Strategic Client Success Manager

ABOUT THE ROLE

Forj is a growth-stage SaaS company with a bold vision for how members will engage and learn in modern communities of practice. By connecting community with learning, our reimagined platform encourages member engagement with content and human connections, leading to a more vibrant community experience that delivers more value to members while helping their organizations grow.

The ideal candidate will bridge elite enterprise relationship management with sharp domain fluency, leveraging data and AI-enabled insights to confidently guide and influence client executives through technology modernizations and strategic migrations. You'll operate as a trusted strategic advisor who skillfully navigates competing priorities across multiple stakeholder levels—from technical teams to C-suite leaders—building authentic credibility that positions you as an indispensable partner in driving organizational alignment and transformational change.

WHAT YOU'LL DO

• Stakeholder Communication & Influence Strategy: Master the art of communicating with diverse stakeholder groups—from technical implementers to C-suite executives—tailoring messaging and influence tactics to each audience's priorities. Navigate competing interests across multiple departments within client organizations, building consensus and credibility that positions you as a trusted advisor to all key decision-makers on the account.
• Proactive Retention & ROI Modeling: Own the overarching health, renewal lifecycle, and retention of an assigned book of business, strictly aligning client workflows to established value frameworks and return-on-investment targets.
• Executive Advisory: Plan and deliver high-impact Executive Business Reviews (EBRs) and Partnership Success Plans to cross-functional client stakeholders, using persuasive communication and executive influence to build consensus across competing departments and priorities, ensuring direct connection between day-to-day engagement and executive-level goals.
• Client Advocacy & "Voice of Customer": Keep the authentic client voice at the absolute center of internal functions, partnering directly with Product, Engineering, and Implementation teams to shape strategic roadmap priorities and surface market insight.
• Data-Based Insights: Optimize how clients interact with our platform by interpreting metrics and usage parameters, actively turning complex datasets into actionable decisions and behavioral recommendations.
• Migration Advisory: Thoughtfully guide clients through complex digital modernizations—including the intentional transition to our next-generation platform, Journey by Forj—by masterfully overcoming friction, reinforcing innovation advantages, and alleviating operational risk.
• Expansion Nuance: Surface and nurture strategic expansion opportunities organically through deep platform optimization and consults, positioning Forj as the premier thought leader in the professional community domain.
• Risk Mitigation: Proactively identify, track, and document client health markers monthly, building immediate operational mitigation blueprints for accounts facing delivery gaps or low feature engagement.

WHAT SUCCESS LOOKS LIKE (12–18 MONTHS)

• You are recognized by clients as a trusted strategic advisor who bridges communication between technical and executive teams, influencing key decisions and building enduring stakeholder relationships that strengthen account expansion and renewal.
• You own gross retention across a portfolio of high-value strategic accounts, executing proactive, data-driven renewal strategies well in advance of expiration — churn is the exception, and never a surprise.
• You drive net revenue growth within your book, surfacing and closing expansion through deeper platform adoption and cross-sell.
• You move accounts from standard utilization to sophisticated, outcomes-based adoption, connecting platform data to executive-level ROI and steering client decisions.
• You operate as a true executive advisor: every strategic account has an active executive sponsor, a documented ROI narrative, and a cadence of high-impact business reviews.

WHO YOU ARE

You operate as a credible, influential voice within client organizations, skillfully navigating complex stakeholder dynamics and building trusted relationships across multiple levels and departments. Your communication acumen drives alignment around strategic priorities, and clients recognize you as a strategic advisor who bridges the gap between technical teams and executive leadership.

An agile thinker who treats innovation as a daily craft, you confidently guide technology modernizations, shifting client requirements, and new AI workflows like Claude, viewing unexpected hurdles and platform transitions as exciting opportunities for strategic improvement. You connect complex product metrics to real business outcomes, ensuring every association captures clear ROI while experiencing high-touch, value-driven partnership. Client experience is your non-negotiable priority.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Communications, Information Systems, or a related field requiring analytical and strategic client management capability.
• Stakeholder Relationship & Influence Mastery: Demonstrated success building and maintaining authentic relationships with disparate stakeholder groups (IT, business operations, executive leadership) simultaneously; proven ability to influence decision-making at multiple organizational levels through strategic communication, active listening, and credibility-building.
• Association SaaS Domain Expertise: 5+ years of documented experience managing mid-market or enterprise relationships within a fast-paced B2B SaaS organization, specifically working within or alongside the professional association, learning management system (LMS), or community software industries.
• Executive-Level Presence: Exceptional presentation and critical thinking skills, with verified experience influencing contract signers, community directors, and executive sponsors.
• AI Capability and Fluency: Hands-on experience levering AI tools like Claude or similar LLMs to build workflows, extract insights, and optimize daily client management operational efficiency. 
• Cross-Functional Synergy: Proven ability to collaborate alongside internal specialized verticals (e.g., Technical Support, Product, Implementation, and Solutions) to orchestrate a unified client interface.
• Domain Context: Experience working within or around the professional association, learning management system (LMS), or community software industries is highly beneficial.

BENEFITS & PERKS

• Competitive salary
• Generous Paid Time Off (PTO)
• Comprehensive health, dental, and vision
• Health Reimbursement (HRA)
• Wellbeing program
• Short-term disability (STD)  and long-term disability (LTD)
• Life/AD&D Insurance, and Voluntary Life Insurance
• 401-k Participation
• Flexible remote work

OTHER REQUIREMENTS

• This role can be remote or hybrid in the Milwaukee, WI area
• Eligibility to work in the United States without sponsorship
• Ability to work effectively across time zones and collaborate with distributed teams
• Ability to sit at a desk and work on a computer for extended periods of time
• Manual dexterity sufficient to operate a keyboard, mouse, and other standard office or remote-work equipment
• Visual acuity sufficient to read documentation and screens for extended periods of time, with or without correction
• Reasonable accommodations are available for individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act (ADA)
• Occasional travel may be required for company offsites, team meetings, or other business needs