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Cordial is a marketing technology platform founded in 2014 that helps enterprise brands like Revolve, Abercrombie & Fitch, and L.L. Bean drive revenue growth through personalized customer communication across email, SMS, and mobile apps. The company emphasizes humanity and empathy in marketing technology.
The Senior Client Success Manager will serve as the strategic advisor and executive relationship owner for a portfolio of Cordial's enterprise clients. This role reports to the Senior Director of Client Success and operates at the strategic level above day-to-day execution. The Solutions team handles platform configuration and technical problem-solving, while this role focuses on client outcomes, commercial performance, and long-term strategic direction.
Key responsibilities include:
- Serve as the client's most senior point of contact at Cordial, providing strategic counsel on program direction and business goals
- Own client outcomes and commercial performance, including renewals, upsells, and competitive positioning
- Develop strategic roadmaps aligned with client business objectives
- Lead executive engagement and relationship management
- Manage escalations and proactive problem-solving
- Leverage AI-informed insights to drive client strategy
- Act as the connective tissue between client business goals and Cordial's capabilities
The role requires a strategic mindset, strong executive presence, and the ability to think beyond day-to-day operations. The position is based in New York with an expectation to visit clients approximately 2x per week in the city. This is a hybrid role with in-office presence required for client engagement.
