Senior Client Success Manager
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Job Description
Senior Manager of Client Success leading and developing Client Success Managers at Posh. Focused on operational discipline and strategic account management in a remote setting.
Responsibilities:
- Lead, coach, and develop a team of Client Success Managers (CSMs)
- Establish and track operational KPIs aligned to retention, adoption, and execution standards
- Conduct regular 1:1s, performance reviews, and structured development planning
- Onboard and ramp new CSMs with defined enablement and performance benchmarks
- Elevate consultative skillsets, business acumen, and executive-ready communication
- Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders
- Raise the strategic quality and business impact of EBRs/QBRs
- Ensure consistent execution of Client Success playbooks across all accounts
- Drive adherence to engagement cadence, success planning, and communication standards
- Enforce strong Salesforce hygiene and portfolio visibility, including: Client activity documentation, Health score accuracy, Risk identification, Expansion signal tracking
- Hold the team accountable for responsiveness, follow-through, and consistency
- Identify and implement scalable process improvements
- Operationalize advancement priorities defined by the SVP
- Develop clear rollout plans for new features, enhancements, and solutions
- Ensure CSM readiness through structured enablement
- Monitor and report on adoption metrics and execution progress
- Oversee portfolio health scoring accuracy and risk visibility
- Ensure proactive identification and management of churn signals
- Oversee onboarding of new solutions and product expansions
- Ensure onboarding frameworks demonstrate early wins and measurable ROI
- Manage a small portfolio of key accounts
- Serve as primary relationship owner for assigned accounts
Requirements:
- 6+ years of experience in Client Success, Account Management, or Customer Success within B2B SaaS
- 3+ years of people management experience leading CSMs or account teams
- Strong operational mindset with experience building scalable processes and accountability frameworks
- Proven ability to drive retention, adoption, and client engagement outcomes
- Experience working with Salesforce or similar CRM systems with strong data hygiene standards
- Skilled at coaching consultative selling and executive-level communication
- Comfortable operating in a player-coach capacity
- Highly organized, detail-oriented, and execution-focused
- Thrive in fast-paced, high-growth environments where structure and discipline create leverage.
Benefits:
- Offers Equity
- Offers Commission
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