Senior Manager, Client Success

Job description

What You’ll Do: You'll lead, mentor, and grow a team of Client Success Managers, building a culture of accountability, collaboration, and continuous improvement You'll design and implement scalable success frameworks for our SmartSimple client portfolio, keeping the focus on consistent product adoption and outcomes that actually move their missions forward You'll serve as the primary escalation point for your SmartSimple accounts, resolving complex issues with urgency — because how we show up when things go sideways matters as much as when things go smoothly You'll build trusted-advisor relationships with senior client stakeholders, staying close enough to their goals to anticipate what they'll need before they ask You'll collaborate closely with SmartSimple's implementation partners, aligning on account status, delivery timelines, and escalation handling to ensure a seamless client experience across partner-led and internally-led engagements You'll identify expansion opportunities within your client portfolio — new modules, services, or scope — and facilitate a clean hand-off to SmartSimple Professional Services for scoping and delivery You'll partner with Product, Engineering, Sales, and Account Management — turning client feedback into roadmap input and supporting renewal and expansion conversations You'll monitor retention, health-score, and adoption metrics, using the data to catch risk and opportunity early and drive proactive interventions You'll set clear performance goals for your team and provide the regular coaching that helps each person do their best work You'll ensure enterprise-level SLAs and contractual commitments are consistently met Other duties as assigned What You’ll Need: 8+ years of experience in Client Success, Account Management, or a related field, including 3+ years leading teams that manage enterprise accounts Demonstrated experience managing a client success portfolio within a platform/SaaS product, including surfacing expansion opportunities and transitioning them cleanly to a delivery or professional services team Experience collaborating with third-party implementation or delivery partners in a SaaS or enterprise technology environment, including navigating shared accountability for client outcomes Working proficiency with success metrics and reporting tools (e.g., health scoring, retention analytics, CRM/CS platforms) Experience in SaaS or enterprise technology environments Experience or working knowledge of the philanthropic sector is preferred, including its trends, challenges, and best practices for serving mission-driven organizations Must be legally eligible to work in the United States What You’ll Bring to our Team Dynamics: As a people leader at Foundant, you'll be assessed against our Leadership Competency Model: Strategic Thinking You'll translate our SmartSimple client success strategy into scalable frameworks and clear team goals, flexing the approach as it plays out across partner-led and internally-led engagements and evolving client needs. Performance Advancement You'll set a high bar for your team's adoption and retention outcomes, using health-score and engagement data to catch underperformance early and course-correct before it touches a client relationship. Decision-Making You'll make timely, values-aligned calls on complex enterprise escalations — weighing client impact, contractual obligations, and cross-functional trade-offs to resolve issues with urgency and care. Collaboration and Learning You'll build the kind of executive-level trust and communication with senior client stakeholders and internal partners, including SmartSimple's implementation partners, that turns feedback into real roadmap influence, because the best outcomes come from listening well across the table. Staff Development You'll coach your Client Success Managers with regular, specific feedback and clear growth paths, building a team people want to stay and grow on. Why You’ll Love Working at Foundant: At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives. With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries. As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it! Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact . A NOTE ON HOW TO REACH US We're truly grateful that so many people have Foundant on their radar — it means a lot that our work resonates with others. That said, due to the high volume of direct messages and emails we receive, cold outreach isn't the preferred way to be considered for a role, and we're not able to prioritize applications submitted this way. To apply for open positions, please visit our careers page, which is the fastest and most effective route to being considered. About Foundant At Foundant, we build mission-critical software for the social good ecosystem — helping foundations, grantmakers, nonprofits, and community organizations streamline their work, strengthen relationships, and maximize their impact. We serve the giving community worldwide with a comprehensive suite of solutions spanning grant management, community foundation software, and giving analytics. We're a unified company shaped by strong roots across our product portfolio, and we operate with intention and purpose. Our team of ~350 people across six countries is connected by a shared North Star: to be the trusted partner and strategic advisor to the communities we serve. Where You’ll Work: As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive. With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.