Key Client Manager

TrueCommerce; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

401k with company match

Paid time off (PTO) and holidays

Health, dental, vision insurance

Parental leave

Wellness reimbursement

Remote-first work environment

Job summary

TrueCommerce is seeking a senior Key Client Manager in the United States to own strategic relationships with top enterprise accounts, drive retention, adoption, and expansion, and align customer goals with long-term product outcomes.

You will build executive-level partnerships, manage renewals and upsell opportunities, and work with cross-functional teams to deliver measurable business value while maintaining CRM records and monitoring health signals in ChurnZero.

Qualifications

• Bachelor's degree in Business or equivalent experience.
• 10+ years of Account Management or Customer Success experience managing existing customers.
• 3+ years managing enterprise accounts with a strong focus on retention and growth.
• Proven history of overperformance against retention, renewal, and upsell quotas.
• Strong technical aptitude with the ability to understand complex integration environments and SaaS ecosystems.

Responsibilities

• Meet or exceed monthly sales quotas by building and closing pipeline with existing customers.
• Manage a portfolio of top-tier enterprise customers with full responsibility for renewals and expansion.
• Develop deep, trust-based relationships at multiple levels—operational, technical, and executive.
• Proactively outreach customers to identify optimization opportunities and recommend solutions that drive measurable improvement.
• Maintain high follow-up rigor to ensure all pipeline opportunities remain updated and actionable.
• Develop and maintain joint success plans with enterprise accounts, linking customer goals to TrueCommerce solutions and long-term outcomes.
• Serve as a trusted advisor and strategic resource by understanding complex customer workflows, long-term goals, and success metrics.
• Resolve customer challenges with urgency, navigating cross-functional teams and escalating where necessary.
• Manage complex negotiations and executive-level business reviews.
• Act as the voice of the customer within TrueCommerce and build alignment across Product, Support, Professional Services, and Leadership.
• Contribute to pilot programs, initiatives, or strategic efforts within the Client Management organization.
• Consistently maintain detailed and accurate CRM records including activities, notes, and opportunity updates.
• Monitor and act on customer health data in ChurnZero to proactively identify risk, optimize adoption, and drive expansion across enterprise accounts.
• Stay current on TrueCommerce product roadmap, industry trends, and enterprise best practices.
• Participate in regular department meetings, training sessions, and ongoing educational activities.
• Leverage approved AI tools and automation to streamline workflows, improve productivity, and enhance the accuracy and consistency of customer and operational processes.
• Execute other responsibilities and strategic initiatives as assigned.

Skills

Account management

Customer success

Executive communication

SaaS expertise

Strategic thinking

CRM proficiency

Problem solving

Relationship building

Cross-functional collaboration

Education

Bachelor's degree in Business

Tools

ChurnZero

Job description

The Key Client Manager is a senior-level strategic relationship owner responsible for the retention, satisfaction, and revenue retention of TrueCommerce’s highest-value enterprise customers. This role requires deep expertise in customer engagement, depth in growth and retention strategies, and long-term account strategy.

As the primary advisor to our top-tier accounts, the Key Client Manager builds and maintains executive relationships, anticipates customer needs, and proactively drives adoption, optimization, and expansion across complex environments. The ideal candidate combines strong technical aptitude with exceptional communication, problem-solving, and strategic thinking skills to deliver measurable business value and prevent churn.

What You’ll Do:

Strategic Retention & Growth

• Meet or exceed monthly sales quotas by building and closing pipeline with existing customers
• Manage a portfolio of top-tier enterprise customers with full responsibility for renewals and expansion.
• Develop deep, trust-based relationships at multiple levels—operational, technical, and executive.
• Proactively outreach customers to identify optimization opportunities and recommend solutions that drive measurable improvement.
• Maintain high follow-up rigor to ensure all pipeline opportunities remain updated and actionable.

Advanced Customer Partnership

• Develop and maintain joint success plans with enterprise accounts, linking customer goals to TrueCommerce solutions and long-term outcomes.
• Serve as a trusted advisor and strategic resource by understanding complex customer workflows, long-term goals, and success metrics.
• Resolve customer challenges with urgency, navigating cross-functional teams and escalating where necessary.
• Manage complex negotiations and executive-level business reviews.
• Act as the voice of the customer within TrueCommerce and build alignment across Product, Support, Professional Services, and Leadership.

Operational Excellence

• Contribute to pilot programs, initiatives, or strategic efforts within the Client Management organization.
• Consistently maintain detailed and accurate CRM records including activities, notes, and opportunity updates.
• Monitor and act on customer health data in ChurnZero to proactively identify risk, optimize adoption, and drive expansion across enterprise accounts.
• Stay current on TrueCommerce product roadmap, industry trends, and enterprise best practices.
• Participate in regular department meetings, training sessions, and ongoing educational activities.
• Leverage approved AI tools and automation to streamline workflows, improve productivity, and enhance the accuracy and consistency of customer and operational processes.
• Execute other responsibilities and strategic initiatives as assigned.

What You Bring:

• Bachelor's degree in Business or equivalent experience
• 10+ years of Account Management or Customer Success experience managing existing customers.
• 3+ years managing enterprise or top-tier accounts with a strong focus on retention and growth.
• Proven history of overperformance against retention, renewal, and upsell quotas.
• Strong technical aptitude with the ability to understand complex integration environments and SaaS ecosystems.
• Confidence and skill communicating with executive-level customer stakeholders.
• Exceptional listening, relationship-building, and problem-solving abilities.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Working knowledge of EDI or Supply Chain solutions strongly preferred.
• Willingness to work extended hours as needed to support enterprise customer demands.
• Remote first and casual work environment
• 401k with 3.5% company match and vested after 2 years
• 20 PTO days - 1 birthday day off - 3 summer days - 1 Volunteer day - 11 company holidays
• Medical, dental, vision and other life/health insurance plans
• Paid parental leave
• Wellness reimbursement program

Who is TrueCommerce?

TrueCommerce is a high-performing global supply chain network that delivers fully integrated, end-to-end supply chain visibility and management. We help some of the world’s leading brands improve supply chain performance, including Schneider Electric, DanoneWave, Siemens, Ocean Spray, and many others.

For additional information, visit our website

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.