Senior Client Success Manager

Social Nature

8d • $90,000 - $105,000 • Remote

About The Position

At Social Nature, our relationships with brands are at the heart of how we grow. Brands see us as an extension of their shopper marketing and insights team. They use Social Nature to drive trials for new product launches, run retail-specific offers to drive incremental sales, and surface the shopper insights needed to win at the shelf. We win when our customers get on more retail shelves and into more consumer cupboards. Your mission is to keep brands growing on our platform through superb execution and strategic account expansion. By leveraging your expertise to influence campaign strategy and recruitment tactics, you’ll ensure clients hit their KPIs and view Social Nature as an indispensable growth partner. This is a 15-month maternity leave contract with the potential for a permanent role for the right candidate. We need a leader who will come in and make an immediate impact: deepening relationships with enterprise accounts, identifying expansion opportunities, and building the kind of client experience that makes continuing to work with us a natural outcome. Beyond client delivery, retention, and expansion objectives, this role encompasses process development, escalation management, and deep cross-functional collaboration. You'll work closely with the Sales, Product, and Marketing teams, bringing the 'voice of the client' into decisions that shape our product roadmap, go-to-market strategy, and delivery of value. This role reports directly to the VP of Client Success & Operations.

Requirements

• 5+ years of client success experience, specifically within a marketing agency or the CPG industry.
• A demonstrated track record of driving expansion and retaining accounts. You bring frameworks and a repeatable approach to identifying risk, creating value, and capturing upsell opportunities.
• Comfortable with client escalations and executive-level communication, you can hold your own in senior client conversations and bring calm and clarity to difficult situations.
• Skilled at translating client feedback, trends, and data into actionable recommendations for product and process improvements, and experienced in working cross-functionally to implement them.
• A polished communicator - whether you're delivering a QBR, pitching an idea internally, or navigating a tough client conversation, you know how to frame your message in a way that builds confidence and moves things forward.
• Strong analytical skills, with the ability to turn data into insights relevant and meaningful to clients.
• Previous experience mentoring other team members
• Able to manage multiple and often competing priorities without losing sight of what matters most - a reflection of our Focus on Impact leadership principle.
• Adaptable and comfortable working with ambiguity and finding a path forward even when things aren't perfectly defined.

Responsibilities

• Manage a portfolio of high-growth and enterprise accounts with a focus on Net Revenue Retention (NRR).
• Apply a structured approach to retention and expansion, identifying upsell opportunities, anticipating churn risk, and acting on both before they become issues.
• Develop marketing strategies aligned with the brand’s retail launch calendar, ensuring Social Nature drives impact in specific high-priority regions or retailers year-round.
• Deliver tailored engagement that reflects each client's investment level and business goals, positioning Social Nature as an indispensable marketing partner.
• Maintain a consistent client engagement cadence across your portfolio: QBRs, structured check-ins, and proactive communication that keep clients aligned, informed, and confident in the partnership.
• Communicate campaign performance and insights with clarity and impact, tailoring your storytelling to each client's business objectives and translating results into meaningful, actionable takeaways.
• Act as the 'Voice of the Client' and identify gaps in our current offering to our Product team.
• Share success stories with our B2B marketing team to amplify our client results and contribute to the case studies and content that help us win new business.
• Collaborate with Sales to ensure a seamless hand-off and early identification of upsell levers during the onboarding phase.
• Approach challenges collaboratively. Whether it's a campaign underperforming, campaign recruitment lagging, or a client ready to expand beyond current capacity. You'll pull in the right internal team members and drive toward a win-win solution.
• Share learnings and opportunities with the VP and leadership team, presenting clearly and with a point of view.
• Serve as the first point of escalation for campaign issues, performance concerns, client dissatisfaction, or churn risk, bringing composure and a clear resolution path.
• Monitor account health signals across the portfolio, connecting engagement patterns, performance data, and client sentiment to anticipate and mitigate churn risk before it materializes.
• Directly manage and develop our other Client Success Manager, building their capacity to think like a strategist and move beyond tactical execution.
• Report on key metrics, including retention, expansion, churn analysis, and flag when they are off track with a proposed recovery path.

Benefits

• Full Employee Benefits: This is a fixed-term employment role; you will receive the same comprehensive benefits and PTO as our permanent staff from Day 1. You'll get health, dental, and vision benefits, an annual $1,200 wellness spending account (gym pass, running shoes, bike, etc.), and a $500 home office improvement stipend (standing desk, ergonomic chair, etc.) to support our remote-first work environment.
• Time to Take Care of Yourself: 30 PTO days per year, including 15 days annual vacation, 3 personal days, and 12 designated company holidays. All team members also enjoy a flex week (with a focus on 80% R&R) between Dec 24–Jan 1 to recharge for the new year.
• Team Events: We believe a team that takes time to play together stays together. We regularly host virtual and in-person events throughout the year for connection and collaboration.
• Work That Makes a Difference: Align your work with your values and help build a more sustainable future. Join us in our mission to help more people make the switch to healthy and sustainable products.
• Competitive Compensation: Competitive base salary plus eligibility for a performance-based incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees