Strategic Client Success Manager (Enterprise)

Join Cordial, a leading marketing technology company, as a Strategic Client Success Manager (Enterprise). In this role, you will be the most senior client-facing leader within Cordial's Customer Experience organization, managing a portfolio of the company's largest and most complex enterprise accounts. You will set the strategic direction, drive commercial outcomes, and ensure alignment and performance across the team. This is a player-coach role that requires equal parts client leadership and people development.

• Establish and maintain executive relationships with enterprise clients, serving as the primary point of contact and trusted advisor.
• Develop and implement long-term success plans for each account, aligning client business priorities with Cordial's capabilities.
• Directly manage a Client Success Manager, providing coaching and support to ensure successful program execution and client satisfaction.
• People management experience; you have coached or formally managed client-facing professionals and take their development seriously
• A bachelor’s degree or equivalent experience
• Experience operating in a solutions-led or delivery-led model where you held strategic and commercial accountability while a technical team owned execution
• 10+ years in an enterprise client-facing role at a SaaS company, with a strong preference for experience in email, SMS, or digital marketing technology
• Genuine curiosity about AI and its application in marketing technology; you follow the space, experiment with tools, and can translate AI capabilities into real business outcomes for clients
• Full commercial ownership of a large, complex book of business; you have carried significant renewal and upsell targets and have a track record of growing net revenue retention
• Comfort with ambiguity; you set the standard in fast-moving environments and help others find their footing when things are unclear
• Strong organizational and prioritization skills; you manage a large, complex portfolio and know what to delegate, what to own, and what to escalate
• Excellent communication skills across audiences; you can lead a board-level business review and navigate a complex technical escalation in the same day
• Genuine technical curiosity; you can engage meaningfully with a client’s data architecture and martech stack and know enough to ask the right questions
• Comfort using AI tools in your own workflow to drive efficiency, surface insights, and elevate the quality of your client work
• A proven ability to work cross-functionally and influence without authority, particularly with Product, Engineering, and Sales
• Proven C-suite relationship skills; you are comfortable as the most senior person in the room and know how to earn and keep executive trust
• Experience in the enterprise marketing automation space
• Familiarity with tools like JIRA, Harvest, or similar project and time-tracking platforms
• Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation
• Experience contributing to CS team design, playbooks, or enablement at an organizational level