Client Services Manager

Client Services Manager

Gummicube is looking for a dedicated Client Services Manager to lead our award-winning team of account coordinators specializing in our enterprise / strategic accounts ($4M+ ACV). You will be directly managing a team of 5-10 coordinators while working directly with company leadership. You will be responsible for ensuring that the department is delivering value to all partners, driving customer success outcomes and revenue expansion across our largest accounts, while also working to expand team P&L.

What You'll Do :

• Oversee your immediate team of coordinators and day-to-day operations focused on enterprise customer success
• Lead either our Account Management team focused on client relationship management or our Strategy team focused on strategic account planning (specific team assignment based on experience and company needs)
• Collaborate cross-functionally with marketing, data, and creative teams to plan and support complex client needs for large accounts
• Serve as liaison between the Accounts & Client Services team and Executive Leadership
• Onboard and continuously train teams on Gummicube technologies, methodologies, strategies and implementation of process and compliance requirements for enterprise-level service delivery
• Meet weekly with Coordinators and Sr. Coordinators to understand account performance, offering insights and guidance with strategy focused on customer success outcomes
• Create cadences of account reviews, working with team members to identify areas of improvement and upsell / cross-sell opportunities across enterprise accounts
• Act as the client's first line of support behind account owners, able to negotiate deliverables and timing within reason based on complex enterprise client demands and team turnarounds
• Report relevant metrics and relationship notes to Executive Leadership including customer health scores, expansion opportunities, and retention risks
• Analyze trends and execute marketing strategies aligned with short and long-term objectives to drive customer expansion and retention
• Work with team members, account managers and senior leadership to co-develop / support account plans and strategies for delivery, growth, and customer success metrics including net revenue retention
• Create business strategies to successfully achieve client business goals and drive measurable customer success outcomes
• Navigate ambiguity and manage shifting priorities, leading others to overcome roadblocks and adapt to change while maintaining enterprise service levels
• Proactively perform risk mitigation and serve as the escalation point of contact in issue resolution for high-stakes enterprise situations

What We're Looking For :

Work Location & Travel Requirements :

Airship's 'Digital First' approach to work means that for the majority of our roles, work can be performed remotely, either some or most of the time. Airship believes that flexible work contributes to a more productive and more equitable work environment, and that Airshippers are able to collaborate, innovate, and support one another across different locations and timezones.

Some roles may require that employees perform their work from a specific location to support business activities, and / or be within proximity to an Airship office location or customer or partner locations, while other roles can be performed 100% remotely.

This position is fully remote and may require up to 10% travel based on business needs or as requested by your manager.

Compensation :

Airship's compensation is determined by a variety of factors including market data, business needs, and geography. Base pay is part of your total compensation package and is dependent on multiple factors, including : relevant skills, work experience, business priorities, market demands, and location.

The starting base pay range for this position is $120,000 - $130,000 USD per year. Some roles may also be eligible for commission, bonus, or other performance incentives. Airship believes that employees should have the opportunity to benefit from value-creation, so equity is also offered with this role. In addition, Airship offers a robust benefits package as part of our Total Rewards approach to compensation.