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 p