About the Role

We are seeking a strategic, execution-driven, and process-obsessed Sr Manager of Client Success to lead and elevate our Client Success team.

Reporting to the SVP of Client Success & Partnerships, this role is responsible for translating high-level Client Success strategy into consistent, measurable execution across the team. While the SVP owns overall Client Success strategy, advancement prioritization, executive engagement, and expansion accountability, this leader ensures operational discipline, strong product adoption, retention performance, and high-quality client engagement across the portfolio.

We are looking for a player-coach who thrives in building process, creating order from ambiguity, and coaching a team to operate with confidence and rigor. You will lead and develop Client Success Managers (CSMs), implement scalable systems, raise execution standards, and personally manage a small portfolio of strategic accounts to model best-in-class performance. You bring structure without rigidity. You build clarity without slowing momentum. Most importantly, you enable your team to feel stronger, more capable, and more empowered over time.

The ideal candidate is both a strong people leader and a rigorous operator who thrives in fast-paced, high-growth environments. If you excel at driving accountability, building scalable frameworks, and elevating team capability, this role offers the opportunity to build and shape a high-performing Client Success team. Bonus points if you are hybrid out of our Boston office!

Key Responsibilities

Team Leadership & Capability Elevation

• Lead, coach, and develop a team of Client Success Managers (CSMs)

• Establish and track operational KPIs aligned to retention, adoption, and execution standards

• Conduct regular 1:1s, performance reviews, and structured development planning

• Onboard and ramp new CSMs with defined enablement and performance benchmarks

• Elevate consultative skillsets, business acumen, and executive-ready communication

• Coach CSMs to build strong, multi-threaded relationships, including senior-level stakeholders

• Raise the strategic quality and business impact of EBRs/QBRs

CSMs remain the primary relationship owners. The Manager ensures they operate confidently and effectively at increasingly senior levels.

Operational Excellence & Execution Discipline

• Ensure consistent execution of Client Success playbooks across all accounts

• Drive adherence to engagement cadence, success planning, and communication standards

• Enforce strong Salesforce hygiene and portfolio visibility, including:

  • Client activity documentation

  • Health score accuracy

  • Risk identification

  • Expansion signal tracking

• Hold the team accountable for responsiveness, follow-through, and consistency

• Identify and implement scalable process improvements

This role ensures clarity, repeatability, and performance discipline across the organization.

Product Advancement Execution

• Operationalize advancement priorities defined by the SVP

• Develop clear rollout plans for new features, enhancements, and solutions

• Ensure CSM readiness through structured enablement

• Hold the team accountable for proactive communication of advancements

• Monitor and report on adoption metrics and execution progress

• Ensure innovation translates into measurable client value

The SVP defines strategic direction; the Manager ensures disciplined execution.

Retention, Health & Risk Management

• Oversee portfolio health scoring accuracy and risk visibility

• Ensure proactive identification and management of churn signals

• Drive early intervention plans for at-risk accounts

• Partner with the SVP when executive engagement enhances risk mitigation or strategic alignment

Onboarding & Value Realization

• Oversee onboarding of new solutions and product expansions

• Ensure onboarding frameworks demonstrate early wins and measurable ROI

• Monitor time-to-value and client responsiveness

• Ensure CSMs consistently articulate business outcomes and impact

Strategic Account Ownership (Player-Coach Role)

• Manage a small portfolio of key accounts

• Serve as primary relationship owner for assigned accounts

• Model best-in-class Client Success execution, including:

  • Strategic account planning

  • Multi-level relationship development

  • Outcome-driven business reviews

• Drive adoption, retention, and value realization

• Partner with the SVP when industry thought leadership or executive-level advisory engagement enhances strategic impact

The SVP retains ownership of expansion strategy and executive sponsorship. The Manager ensures account readiness and disciplined execution in support of those motions.

Revenue Readiness & Expansion Enablement

• Ensure CSMs consistently identify and document expansion opportunities

• Maintain strong Salesforce visibility into expansion signals

• Prepare accounts for strategic expansion conversations led in partnership with the SVP

The SVP owns expansion revenue targets and executive accountability.

Reporting & Performance Visibility

Track and report on:

• Retention and churn trends

• Product adoption rates

• Health score accuracy

• EBR quality and completion

• Expansion pipeline hygiene

Provide execution insights to inform ongoing Client Success strategy.

About You

• 6+ years of experience in Client Success, Account Management, or Customer Success within B2B SaaS

• 3+ years of people management experience leading CSMs or account teams

• Strong operational mindset with experience building scalable processes and accountability frameworks

• Proven ability to drive retention, adoption, and client engagement outcomes

• Experience working with Salesforce or similar CRM systems with strong data hygiene standards

• Skilled at coaching consultative selling and executive-level communication

• Comfortable operating in a player-coach capacity

• Highly organized, detail-oriented, and execution-focused

• Thrive in fast-paced, high-growth environments where structure and discipline create leverage

About Posh

At Posh, we’re revolutionizing the way financial institutions serve their communities.

Through innovative AI solutions, we make customer support more accessible, fast, and enjoyable — for both callers and staff members. Our AI assistants span digital (web and mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve.

We believe the most successful AI products are built on a symbiotic relationship between humans and AI — each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with us.

Posh does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Compensation Range: $140K - $160K