Strategic Client Success Manager, Enterprise

About this role

ABOUT CORDIAL

We founded Cordial in 2014 on the belief that there should be more humanity and empathy in marketing—both in how brands communicate with their customers and in how technology companies work with brands. We built our company and platform purposefully, driven by a desire to inspire more thoughtful communication and to create experiences that feel more personal and human—for consumers, for the people at the companies we work with, and for Cordial employees. Today, brands like PacSun, Revolve, Abercrombie & Fitch, Realtor.com, L.L. Bean and Forbes rely on Cordial to drive revenue growth by sending a better message.

We chose the name Cordial to symbolize how we empower our clients to communicate with their customers, as well as how we do business: with transparency, collaboration, and trust. We're building a passionate team of individuals willing to learn, grow, and be thoughtfully challenged on a daily basis to continuously improve our product, company, and culture every single day.

OUR VALUES

• Communicate better than the rest

• Own it, every time

• Solve client problems tenaciously

• Make Waves

POSITION SUMMARY

The Strategic Client Success Manager, Enterprise reports to the Senior Director of Client Success and serves as the most senior client-facing leader within Cordial’s Customer Experience organization. This role is designed for someone who has spent a career building deep enterprise relationships and knows how to operate at the intersection of business strategy, commercial ownership, and organizational leadership. The Strategic CSM owns a portfolio of Cordial’s largest and most complex enterprise accounts, and directly manages one CSM who handles program-level execution within that shared book of business. Cordial operates a solutions-led model, meaning the Solutions team owns technical day-to-day delivery. The CSM manages client program health and execution. The Strategic CSM operates at the highest level: owning the executive relationship, setting strategic direction, driving commercial outcomes, and ensuring the entire team is aligned and performing. This is a player-coach role that requires equal parts client leadership and people development.

WHAT YOU’LL DO

Own the executive relationship. You are Cordial’s most senior point of contact for your portfolio of enterprise accounts. You operate at the C-suite level, building relationships that extend beyond any single initiative or contract cycle. You are the person clients call when they are thinking about their business, not just their platform.

Set the strategic direction. You develop and own the long-term success plan for each account, connecting the client’s business priorities to Cordial’s evolving capabilities. You think in years, not quarters, and you help clients see possibilities they haven’t considered yet. AI-driven capabilities are a natural part of how you frame what’s next.

Lead and develop your CSM. You directly manage one CSM who shares your book of business. Your CSM owns the program layer: client health, cadence management, success plan execution, and day-to-day relationship continuity. Your job is to set them up for success, coach them through complex situations, and ensure they are developing into stronger client leaders. You are accountable for their performance and growth.

Drive full commercial ownership. You own the complete commercial relationship across your portfolio: renewals, upsells, and expansion. You carry a significant book and are expected to grow it. You forecast with accuracy, negotiate with confidence, and identify expansion opportunities well before a renewal conversation begins. You understand your clients’ martech ecosystems deeply enough to know where Cordial can and should go deeper.

Operate in a three-layer model. Cordial’s delivery model has three layers working in concert: Solutions owns technical execution, your CSM manages program delivery, and you hold strategy and executive accountability. You orchestrate across all three, ensuring alignment without creating noise. You know when to step in and when to let your team lead.

Bring AI into the conversation. You stay genuinely current on how AI is reshaping marketing: predictive personalization, send-time optimization, generative content, intelligent segmentation. You help clients understand how to apply these capabilities within Cordial, and you model the use of AI tools in your own workflow to drive efficiency and elevate the quality of your work.

Manage escalations at the highest level. When a situation requires executive presence, you are there. You lead complex escalations with composure, coordinate across Solutions, Product, and Engineering, and communicate with clarity to client leadership until resolution. You protect the relationship even when the situation is difficult.

Protect and grow the portfolio. You track account health across your book with a critical eye, identify risk early, and act before problems surface in a renewal conversation. You stay ahead of competitive threats and position Cordial’s value proactively and continuously.

Shape the practice. At this level, you contribute beyond your own book of business. You bring perspective to how the CS organization operates, mentor peers, and partner with leadership on the processes, tools, and standards that make the broader team better.

Represent CS cross-functionally. You are a senior voice for the client inside Cordial, partnering with Product, Engineering, Sales, and Marketing to surface enterprise needs, influence the roadmap, and contribute to the company’s go-to-market strategy. You participate in business development conversations and help shape how Cordial shows up for its most strategic prospects.

WHAT YOU BRING

• 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

• A bachelor’s degree or equivalent experience

• People management expe

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