Strategic Client Success Manager

Position Overview

The Strategic Client Success Manager is the relationship anchor for Momentive's most strategic enterprise clients. In this role, you own the full client experience after implementation — from onboarding through long-term adoption and renewal readiness — and serve as the trusted point of contact for a defined portfolio of Tier 1 accounts. You are accountable for client health and retention, not just client satisfaction.

Position Summary

This role sits within the Account Management structure and owns the post-implementation relationship with Momentive's Tier 1 enterprise clients. You are responsible for driving measurable outcomes — product adoption, tracking & improving client health,, value realization, and gross revenue retention — across a defined portfolio of high-value accounts. You will build executive-level relationships, orchestrate cross-functional resources, and translate client goals into clear, structured success plans. You report to the Director, Account Management and work in close partnership with Account Managers, Implementation, Support, and Product to deliver one connected client experience.

It is important for us to maintain a strong connection with the core client success organization to share methods, best practices and insights gleaned from clients to drive product innovation and organization performance improvements.  To ensure this connection is strong, the Director, Account Management and team will have a dotted line  to the leader of Client Success

This role works collaboratively with the Account Manager and the goal is to keep and grow the client relationship.  

A Day in the Life

• Serve as the primary relationship owner for a portfolio of Tier 1 enterprise clients post-implementation, owning the full client experience from onboarding through renewal.

• Lead structured onboarding for new enterprise clients — establish success plans, define adoption milestones, and ensure a seamless transition from implementation to sustained product use.

• Monitor and manage client health across your portfolio, product utilization data, NPS, and stakeholder sentiment; act early when risk appears, not after a contract is already at risk.

• Build and maintain relationships at multiple levels of the client organization, including C-suite and VP-level stakeholders, to embed Momentive as a strategic partner.

• Lead quarterly business reviews (QBRs) with senior client stakeholders that connect product usage to the client's strategic goals and demonstrate clear value delivered.

• Own renewal readiness for your accounts: build the case well before contract dates, flag risk early, and coordinate with the Account Manager to ensure timely, confident renewals.

• Orchestrate cross-functional resources — Support, Product, Implementation, and Professional Services — to resolve client issues and keep accounts progressing.

• Track and report against key outcome metrics for your portfolio: Gross Revenue Retention (GRR), health scores, NPS, and product utilization. 

• Maintain accurate account records in Salesforce, including success plans, health notes, stakeholder maps, and renewal timelines

• Bring client feedback and portfolio-level patterns back to Product, Marketing, and Sales leadership so the roadmap and messaging reflect what enterprise clients need.

• Partner with the Account Manager on account strategy — coordinating on accounts with both retention and growth activity and contributing to a unified account plan.

• Build and refine scalable playbooks for onboarding, health recovery, and executive engagement that raise the bar for the entire Tier 1 segment.

We are looking for someone who brings

Experience:

• 5+ years in Client Success, Account Management, or a client-facing role in B2B SaaS, with direct experience managing enterprise or strategic accounts.

• A 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.

Technical/Computer Skills:

• 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.

Other Skills:

• Relationship-first mindset with the ability to build trust quickly at multiple levels of a client organization.

• Strong executive presence — comfortable facilitating senior stakeholder conversations and presenting data-driven insights with clarity and confidence.

• Proactive, structured approach to portfolio management: you know where every account stands, what the risk is, and what the next step is.

• Ability to synthesize complex information — client goals, product capabilities, usage data — into a clear and compelling success narrative.

• Strong written and verbal communication skills, including the ability to tailor messaging for both technical and non-technical audiences.

• Collaborative internal partner: you bring the right people in at the right time to serve clients well without creating noise.

• Willingness to travel as needed to meet with enterprise clients and support key account moments.