Senior Manager, Client Success
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Job Description
Senior Client Success Manager leading enterprise SaaS client success for Foundant’s nonprofit and philanthropic software portfolio. Managing teams, escalations, adoption, retention, and expansion opportunities.
Responsibilities:
- Lead, mentor, and grow a team of Client Success Managers
- Design and implement scalable success frameworks for the SmartSimple client portfolio
- Drive consistent product adoption and client outcomes
- Serve as the primary escalation point for SmartSimple accounts and resolve complex issues
- Build trusted-advisor relationships with senior client stakeholders
- Collaborate with SmartSimple implementation partners on account status, delivery timelines, and escalations
- Identify expansion opportunities and facilitate hand-offs to SmartSimple Professional Services
- Partner with Product, Engineering, Sales, and Account Management on client feedback, renewals, and expansions
- Monitor retention, health-score, and adoption metrics and drive proactive interventions
- Set team performance goals and provide regular coaching
- Ensure enterprise-level SLAs and contractual commitments are met
- Perform other duties as assigned
Requirements:
- 8+ years of experience in Client Success, Account Management, or a related field
- 3+ years leading teams that manage enterprise accounts
- Demonstrated experience managing a client success portfolio within a platform/SaaS product
- Experience surfacing expansion opportunities and transitioning them to a delivery or professional services team
- Experience collaborating with third-party implementation or delivery partners in a SaaS or enterprise technology environment
- Working proficiency with success metrics and reporting tools, including health scoring, retention analytics, and CRM/CS platforms
- Experience in SaaS or enterprise technology environments
- Must be legally eligible to work in the United States
- Experience or working knowledge of the philanthropic sector is preferred
Benefits:
- Competitive salary and benefits
- Tuition reimbursements
- Lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
- Professional and personal development opportunities
- Internal mobility and career growth opportunities
- Autonomy and responsibility
- Employee recognition
- Accommodations throughout the interview and employment process
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