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Salary: USD 80,000 - 115,000 / annual
Cordial is a marketing technology platform founded in 2014 that helps brands communicate more thoughtfully with customers through email, SMS, and mobile apps. The company works with major brands including Revolve, Abercrombie & Fitch, Realtor.com, and L.L. Bean.
The Client Success Manager (CSM) is responsible for ensuring the success of a portfolio of Cordial's Commercial clients. This is a strategic account ownership role where you serve as the primary client partner post-sale, though you'll also participate in pre-sales discovery conversations.
Key responsibilities include:
- Owning the complete client relationship, including success planning, executive engagement, and commercial management
- Creating and delivering comprehensive success plans for each client
- Acting as a quarterback to coordinate the broader Client Experience team (Technical Account Managers, Solutions Engineers, Deliverability team) toward agreed-upon goals
- Managing client cadence with planning, status, and review meetings
- Driving renewals and expansion by owning the commercial relationship end-to-end, including forecasting, negotiation, and contract execution
- Proactively managing competitive threats and identifying expansion opportunities
- Developing deep understanding of each client's business challenges and mapping Cordial's platform capabilities to their needs
- Problem-solving both strategic campaign challenges and technical implementation issues
- Partnering with Cordial's sales, marketing, product, and channel teams to align on client needs and success stories
- Participating in business development and discovery meetings with prospective clients
- Occasional travel to client sites (approximately 10% annually or less)
You will be characterized by relentless enthusiasm for understanding your clients' worlds and delivering meaningful business impact. The role requires balancing technical platform knowledge with strong commercial instincts and relationship-building skills.
REQUIREMENTS:
- Bachelor's degree
- 4+ years working in a client management role (both commercial and enterprise) at a SaaS company, preferably with CRM experience
- Balanced mix of strong technical aptitude and commercial instincts
- Excellent written and oral communication skills, especially in business settings; ability to communicate effectively with both technical and non-technical audiences
- Strong relationship-building skills and ability to work with all levels of a client's organization
- Self-starter: independent, organized, problem solver, passionate about detail
- Strong project management skills; capable of managing multiple projects and clients simultaneously
- Cross-functional collaboration skills, ideally with Product, Engineering, and Sales
- Negotiation skills
- Track record of delivering results in dynamic, autonomous startup environments
- Alignment with Cordial's values: communicate better, own it, solve client problems tenaciously, make waves
BONUS QUALIFICATIONS:
- Experience in the enterprise marketing automation industry
- Familiarity with tools such as Monday.com, Harvest, JIRA, or similar project/client success platforms
- Experience with email marketing, digital marketing technologies, personalization, optimization, and advanced marketing automation
