As a Senior Client Success Manager (Sr. CSM) at 2X, you bring strategic maturity and operational depth to managing high-complexity and enterprise-level accounts with a primary focus on client health, stakeholder engagement, and value realization. You’ll own a portfolio of accounts and play a key role in strategic partnerships alongside Client Partners where you may own key relationships, support critical work streams, and align client objectives to actionable 2X impact opportunities against the 2X value framework. In maximizing Client Success, your focus is on providing best-in-class Account Management, strategic support for 2X client relationships, and the ability to translate insights into action. You'll recognize early surfacing risks and identify opportunities for growth. You’ll proactively manage expectations, support KPI alignment, and ensure outcomes are optimized for both client success and 2X impact. As a senior team member, you may also support the development of your peers by mentoring CSMs and contributing to the evolution of Client Success best practices.
Key Responsibilities:- Own and manage a portfolio of accounts with responsibility for satisfaction, delivery health, and retention
- Support Client Partners on key strategic accounts by owning assigned work streams, deliverables, or service areas
- Coordinate onboarding activities, client communications, project timelines, and reporting workflows to ensure a smooth and consistent delivery experience
- Monitor account performance metrics (e.g., TTFV, CSAT, delivery quality) and surface actionable insights, risks, or opportunities for Client Partners
- Build trusted relationships with client stakeholders by responding to questions, tracking progress, and ensuring alignment to expectations
- Document and evolve internal processes, templates, and onboarding playbooks to support operational excellence and scale
- Represent the client voice and operational needs in internal delivery conversations and status forums
- Surface and act on client signals to unlock new areas for value creation and account growth
- Your Mindset
- Client-Obsessed: Deeply committed to supporting client goals and delivering operational excellence
- Detail-Oriented & Outcome-Driven: Brings rigor to client management with high degree of organization, while keeping outcomes and client impact front and center
- Collaborative & Adaptive: Operates with agility and empathy across global delivery teams and client situations
- Organized & Proactive: Plans ahead, anticipates needs, and thrives in high-growth environments
- Communicative & Clear: Provides clarity and confidence in communications, even amidst ambiguity or change
- Your Qualifications
- Multiple years of experience in client success, project management, or marketing operations roles (services, agency, or B2B environment preferred)
- Experience managing client communications, onboarding, and delivery coordination across cross-functional teams
- Strong command of marketing operations, KPIs, and platform workflows
- Demonstrated ability to prioritize, multitask, and operate with calm urgency
- Demonstrated leadership on accounts or mentorship of junior team members
