Senior Client Success Manager

Role Overview

Cascade AI is excited to announce a position for a Senior Client Success Manager. In this role, you will take charge of managing renewals, driving expansion, and facilitating strategic growth across our valued customer base.

This is a commercially focused role where you will oversee a portfolio of accounts, encourage product adoption, conduct Quarterly Business Reviews (QBRs), map key stakeholders, and unearth new expansion opportunities across various departments and workflows.

Your main goal is to ensure revenue retention and growth within our existing clients. Implementation is managed by a dedicated team, allowing you to concentrate on fostering relationships and enhancing account value.

Key Responsibilities

• Manage Renewals: Oversee renewal processes, including timelines and negotiation strategies, while proactively identifying potential risks and developing effective mitigation plans. Ensure that clients fully comprehend the value provided, maintain accurate forecasts, and uphold strong renewal hygiene.
• Drive Account Expansion: Strategically map accounts to identify new departments and stakeholder groups, highlight new workflow opportunities, and position Cascade's value to new executive buyers. Collaborate with Account Executives (AEs) on larger expansion efforts.
• Lead QBRs & Executive Engagements: Organize and conduct structured Quarterly Business Reviews, focusing on value delivered, ROI, and aligning with customer roadmaps. Build robust relationships at the executive level across various departments.
• Promote Adoption & Enhance Account Health: Analyze usage and engagement metrics, recommend strategies for improved adoption and integration, work closely with the implementation team to minimize time-to-value, and discern expansion signals within accounts.
• Account Strategy & Mapping: For each account, maintain an up-to-date map of executive stakeholders, pathways for expansion, risk assessments, and a quarterly action plan.

In this position, you will clearly articulate priorities, including growth strategies, potential risks, and necessary next steps.

Cross-Functional Collaboration: You will engage closely with the CEO, Sales, and Marketing teams for larger expansions and strategic selling opportunities, as well as with the Customer Success Implementation team for onboarding support. Your ability to influence without formal authority will be critical for success.

Who You Are:

• 5+ years in Account Management, Strategic Customer Success Management, or roles focused on post-sale revenue.
• Proven experience managing renewals and expansion quotas.
• Adept at navigating enterprise stakeholders and account mapping.
• Confident in leading discussions at the executive level.
• Commercially driven and focused on achieving revenue growth.

Bonus Qualifications:

• Experience selling across multiple departments within the same organization.
• Experience in B2B SaaS, HR technology, IT systems, or enterprise AI.

Requirements:

• At least 3 years of work experience focused on renewals.
• Ability to work in a collaborative onsite environment.
• 4+ years of experience in B2B software solutions.
• Preferably with an average deal size in US dollars.
• 3+ years of experience driving expansions.