Cordial Experience Inc. - Strategic Client Success Manager, Enterprise

• Own the executive relationship. You are Cordial’s most senior point of contact for your portfolio of enterprise accounts. You operate at the C-suite level, building relationships that extend beyond any single initiative or contract cycle. You are the person clients call when they are thinking about their business, not just their platform. • Own the executive relationship. • Set the strategic direction. You develop and own the long-term success plan for each account, connecting the client’s business priorities to Cordial’s evolving capabilities. You think in years, not quarters, and you help clients see possibilities they haven’t considered yet. AI-driven capabilities are a natural part of how you frame what’s next. • Set the strategic direction. • Lead and develop your CSM. You directly manage one CSM who shares your book of business. Your CSM owns the program layer: client health, cadence management, success plan execution, and day-to-day relationship continuity. Your job is to set them up for success, coach them through complex situations, and ensure they are developing into stronger client leaders. You are accountable for their performance and growth. • Lead and develop your CSM. • Drive full commercial ownership. You own the complete commercial relationship across your portfolio: renewals, upsells, and expansion. You carry a significant book and are expected to grow it. You forecast with accuracy, negotiate with confidence, and identify expansion opportunities well before a renewal conversation begins. You understand your clients’ martech ecosystems deeply enough to know where Cordial can and should go deeper. • Drive full commercial ownership. • Operate in a three-layer model. Cordial’s delivery model has three layers working in concert: Solutions owns technical execution, your CSM manages program delivery, and you hold strategy and executive accountability. You orchestrate across all three, ensuring alignment without creating noise. You know when to step in and when to let your team lead. • Operate in a three-layer model. • 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 you model the use of AI tools in your own workflow to drive efficiency and elevate the quality of your work. • Bring AI into the conversation. • Manage escalations at the highest level. When a situation requires executive presence, you are there. You lead complex escalations with composure, coordinate across Solutions, Product, and Engineering, and communicate with clarity to client leadership until resolution. You protect the relationship even when the situation is difficult. • Manage escalations at the highest level. • Protect and grow the portfolio. You track account health across your book with a critical eye, identify risk early, and act before problems surface in a renewal conversation. You stay ahead of competitive threats and position Cordial’s value proactively and continuously. • Protect and grow the portfolio. • Shape the practice. At this level, you contribute beyond your own book of business. You bring perspective to how the CS organization operates, mentor peers, and partner with leadership on the processes, tools, and standards that make the broader team better. • Shape the practice. • Represent CS cross-functionally. You are a senior voice for the client inside Cordial, partnering with Product, Engineering, Sales, and Marketing to surface enterprise needs, influence the roadmap, and contribute to the company’s go-to-market strategy. You participate in business development conversations and help shape how Cordial shows up for its most strategic prospects. • Represent CS cross-functionally.