Enterprise Client Success Manager

ClassWallet; United States; On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Salary commensurate with experience

Equal Opportunity Employer

Job summary

ClassWallet seeks an Enterprise Client Success Manager to manage high-value client relationships across public sector agencies. You will lead executive communications, drive product adoption, and oversee contracts and renewals.

The role emphasizes collaboration with Sales, Product, Marketing and Support to maximize client value and expand collaborations, with travel of 10–20% as needed.

Qualifications

• 2 years in an Enterprise CSM role, ideally with state or local government exposure.
• Excellent written and oral communication skills.
• Strong presentation abilities for executive audiences.
• Ability to build and nurture long-term client relationships and partnerships.
• Experience using CRM and sales automation tools to drive outcomes.

Responsibilities

• Serve as the primary point of contact for assigned enterprise clients.
• Advocate internally to manage contractual obligations and client expectations.
• Maximize client value and ensure successful adoption of ClassWallet solutions.
• Drive expansion opportunities and contract renewals.
• Collaborate with Sales, Product, Marketing, and Support to align goals.

Skills

Communication skills

Presentation skills

Relationship building

CRM proficiency

Negotiation

Education

Bachelor’s degree or equivalent

PMP Certification

Tools

CRM software

Sales automation tools

Job description

ClassWallet, a leading financial technology company in the United States serving agencies delegated responsibility to manage public funds, is seeking to hire an Enterprise Client Success Manager to join our team. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet's suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $6.7 billion to date and serves public agencies across 39 states. In its 11+ years in operation, ClassWallet has completed over 12M transactions, funded 1.1M recipients, processed over 5M applications, and now serves 300+ state and local agency clients, supported by a team of 280+ full-time staff. The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023. While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet's innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission complements the Company's mission-based culture with focus on gratitude and work-life balance.

About The Role

The Enterprise Client Success Manager (ECSM) reports to the Senior Director of Client Success. The successful ECSM will demonstrate integrity and organizational agility through advanced decision making and prioritization skills. With an action-oriented mindset and a sharp focus on delivering results, the ECSM will build trust by independently developing and managing ongoing relationships with assigned clients (often large or enterprise-level organizations. The ECSM will have excellent written and oral communication skills with a high degree of comfort working directly with senior and executive level leaders. The ECSM will participate in team sessions but also be individually accountable for managing their assigned accounts. In addition, the ECSM is expected to creatively contribute to the continued expansion and optimization of ClassWallet's Client Success program with a keen eye toward balancing value delivery between clients and ClassWallet.

Responsibilities

• Serve as the single point of contact for inbound requests from assigned clients
• Advocate internally to manage contractual obligations & client expectations
• Maximize the value clients get from ClassWallet solutions
• Facilitate achievement of client's desired outcomes
• Drive product adoption and contract renewal
• Identify expansion and new business opportunities
• Build client retention and satisfaction through relationship management
• Rely on success metrics and data to determine action plans
• Work closely with clients and internal teams (Sales, Product, Marketing, Professional Services, and Support) to ensure alignment with clients' goals & objectives
• Set and reset expectations internally and externally as necessary

Requirements

• 2 years in an Enterprise CSM role, preferably in a state or local government capacity
• Demonstrated experience reaching and exceeding goals
• Outstanding written and oral communication skills
• Strong online and in-person presentation skills
• Superior business, process management, and negotiation skills
• Ability to build relationships with industry associations and influential contacts
• Ability to use CRM and sales automation and tools to streamline efforts
• Willingness to travel (estimated 10-20%)
• Existing industry experience preferred
• PMP Certification preferred and highly desired

Benefits

ClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life. We offer an excellent salary and benefits commensurate with experience. ClassWallet.com is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status.