Client Success Manager
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 Client Success Manager (CSM) is responsible for ensuring the success of a portfolio of Cordial’s Commercial clients. The CSM is a true client partner, a strategic account owner, who works diligently to advocate and align technology and expertise on behalf of the client. The CSM is the owner of the entire client relationship post-sale, but is included in pre-sales discovery conversations with prospective clients. Key focus areas include owning the client success plan, executive engagement, commercial relationship, and proactively managing competitive threats.
YOU WILL
- Be client obsessed. You are characterized most by your relentless enthusiasm to immerse yourself in your clients world, learning how to change behaviors and processes that deliver meaningful business impact to your clients.You practice client management techniques that demonstrate you understand the difference between creating a happy client and a successful client, and manage their portfolio accordingly.
- Think “big picture.” You will learn, comprehend and internalize the client's definition of success with regards to Cordial and the client’s broader business. You will develop a comprehensive understanding of business challenges faced by clients and objectives to appropriately map Cordial features and business benefits to address client needs.
- Act as a Quarterback. You will create and deliver success plans for each client and ensure the broader Client Experience team (Technical Account Managers, Solutions Engineers and Deliverability team) stays on task to achieve agreed upon goals as stated in the plan. You will own the client cadence (planning/status/review meetings) and organization of the program.
- Have some technical chops. You will achieve a deep understanding of Cordial’s platform and its value proposition in addition to demonstrating the platform’s capabilities.
- Be a problem solver. The ability to problem solve both strategic campaign challenges related to client messaging programs and the technical solutions implemented for our clients is a must.
- Take the driver’s seat. You will drive timely renewals by owning the commercial relationship end to end, including forecasting, negotiation and execution of contracts. You will focus on the continual expansion of Cordial’s integration with the client to drive even greater levels of client success. In other words, you will drive exponential rates of renewal, expansion and advocacy in Cordial’s client base. Drive, drive, drive! Partner like a boss. You will partner with Cordial’s Channel Growth & Partnership team to align technology and service partners with clients.
- Wear your business hat. You will participate in business development and discovery meetings with prospective clients. Prospective clients will love you and ask where to sign. You will also partner with Cordial’s sales, marketing and product development team to align on client needs, use cases and success stories.
- Will have opportunities to travel to client sites for various business meetings approximately 10% of the time (or less) annually, but will vary based on the assigned client base.
ABOUT YOU
- You are seasoned. You have a Bachelor’s degree and 4+ years working in a client management role (both commercial and enterprise) at a SaaS company, preferably with experience in CRM.
- You have a balanced mix of strong technical aptitude and commercial instincts.
- You’re a relationship builder. You love working with and building long term relationships with all levels of a client’s organization.
- You are a Self-Starter. You are independent, organized, a problem solver, and passionate about detail.
- Communication is a breeze for you. You have excellent written and oral communications skills, especially in a business setting. You have a knack of communicating effectively with both technical and non-technical audiences.
- You navigate well in organizations. You can seamlessly work cross functionally, ideally with Product, Engineering and Sales. You’re a team player. You love to win negotiations. You have very smart and cordial negotiation skills.
- You have strong project management skills. You are capable of managing multiple projects and clients at the same time.
- You don’t mind a little chaos. You have a track record of delivering phenomenal results in a dynamic, autonomous start-up environment.
- Last but not least, you embody Cordial’s values.
BONUS POINTS IF YOU:
- Have experience in the enterprise marketing automation industry.
- Have used Tools such as:, Harvest (Time Tracking), Client Success, JIRA, etc.
- Have experience working with email marketing and digital marketing technologies, including personalization and optimization technologies, and advanced marketing automation.
COMPENSATION & BENEFITS
$80,000.00 - $115,000.00 annually. The compensation range may be adjusted based on experience and location. In combination with base salary, Cordial's compensation package includes equity and bonus, a robust benefit plan (medical/dental/vision/life), 401k match, flexible time off. Additionally, we offer perks such as monthly wellness and cell phone stipends, childcare and continued education yearly reimbursements. We pride ourselves in maintaining a healthy work/life balance, a strong dedication to DE&I efforts, and an overall respectful and open culture!
WORK AUTHORIZATION
As of January 1, 2026, Cordial does not provide visa sponsorship, visa transfers, immigration support, or employment-related documentation for immigration purposes, including letters supporting visa applications, renewals, transfers, or work authorization, for new hires.
Cordial is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability status, sex (including pregnancy), age, gender, gender identity or expression, sexual orientation, marital status, veteran status, or any other characteristic protected by law.
Cordial is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Skills
As published by greenhouse · 14 questions · 1 written answer
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (3)
- LinkedIn Profile
- Please provide us with a base salary number that you are looking for in our position. It should look something like this: $XX,XXX.YY.
- Please provide us with a base salary number that you are looking for in our position. It should look something like this: $XX,XXX.YY.
Pick from a list (10)
- This position requires current and ongoing authorization to work in the United States without employer sponsorship. As of January 1, 2026, Cordial does not provide visa sponsorship, visa transfers, immigration support, or employment-related documentation for immigration purposes, including letters supporting visa applications, renewals, transfers, or work authorization, for new hires. Are you currently authorized to work in the United States without employer sponsorship, and will you require sponsorship or immigration-related support from Cordial at any point now or in the future? Employment authorization will be verified as required by law.
- Do you reside in the United States?
- The base salary range for this role is listed in the job posting. If an offer were extended, would you be willing to accept within this posted range?
- Are you comfortable with approximately 10% travel annually to client sites?
- How many years of experience do you have in a client-facing account management or customer success role at a SaaS company?
- Do you have experience owning commercial renewals and contract negotiations end to end?
- Have you worked with email marketing, marketing automation, or CRM platforms in a professional capacity?
- How many client accounts have you managed simultaneously in a recent role?
- Consent to Receive Recruiting Text Messages (Optional) By selecting "Yes," you expressly consent to receive text messages from our Recruiting and Talent Acquisition team regarding your job application, interview scheduling, recruiting events, hiring updates, and other employment-related communications. Message frequency may vary. Standard message and data rates may apply. Consent is voluntary and is not a condition of employment, consideration for employment, or participation in the recruiting process. You may withdraw your consent and opt out of receiving text messages at any time by replying STOP or by contacting us directly. Your personal information will be handled in accordance with our applicable privacy policies and notices, including any California privacy disclosures provided to applicants where required by law. Do you agree to receive text messages from our Recruiting and Talent Acquisition team? Yes, I consent to receive recruiting-related text messages. No, I do not consent to receive recruiting-related text messages. optional
- I confirm that the mobile phone number I provided belongs to me and that I am authorized to receive text messages at that number. optional
Written answers (1)
- Is there anything else you'd like us to know about your background or qualifications for this role? optional