Senior Client Success Manager - New York, NY

Job Description

Job Description

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 Senior Client Success Manager reports to the Senior Director of Client Success and serves as the strategic advisor and executive relationship owner for a portfolio of Cordial's enterprise clients. Cordial operates a solutions-led model, meaning the Solutions team owns day-to-day client execution: platform configuration, technical problem-solving, and program delivery. The Senior CSM operates above that layer, accountable for client outcomes, commercial performance, and long-term strategic direction. This role is the connective tissue between the client's business goals and everything Cordial brings to bear on their behalf. Core focus areas include executive engagement, strategic roadmap development, full commercial ownership (renewals and upsells), AI-informed client strategy, escalation management, and proactive competitive positioning.

This role is located in NY and the individual must be willing to visit a client on average 2x per week in the city. 

WHAT YOU'LL DO

Serve as the strategic advisor. You are the client's most senior point of contact at Cordial. Not the day-to-day operator, but the person they call when they're thinking about where their program needs to go next. You bring a point of view, challenge their thinking, and connect their business goals to Cordial's capabilities in ways that drive measurable impact.

Own client outcomes, not client tasks. Cordial's Solutions team handles day-to-day execution. Your job is to ensure that work is always moving in the right direction, aligned to the client's success plan, tied to their business objectives, and delivered with the level of quality that retains and grows the relationship. You're accountable for outcomes.

Lead executive engagement. You own business relationships all the way to the C-suite within your client portfolio. You run executive business reviews, bring strategic recommendations, and position Cordial as a long-term growth partner, not just a vendor.

Drive the strategic roadmap. You develop and maintain a forward-looking success plan for each client that reflects their business priorities, martech strategy, and Cordial's evolving capabilities, including AI-driven features. You help clients think beyond their current program and see what's possible.

Own the full commercial relationship. You own renewals, upsells, and expansion end to end: from forecasting and opportunity identification through negotiation and contract execution. You proactively find growth by understanding where clients can go deeper with Cordial across new channels, expanded use cases, and emerging capabilities.

Bring AI into the conversation. You stay genuinely current on how AI is reshaping marketing: predictive personalization, send-time optimization, generative content, intelligent segmentation. You help clients understand how to apply these capabilities within Cordial and bring that fluency into every strategy conversation.

Manage escalations with authority. When something goes wrong, clients look to you. You lead escalations with calm and accountability, coordinating internally across Solutions, Product, and Engineering, and communicating clearly with client stakeholders until resolution.

Protect and grow the portfolio. You stay ahead of competitive threats, track client health proactively, and identify risk early. You don't wait for a renewal conversation to surface a problem.

Represent CS cross-functionally. You are the client's voice internally, partnering with Product, Engineering, Sales, and Marketing to surface client needs, inform the roadmap, and contribute to Cordial's go-to-market narrative.

WHAT YOU BRING

• 7+ years in an enterprise client-facing role at a SaaS company, with a strong preference for experience in email, SMS, or digital marketing technology
• A bachelor's degree or equivalent experience
• Experience operating in a solutions-led or delivery-led model where you owned strategy and outcomes while a technical team owned execution
• Full commercial ownership experience; you've carried a renewal and upsell number, managed forecasts, and driven net revenue retention across a portfolio
• A track record of building and maintaining VP and C-suite relationships within enterprise accounts
• Genuine technical curiosity; you can engage meaningfully with a client's data architecture and martech stack without needing to be the one building it
• Genuine curiosity about AI and its application in marketing technology; you follow the space, experiment with tools, and can translate AI capabilities into real business outcomes for clients
• Comfort using AI tools in your own workflow to drive efficiency, surface insights, and elevate the quality of client work
• Excellent communication skills across audiences; you can lead a strategic roadmap session with a CMO and hold your own in a technical escalation call
• A proven ability to work cross-functionally, particularly with Product, Engineering, and Sales
• Strong organizational skills; you manage a complex portfolio without losing track of the details that matter
• Comfort with ambiguity; you've thrived in fast-moving, high-autonomy environments before

BONUS POINTS

• Experience in the enterprise marketing automation space
• Familiarity with tools like JIRA, Harvest, or similar project and time-tracking platforms
• Hands-on experience with email or digital marketing technology, including personalization, segmentation, and advanced automation

COMPENSATION & BENEFITS

$115,000.00 - $145,000.00 base salary 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, and flexible time off. Additionally, we offer perks such as 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!

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.

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.