Strategic Client Success Manager

🕒 5 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Momentive Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

B2B • Non-profit • Software

Momentive Software is a provider of a comprehensive suite of software solutions tailored for nonprofits and associations. The company aims to streamline operations, enhance member and donor engagement, and drive impactful results for mission-driven organizations. Their offerings include tools for association management, fundraising, event management, learning management, and data analytics, allowing organizations to efficiently manage their financials and foster deeper community connections.

📋 Description

• Serve as the primary relationship owner for a portfolio of Tier 1 enterprise clients post-implementation, from onboarding through renewal • Lead structured onboarding, establish success plans, define adoption milestones, and ensure transition from implementation to sustained product use • Monitor and manage client health, product utilization data, NPS, and stakeholder sentiment; act early on risk • Build relationships with C-suite and VP-level stakeholders and position Momentive as a strategic partner • Lead quarterly business reviews connecting product usage to client strategic goals and demonstrating value delivered • Own renewal readiness, build renewal cases, flag risk, and coordinate with the Account Manager • Orchestrate Support, Product, Implementation, and Professional Services resources to resolve issues and progress accounts • Track and report Gross Revenue Retention, health scores, NPS, and product utilization • Maintain accurate Salesforce records, including success plans, health notes, stakeholder maps, and renewal timelines • Bring client feedback and portfolio patterns to Product, Marketing, and Sales leadership • Partner with the Account Manager on account strategy and unified account plans • Build and refine scalable playbooks for onboarding, health recovery, and executive engagement • Report to the Director, Account Management and collaborate with Client Success leadership and cross-functional teams

🎯 Requirements

• 5+ years in Client Success, Account Management, or a client-facing role in B2B SaaS, with direct experience managing enterprise or strategic accounts • Demonstrable track record of driving adoption, improving health scores, and retaining complex, high-value accounts against GRR and NPS targets • Experience leading executive-level business reviews and building trusted relationships with C-suite and VP-level stakeholders • Ability to manage post-implementation onboarding and build structured success plans that directly connect product use to client outcomes • Comfort coordinating across internal teams — Support, Product, Implementation — to solve client problems and deliver a connected experience • Experience working with associations, nonprofits, or membership organizations is a plus • Salesforce or a comparable CRM, used daily to manage account health, success plans, and renewal timelines • Client success platforms such as Gainsight, Totango, or ChurnZero for health scoring, lifecycle management, and portfolio reporting • Comfort working with product utilization data and translating usage trends into client conversations about value and adoption • Microsoft Office 365, including Excel and PowerPoint for reporting and executive-ready presentations • Ability to build trust quickly at multiple levels of a client organization • Strong executive presence and comfort facilitating senior stakeholder conversations and presenting data-driven insights • Proactive, structured approach to portfolio management • Ability to synthesize client goals, product capabilities, and usage data into a clear success narrative • Strong written and verbal communication skills for technical and non-technical audiences • Collaborative internal partnership skills • Willingness to travel as needed to meet with enterprise clients and support key account moments • Eligibility to work in the United States without sponsorship • Minimum age of 18 • Required employment eligibility verification upon hire

🏖️ Benefits

• Medical, Dental & Vision Benefits • 401(k) Savings Plan with Company Match • Flexible Planned Paid Time Off • Generous Sick Leave • Inclusive & Welcoming Environment • Purpose-Driven Culture • Work-Life Balance • Commitment to Community Involvement • Employer-Paid Parental Leave • Employer-Paid Short-Term Disability • Remote Work Flexibility

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