Manager, Client Success & Performance

Company Description

SalesMail is revolutionizing outbound sales and relationship-building with personalized video messaging — the easiest and most effective way to send branded, trackable videos via email, text, and CRM integrations. Our SaaS platform helps high-performing teams in Senior living, Multifamily Housing, Real Estate, and beyond stand out from the competition, build trust faster, accelerate sales cycles, and book more meetings/tours (customers typically see 2–3 extra meetings per month).

We're growing rapidly and looking for a hungry, results-driven CSS to join our team and own the client experience.

About the Role

The Manager, Client Success & Performance leads a team of Client Success professionals while managing their own book of business. This player-coach role is accountable for driving customer adoption, retention, and long-term value across both individual and team portfolios. The position owns team performance standards, customer health outcomes, and disciplined execution of Client Success processes, with direct impact on Net Revenue Retention (NRR).

At SalesMail, we’re proud to be “customer service freaks.” We care deeply about our clients’ experience, sweat the details, and go above and beyond to delight the client every step of the way. World-class customer service isn’t a department- it’s a mindset - and this role is expected to embody that standard in every interaction.

Key Responsibilities

Team Leadership & Performance

• Onboard, lead, and develop a high-performing team of Client Success Specialists
• Conduct regular 1:1s, performance reviews, and development conversations
• Set clear expectations around ownership, accountability, and outcomes
• Serve as escalation point for complex or high-risk accounts

Retention, Risk & Adoption

• Own retention performance against individual and team portfolios
• Proactively identify at-risk accounts and lead structured mitigation strategies
• Drive consistent customer adoption and value realization
• Help customers connect product usage to meaningful business outcomes

Process & Cross-Functional Collaboration

• Process incoming orders in Zoho and assign to a team member.
• Ensure disciplined execution of Client Success processes, playbooks and QBRs
• Maintain high data integrity and visibility into account health within CRM
• Partner with Sales on handoffs, renewals, and expansion readiness
• Work with Product and Support to surface customer feedback and trends

What Success Looks Like

• Team-level retention and NRR targets are consistently achieved
• Risks are identified early and mitigated effectively
• Clear visibility into customer health across the portfolio
• High adoption rates across managed accounts
• A confident, accountable, and performance-driven Client Success team
• Clients consistently describe their experience as positive and memorable

Qualifications

Required

• 3+ years of experience in Client Success, Account Management, or a related role
• Prior people management or team leadership experience
• Experience in SaaS or subscription-based businesses
• Comfort owning retention metrics and customer outcomes
• Strong communication, coaching, and problem-solving skills
• Strong product skills to answer team members’ questions
• Ability to balance empathy with accountability

Experience in senior living or other relationship-driven industries is a plus.