Strategic Client Success Manager

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🔥 10 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤝 Client Partner

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Forj

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

📚 Education

🤝 B2B

💰 $15M Venture Round on 2022-12

SaaS • Education • B2B

Forj is a company that provides a platform designed to facilitate community engagement, learning, and growth for associations and professional networks. It offers tools to enable peer-to-peer and group communications, continuing education, certification, and social learning. Forj aims to help organizations grow their membership, decrease churn, and increase non-dues revenue through personalized member experiences and data-driven decision-making. Their technology focuses on creating meaningful connections, breaking geographic barriers, and enhancing learning outcomes. With a strong emphasis on improving member satisfaction and engagement, Forj is committed to enabling professional organizations to expand their impact and reach.

📋 Description

• Stakeholder Communication & Influence Strategy: Master the art of communicating with diverse stakeholder groups—from technical implementers to C-suite executives—tailoring messaging and influence tactics to each audience's priorities. • Navigate competing interests across multiple departments within client organizations, building consensus and credibility that positions you as a trusted advisor to all key decision-makers on the account. • Proactive Retention & ROI Modeling: Own the overarching health, renewal lifecycle, and retention of an assigned book of business, strictly aligning client workflows to established value frameworks and return-on-investment targets. • Executive Advisory: Plan and deliver high-impact Executive Business Reviews (EBRs) and Partnership Success Plans to cross-functional client stakeholders, using persuasive communication and executive influence to build consensus across competing departments and priorities, ensuring direct connection between day-to-day engagement and executive-level goals. • Client Advocacy & "Voice of Customer": Keep the authentic client voice at the absolute center of internal functions, partnering directly with Product, Engineering, and Implementation teams to shape strategic roadmap priorities and surface market insight. • Data-Based Insights: Optimize how clients interact with our platform by interpreting metrics and usage parameters, actively turning complex datasets into actionable decisions and behavioral recommendations. • Migration Advisory: Thoughtfully guide clients through complex digital modernizations—including the intentional transition to our next-generation platform, Journey by Forj—by masterfully overcoming friction, reinforcing innovation advantages, and alleviating operational risk. • Expansion Nuance: Surface and nurture strategic expansion opportunities organically through deep platform optimization and consults, positioning Forj as the premier thought leader in the professional community domain. • Risk Mitigation: Proactively identify, track, and document client health markers monthly, building immediate operational mitigation blueprints for accounts facing delivery gaps or low feature engagement.

🎯 Requirements

• Bachelor's degree in Business Administration, Communications, Information Systems, or a related field requiring analytical and strategic client management capability. • Stakeholder Relationship & Influence Mastery: Demonstrated success building and maintaining authentic relationships with disparate stakeholder groups (IT, business operations, executive leadership) simultaneously; proven ability to influence decision-making at multiple organizational levels through strategic communication, active listening, and credibility-building. • Association SaaS Domain Expertise: 5+ years of documented experience managing mid-market or enterprise relationships within a fast-paced B2B SaaS organization, specifically working within or alongside the professional association, learning management system (LMS), or community software industries. • Executive-Level Presence: Exceptional presentation and critical thinking skills, with verified experience influencing contract signers, community directors, and executive sponsors. • AI Capability and Fluency: Hands-on experience leveraging AI tools like Claude or similar LLMs to build workflows, extract insights, and optimize daily client management operational efficiency. • Cross-Functional Synergy: Proven ability to collaborate alongside internal specialized verticals (e.g., Technical Support, Product, Implementation, and Solutions) to orchestrate a unified client interface. • Domain Context: Experience working within or around the professional association, learning management system (LMS), or community software industries is highly beneficial.

🏖️ Benefits

• Competitive salary • Generous Paid Time Off (PTO) • Comprehensive health, dental, and vision • Health Reimbursement (HRA) • Wellbeing program • Short-term disability (STD) and long-term disability (LTD) • Life/AD&D Insurance, and Voluntary Life Insurance • 401-k Participation • Flexible remote work