SaaS Client Success Manager - remote job

ITI Digital is hiring a SaaS Client Success Manager - a lead role, which means responsibility for a team or a direction. The role sits in Marketing and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

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Headquarters: United States, Florida

Website: https://iti-digital.com/

Role Overview

ITI Digital is looking for a Client Success Manager to act as the key liaison for a varied group of clients utilizing our Digital Experience Platform (DXP) and managed destination websites. This client base includes Destination Management Organizations (DMOs), regional tourism boards, Chambers of Commerce, parks and recreation departments, government agencies, and economic development organizations. Experience working with or for these organizations is crucial for this position.

This is a dynamic, day-to-day account management role. The Client Success Manager will personally handle onboarding calls, oversee ongoing client interactions, track product usage, and lead the renewal process. The role involves managing a specific portfolio of accounts directly and providing daily guidance to a small team of Client Success Specialists across the team’s combined client base. In addition to direct client responsibilities, this role contributes to process improvements and serves as an internal voice for client needs in product and strategy discussions. This is a hands-on, collaborative role rather than a supervisory position.

Preferred Background

The ideal candidate should have direct experience with the organizations ITI Digital serves, along with a deep understanding of the digital tools that support them. Relevant experience may include:

- Working within a Destination Management or Marketing Organization (DMO), government agency, or economic development organization in a marketing, digital, or partnership role - Selling marketing services, digital platforms, or SaaS solutions to destinations, tourism boards, parks and recreation departments, government agencies, or economic development organizations from an agency or vendor perspective - Knowledge of co-op programs, visitor guide campaigns, itinerary tools, virtual visitor centers, or digital engagement platforms used by public-sector or destination marketing organizations - Understanding of the operational environment of public-sector and quasi-public organizations, including board reporting cycles, grant-funded budgets, fiscal year planning, and multi-stakeholder decision-making processes - A thorough understanding of these organizations and the ability to translate that understanding into effective, consultative account management will set the ideal candidate apart

Key Responsibilities

1. Transition from Sales to Client Success & CRM Management

This area focuses on ensuring a seamless transition from Sales and maintaining accurate data in client management systems.

- Keep CRM records updated with client information; address any gaps and align with Sales as needed - Manage the client management platform configuration, including lifecycle stages, health scores, and onboarding playbooks - Conduct periodic reviews of the client management platform database to ensure accuracy, clean segmentation, and up-to-date client records - Serve as the primary point of contact for platform questions, configuration updates, and best practices

2. New Client Onboarding Ownership

The Client Success Manager is responsible for guiding new clients through a structured, milestone-driven onboarding process across our DXP platform and managed destination websites.

- Conduct welcome calls and kickoff meetings, leveraging industry experience to build rapport with clients - Clarify package scope, delivery timelines, and client-side resource commitments in clear, accessible terms - Coordinate with Implementation and Technical Support specialists to track milestone completion and proactively address any roadblocks - Provide tailored product demonstrations connecting features to relevant workflows for the client’s organization type - Deliver a formal end-of-onboarding notification and satisfaction survey; document lessons learned for future improvement

3. Subscription Engagement & Product Adoption Strategy & Support

This area centers on developing and maintaining strong client relationships throughout the subscription period, focusing on long-term engagement and product adoption.

- Directly own an assigned core book of accounts spanning DMOs, government agencies, parks and recreation departments, and economic development organizations across their full subscription terms - Conduct regular check-in sessions tailored to client tier and account health - Use industry knowledge to connect product features to client outcomes, including visitor center engagement metrics, grant reporting requirements, economic development KPIs, and co-op partner ROI - Identify expansion opportunities within existing accounts and hand off to the Sales team for follow-up - Actively monitor accounts showing signs of declining usage or key contact changes, and respond with appropriate education or outreach - Share relevant case studies, benchmark data, and best practices from across the ITI Digital client base to support adoption - Advocate for clients during product development discussions, translating sector-specific feedback into actionable product input

4. Client Health Monitoring & Risk Management

The Client Success Manager is expected to maintain a consistent, informed view of account health, identifying and addressing risks before they affect client satisfaction or retention.

- Maintain health scores in the client management platform using usage data, survey results, support ticket patterns, and relationship signals - Conduct structured health-check conversations at defined intervals, especially during leadership transitions at client organizations - Deploy satisfaction survey campaigns at key subscription milestones; analyze results and close the feedback loop with clients - Classify at-risk accounts based on early indicators—passive satisfaction, declining usage, key contact changes, budget or procurement signals, and client unresponsiveness—rather than solely on expressed dissatisfaction, and maintain a documented save plan for each - Log client-reported technical issues and escalate for triage and engineering assignment - Escalate at-risk accounts to leadership with a clear situation summary, documented save plan, and recommended course of action well ahead of the renewal date

5. Renewal Management

Renewal management is a primary responsibility of the Client Success Manager. This role is directly accountable for retained revenue across the assigned portfolio.

- Maintain a current, accurate renewal pipeline with visibility into upcoming contract end dates - Initiate renewal conversations well in advance of contract end; address concerns early to avoid late-stage risks - Apply approved concession parameters for renewal negotiations; escalate any offer outside those boundaries prior to client communication - Prepare renewal contracts (with admin support); track signature status and follow up as needed - Escalate contract, pricing, or invoicing concerns to leadership with full account context and a recommended course of action

6. Team Collaboration, Coaching & Continuous Improvement

The Client Success Manager works closely with a small team of Client Success Specialists, providing day-to-day guidance, sharing best practices, and ensuring consistent quality across the team's client interactions.

- Provide day-to-day direction and support to Client Success Specialists, including guidance on client communication, issue resolution, and account management best practices - Serve as a resource for the Specialists when navigating complex client situations, escalations, or unfamiliar account types