceeding retention, renewal, and expansion targets within a defined book of business.
• Background in or strong working knowledge of marketing, MarTech, or digital marketing strategy — with the ability to speak credibly to marketing leaders about their priorities and challenges.
• Experience in the MarTech or SaaS industry, particularly platforms serving marketing, loyalty, or eCommerce functions (strongly preferred).
• Consistent work history demonstrating stability and long‑term commitment (minimum 2–3 years in previous roles).

Knowledge & Skills

• Executive presence and polished communication skills — able to lead high‑stakes conversations, present to senior audiences, and influence without authority.
• Deep understanding of marketing strategies, MarTech and eCommerce stacks, and how enterprise marketing teams measure success.
• Proven ability to develop and deliver compelling business cases and strategic narratives tailored to executive audiences.
• Strong discovery, questioning, and active listening skills that uncover client needs and translate them into actionable success strategies.
• Proficiency in account research, strategic planning, and the use of structured methodologies (QBRs, EBRs, Success Plans) to drive continuous improvement.
• Familiarity with IT infrastructure and marketing technology organizational structures.
• Enthusiasm for and demonstrated ability to leverage AI tools to drive client delight and operational efficiency.
• A competitive drive and genuine passion for client success — a burning desire to win, together with your clients.

Preferred Skills & Knowledge

• Experience in loyalty marketing, CRM strategy, or related marketing disciplines.
• Familiarity with constructing and presenting ROI‑driven business cases to C‑suite and VP‑level stakeholders.
• Experience collaborating with or presenting to marketing agencies or brand teams on behalf of a SaaS platform.

Benefits

This role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!

• The unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world
• Premier Health Insurance plan with $0 deductible and $0 co‑pay
• Dental and vision insurance plans
• Medical and dependent care flexible spending accounts
• Open PTO - we like to keep this simple...making time for life is important!
• 9 paid standard holidays each year in addition to open PTO
• 401(k) savings plan with Employer Matching
• Company‑paid Life, AD&D, and Disability coverage
• A collaborative, entrepreneurial learning environment with a proven playbook
• Be part of a high‑growth company revolutionizing customer loyalty
• Work with cutting‑edge technology and innovative products
• Competitive salary, benefits, and growth opportunities
• Fun work atmosphere

This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

We are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.

*No visa sponsorship is available for this position*