SaaS Client Success Manager

About This Opportunity

We are representing a confidential SaaS organization that provides digital experience platforms to destination marketing organizations, tourism boards, government agencies, and economic development entities across North America. Our talent team is seeking a Client Success Manager to own day-to-day account management for a diverse portfolio of public-sector and quasi-public clients.

This is a hands-on role where you will personally conduct onboarding calls, monitor product adoption, manage renewals, and provide direction to a small team of Client Success Specialists. You'll serve as the primary relationship manager for clients while contributing to process development and representing client needs in internal strategy discussions.

Responsibilities

• Client Onboarding: Lead welcome calls and kickoff meetings for new accounts; coordinate with implementation teams to track milestone completion; deliver product demonstrations tailored to client workflows; conduct end-of-onboarding reviews and satisfaction surveys
• Account Management: Maintain direct ownership of an assigned portfolio spanning DMOs, government agencies, parks departments, and economic development organizations; conduct regular check-ins calibrated to client tier and health; connect product features to client outcomes including visitor engagement metrics and grant reporting requirements
• Health Monitoring & Risk Management: Maintain health scores using usage data, survey results, and relationship signals; identify at-risk accounts based on early indicators like declining usage or key contact changes; document and execute save plans; escalate concerns to leadership with clear context and recommendations
• Renewal Management: Carry direct responsibility for retained revenue across your portfolio; initiate renewal conversations well in advance of contract end; negotiate within approved parameters; prepare contracts and track signature status; escalate pricing or invoicing concerns appropriately
• CRM & Data Stewardship: Keep company and deal records current; manage lifecycle stages, health scores, and onboarding playbooks; lead periodic database reviews to ensure accuracy and clean segmentation
• Team Collaboration: Provide day-to-day guidance to Client Success Specialists on client communication, issue resolution, and account management best practices; serve as a resource for complex situations; contribute to playbook development and internal product discussions

What We're Looking For

Required Background:

• Direct experience working with or for destination marketing organizations, tourism boards, government agencies, economic development organizations, or parks & recreation departments
• Understanding of how public-sector and quasi-public organizations operate, including board cycles, grant-funded budgets, fiscal year planning, and multi-stakeholder decision-making
• Proven ability to manage client relationships through full subscription lifecycles, including onboarding, adoption, and renewal
• Experience with CRM platforms and client management systems
• Strong consultative approach with careful listening and thoughtful problem-solving skills

Preferred Experience:

• Marketing, digital, or partnership roles within DMOs or government agencies
• Selling marketing services or SaaS solutions to destinations, tourism entities, or public-sector organizations
• Familiarity with co-op programs, visitor guide campaigns, itinerary tools, or digital engagement platforms used in destination marketing
• Knowledge of visitor center engagement metrics, grant reporting requirements, and economic development KPIs

Professional Qualities:

• Dependable and consistent in following through on commitments
• Collaborative with willingness to share knowledge and provide guidance
• Detail-oriented with strong attention to accuracy in CRM management and contract administration
• Comfortable with SaaS platforms and willing to develop fluency in new tools
• Autonomous with sound independent judgment; knows when to escalate
• Adaptable in fast-paced, evolving environments
• Composed under pressure with professional demeanor

Position Details:

• Fully remote position; US Eastern Time Zone (8 AM – 5 PM ET)
• Candidates in US Eastern or Central Time Zone preferred
• Full-time exempt role; minimum 40 hours per week
• Contract-to-hire structure: 90-day evaluation period as 1099 contractor, converting to W2 with benefits upon successful completion
• Tools include Slack, Zoom, Google Meet, and various CRM/project management platforms

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to assess your background and fit for this role. Qualified candidates will be submitted to our client for consideration. Please do not attempt to contact the client directly, as all communication must flow through our talent team to ensure a structured and professional process.

Pay

Compensation for this role is commensurate with experience and will be determined based on relevant qualifications and geographic location. Specific pay details will be discussed during the screening process.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic under applicable law.