Scale to Win · 9 hours ago
Senior Client Success Manager
United States
Full-time
Remote
Mid, Senior Level
$95K/yr - $95K/yr
4+ years expScale to Win is a progressive political tech company that focuses on empowering campaigns through innovative tools. The Senior Client Success Manager will manage strategic accounts, drive revenue retention, and act as a trusted advisor to clients, ensuring they maximize the value of Scale to Win's offerings.
Professional ServicesSoftware
No H1B
Responsibilities
Full Lifecycle Ownership: Own a portfolio of strategic accounts through onboarding, engagement, expansion, and renewal
Revenue Accountability: Drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through proactive relationship management and identifying expansion opportunities
Account Health Monitoring: Utilize HubSpot and product usage data to identify at-risk accounts, intervening proactively to mitigate churn before it happens
Success Planning & Cross-Functional Alignment: Develop and execute account success plans that align Scale to Win’s capabilities with client campaign goals. Partner closely with the Sales team during the handoff to ensure continuity of vision, and collaborate with the We Text team (when required) to synchronize service delivery with the client’s strategic ROI targets
Executive Presence: Build and maintain trusted relationships with executive-level decision-makers and campaign managers, positioning Scale to Win as an indispensable partner. You will do this via Slack, regular consultative meetings, and at events (e.g. on-sites, conferences, etc.)
Strategic Reviews: Lead Executive Business Reviews (EBRs) and QBRs that use data-driven insights to tell compelling value stories to senior leaders
Strategic Onboarding & Project Management: Serve as the "Quarterback" for the client lifecycle, leading complex onboardings and product migrations with a project manager’s discipline. You will define timelines, organize internal resources, and proactively drive the project plan to ensure rapid time-to-value as our products and services evolve
Enablement Strategy: Design and deliver tailored training sessions and materials that simplify complex platform capabilities for users
Voice of the Customer: Synthesize recurring client pain points and field realities into actionable feedback for the Engineering and Product teams
Subject Matter Expertise: Serve as the "Power User" for all Scale to Win tools, guiding clients through optimal configurations and performance best practices
Technical Translation: Translate technical features into campaign, fundraising, and organizing value, helping clients maximize volunteer engagement and voter contact metrics
Cross-Functional Escalation: Coordinate with Engineering and Product to resolve complex technical blockers for strategic accounts
CSM Upskilling: Act as a peer-mentor to the existing team, helping them transition from a "Support/Ticket" mindset to a "Strategic Success" mindset
"The Blueprint" Development: Partner with the Sr Director to build and document the CSM playbook, including templates for Success Plans, QBR decks, and outreach cadences
Lead by Example: Demonstrate the "Proactive Outreach" model by sharing successful scripts, meeting structures, and relationship-building tactics with the wider team
Shadowing & Coaching: Lead "Ride-alongs" for junior team members, providing constructive feedback on their ability to command a room and navigate difficult renewal conversations
Cultural Catalyst: Foster a culture of accountability and curiosity, encouraging the team to dig deeper into "why" a client is using the tool rather than just "how."
Other Duties as Needed: This role description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Other duties may be assigned as needed to support the success of the team and organization
Qualification
Required
4+ years of Client Success or Customer Success experience managing a book of business
Proven track record of success with both GRR and NRR metrics across the full client lifecycle
Demonstrated ability to manage accounts from onboarding through renewal and expansion
Strong consultative skills including deep curiosity, root cause analysis over symptom treatment, and ability to guide clients to proven best practices
Skilled presenter capable of delivering effective, engaging training sessions and commanding executive-level business reviews
Strong technical aptitude with the ability to troubleshoot complex platform issues for non-technical users
Data-driven mindset with experience using analytics to inform account strategy and mitigate risk
Experience using HubSpot (or similar CRM) to manage client relationships and track account health
Experience working in politics or with nonprofits (campaign-level work, fundraising, organizing, or similar)
Benefits
401k matching up to 6% after a provisional period.
Ten paid company holidays, two floating holidays, and a week and a half-long holiday break at the end of the year.
Generous paid vacation (up to 24 days a year with time accrued monthly); paid sick leave; paid short-term medical, caregiver, bereavement, and other personal leave.
16 weeks of paid parental leave and an additional 4 weeks of part-time, fully-paid flex time. This is available to all new parents of any gender, including adoptive parents.
Fully-paid premium, $0 deductible, top-notch medical insurance, as well as dental and vision insurance, for you and your dependents.
Remote working with flexible working conditions, a stipend to support your home office setup, and access to a company computer.
Every employee is invited to donate 25,000 free texts to a non-profit of their choice each year.
To support continued professional growth and development, Scale to Win offers each employee an annual $2,000.00 stipend towards achieving your professional development goals.
Company
Scale to Win
Scale to Win texting and calling tools help political organizers, colleges, labor unions, and others in managing events.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Brendan Wiles
Founder
Nathan Rifkin
Partner
Company data provided by crunchbase