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As a Senior Client Success Manager, you will own the retention, expansion, and long-term success of a portfolio of strategic customers. This is a revenue-critical role responsible for driving net revenue retention through renewals, upsells, and cross-sell-while ensuring customers consistently realize meaningful value from Later's products and services.

You'll operate as a trusted advisor to senior stakeholders, balancing strategic planning with hands-on execution. Success in this role requires strong commercial judgment, executive-level communication, and the ability to proactively identify growth opportunities within complex customer organizations.

This role reports to the VP of Client Success and partners closely with Sales, Services, Product, and Finance to ensure customers grow with Later over time.

• Build and own Mutual Success Plans for all assigned customers, aligning their business objectives to measurable outcomes delivered through Later.
  
• Identify and proactively pursue expansion opportunities across products and services within your book of business.
  
• Develop and maintain account maps that identify key stakeholders, decision-makers, influencers, and succession risks.
  
• Bring a strategic, commercially minded perspective to customer engagement-connecting customer priorities to long-term partnership value.

• Own renewals, upsells, and cross-sell motions in partnership with Sales, accurately forecasting outcomes and managing pipeline health.
  
• Lead executive-level conversations with VPs and C-suite stakeholders, uncovering high-value business challenges and positioning Later as a strategic solution.
  
• Serve as the Voice of the Customer, translating customer insights into actionable feedback for Product, Services, and internal leadership.
  
• Ensure customers are realizing tangible ROI from Later's products and services through ongoing value articulation and outcome tracking.
  
• Maintain high operational rigor across forecasting, CRM hygiene, and internal communication.

• Partner closely with the Services team to scope, launch, and manage services engagements-ensuring seamless handoffs and delivery.
  
• Coordinate across Sales, Product, Support, Finance, and Services to remove friction and deliver a cohesive customer experience.
  
• Build durable, trust-based relationships with customers from onboarding through renewal, positioning yourself as a long-term advisor
• Share insights and learnings across the Client Success team to elevate performance, consistency, and best practices.

• Stay current on trends across influencer marketing, social platforms, and the broader martech ecosystem to proactively advise customers.
  
• Continuously refine your approach to account planning, stakeholder management, and revenue growth based on performance data.
  
• Contribute to the evolution of Client Success playbooks, frameworks, and scalable operating practices.

• Consistently delivers strong net revenue retention across assigned accounts through renewals and expansion.
  
• Builds deep, multi-threaded relationships with senior customer stakeholders, reducing churn risk and increasing account longevity.
  
• Accurately forecasts renewals and upsells, with clear visibility into risks and opportunities.
  
• Customers clearly articulate the business value and impact of working with Later.
  
• Acts as a trusted internal and external partner-bringing clarity, insight, and momentum to complex situations.

• 5+ years of experience in a revenue-owning role (Client Success, Strategic Account Management, Account Executive, or similar).
  
• Proven experience retaining and growing revenue within enterprise or mid-market accounts.
  
• Background in influencer marketing, martech, SaaS, or agency environments.
  
• Demonstrated success building and forecasting pipeline tied to renewals, upsells, and cross-sell.
  
• Exceptional written, verbal, and presentation skills, with the ability to influence senior decision-makers.
  
• Strong cross-functional collaboration experience across Sales, Product, Services, Support, and Finance.
  
• Track record of operating as a trusted advisor, translating customer goals into clear, actionable strategies.
  
• Ability to identify, engage, and retain key stakeholders in fast-changing customer organizations.
  
• Comfort operating in ambiguity, prioritizing effectively, and maintaining momentum in a high-growth environment.
  
• Nice to have: experience leveraging AI, automation, or operational tooling to scale customer success workflows.
  

• Driven by Impact: You deliver results that matter-prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear.
• Strategic & Customer-Centric: You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights.
• Curious & Growth-Oriented: You seek knowledge, ask sharp questions, and apply learnings fast-challenging the status quo with a mindset of improvement.
• Collaborative & Resilient: You thrive in change by staying resourceful, solution-focused, and positive-removing roadblocks, sharing insights, and keeping morale high.
• Accountable & Honest: You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth.
• Emotionally Intelligent: You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity.

We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.

Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only.

To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted. 

Additionally, all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package.

Salary Range: 

$130k-180k OTE USD

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