Senior Client Success Manager

Red Hawk Technologies is looking for a Senior Client Success Manager to own our “Summit” book of business - our largest accounts. This is a senior, client-facing strategic role for someone who has negotiated renewals, advised on technology roadmaps, and protected margin across a book of accounts.

Key Responsibilities

• Account Ownership & Relationship Management
  • Own the full commercial relationship and project success for a book of approximately 12 high-value accounts.
  • Serve as the named point of contact these clients call for anything commercial.
  • Attend and lead all client meetings for your accounts, from working sessions to executive-level check-ins.
• Strategic Advisory & Renewals
  • Lead formal quarterly business reviews (QBRs) for every account in your book.
  • Negotiate and structure contract renewals and extensions within company-approved commercial guardrails.
  • Act as a trusted advisor on clients’ technology roadmaps, shaping future scope in a way that fits Red Hawk’s delivery models.
• Margin Protection & Escalation
  • Own budget-status and retainer-burn conversations with clients.
  • Approve change orders within your authority; escalate anything touching pricing, contract terms, or account risk to the Client Director.
  • Work with the project team to catch and resolve scope-creep or renewal risk before it surprises the client or Red Hawk.
• Cross-Functional Collaboration
  • Receive formal handoff of new Summit accounts and feed delivery insight back to sales for future pitches.
  • Report account health, renewal risk, and revenue forecasts to the Client Director; coordinate success stories with marketing.
  • Partner with technical leads on roadmap and architecture discussions, translating trade-offs into business terms for the client.
  • Negotiate bug-fix SLAs with QA and facilitate executive-level design reviews.
  • Own billing-milestone and change-order sign-off for your book; loop in Client Director for renewal negotiations, contract amendments, and new-phase SOWs.
• Team Leadership & Mentoring
  • Mentor the Client Success Manager and Client Success Coordinator, in partnership with the Client Director.
  • Serve as the Client Director’s primary backup for QBR delivery and escalation coverage across the portfolio.

Qualifications & Requirements

• 5–8+ years in strategic account management, client success, or a comparable relationship-management role — ideally in custom software, managed services, or a professional-services/consulting environment.
• Demonstrated experience negotiating contract renewals and navigating complex, multi-stakeholder client organizations.
• Strong financial literacy: comfortable reading and explaining a retainer burn report or margin summary to a non-technical stakeholder.
• Working fluency in the software development lifecycle. You don’t need to have been an engineer, but you need to keep up in the room and continue to immerse yourself in technical tooling for efficiency and competence.
• A track record of holding a boundary with a client on scope without damaging the relationship.
• A “farmer,” not “hunter,” mindset — this role is measured on retention, margin, and client health, not new-logo commission.

We Offer

• $110,000 base salary and corporate benefits
• Bonuses based on net revenue retention, margin-to-target adherences, Summit-tier renewal rate, client satisfaction scores, and mentoring impact
• Remote-first role with priority given to candidates in Ohio and Northern Kentucky