Senior Manager of Client Success
About the Role
We are seeking a strategic, execution-driven, and process-obsessed Sr Manager of Client Success to lead and elevate our Client Success team.
Reporting to the SVP of Client Success & Partnerships, this role is responsible for translating high-level Client Success strategy into consistent, measurable execution across the team. While the SVP owns overall Client Success strategy, advancement prioritization, executive engagement, and expansion accountability, this leader ensures operational discipline, strong product adoption, retention performance, and high-quality client engagement across the portfolio.
We are looking for a player-coach who thrives in building process, creating order from ambiguity, and coaching a team to operate with confidence and rigor. You will lead and develop Client Success Managers (CSMs), implement scalable systems, raise execution standards, and personally manage a small portfolio of strategic accounts to model best-in-class performance. You bring structure without rigidity. You build clarity without slowing momentum. Most importantly, you enable your team to feel stronger, more capable, and more empowered over time.
The ideal candidate is both a strong people leader and a rigorous operator who thrives in fast-paced, high-growth environments. If you excel at driving accountability, building scalable frameworks, and elevating team capability, this role offers the opportunity to build and shape a high-performing Client Success team.
Key Responsibilities
Team Leadership & Capability Elevation
Lead, coach, and develop a team of Client Success Managers (CSMs)
Establish and track operational KPIs aligned to retention, adoption, and execution standards
Conduct regular 1:1s, performance reviews, and structured development planning
Onboard and ramp new CSMs with defined enablement and performance benchmarks
Elevate consultative skillsets, business acumen, and executive-ready communication
Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders
Raise the strategic quality and business impact of EBRs/QBRs
CSMs remain the primary relationship owners. The Manager ensures they operate confidently and effectively at increasingly senior levels.
Operational Excellence & Execution Discipline
Ensure consistent execution of Client Success playbooks across all accounts
Drive adherence to engagement cadence, success planning, and communication standards
Enforce strong Salesforce hygiene and portfolio visibility, including:
Client activity documentation
Health score accuracy
Risk identification
Expansion signal tracking
Hold the team accountable for responsiveness, follow-through, and consistency
Identify and implement scalable process improvements
This role ensures clarity, repeatability, and performance discipline across the organization.
Product Advancement Execution
Operationalize advancement priorities defined by the SVP
Develop clear rollout plans for new features, enhancements, and solutions
Ensure CSM readiness through structured enablement
Hold the team accountable for proactive communication of advancements
Monitor and report on adoption metrics and execution progress
Ensure innovation translates into measurable client value
The SVP defines strategic direction; the Manager ensures disciplined execution.
Retention, Health & Risk Management
Oversee portfolio health scoring accuracy and risk visibility
Ensure proactive identification and management of churn signals
Drive early intervention plans for at-risk accounts
Partner with the SVP when executive engagement enhances risk mitigation or strategic alignment
Onboarding & Value Realization
Oversee onboarding of new solutions and product expansions
Ensure onboarding frameworks demonstrate early wins and measurable ROI
Monitor time-to-value and client responsiveness
Ensure CSMs consistently articulate business outcomes and impact
Strategic Account Ownership (Player-Coach Role)
Manage a small portfolio of key accounts
Serve as primary relationship owner for assigned accounts
Model best-in-class Client Success execution, including:
Strategic account planning
Multi-level relationship development
Outcome-driven business reviews
Drive adoption, retention, and value realization
Partner with the SVP when industry thought leadership or executive-level advisory engagement enhances strategic impact
The SVP retains ownership of expansion strategy and executive sponsorship. The Manager ensures account readiness and disciplined execution in support of those motions.
Revenue Readiness & Expansion Enablement
Ensure CSMs consistently identify and document expansion opportunities
Maintain strong Salesforce visibility into expansion signals
Prepare accounts for strategic expansion conversations led in partnership with the SVP
The SVP owns expansion revenue targets and executive accountability.
Reporting & Performance Visibility
Track and report on:
Retention and churn trends
Product adoption rates
Health score accuracy
EBR quality and completion
Expansion pipeline hygiene
Provide execution insights to inform ongoing Client Success strategy.
About You
6+ years of experience in Client Success, Account Management, or Customer Success within B2B SaaS
3+ years of people management experience leading CSMs or account teams
Strong operational mindset with experience building scalable processes and accountability frameworks
Proven ability to drive retention, adoption, and client engagement outcomes
Experience working with Salesforce or similar CRM systems with strong data hygiene standards
Skilled at coaching consultative selling and executive-level communication
Comfortable operating in a player-coach capacity
Highly organized, detail-oriented, and execution-focused
Thrive in fast-paced, high-growth environments where structure and discipline create leverage
About Posh
At Posh, we’re revolutionizing the way financial institutions serve their communities.
Through innovative AI solutions, we make customer support more accessible, fast, and enjoyable — for both callers and staff members. Our AI assistants span digital (web and mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve.
We believe the most successful AI products are built on a symbiotic relationship between humans and AI — each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with us.
Posh does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.