SaaS Client Success Manager at ITI Digital

ITI Digital: SaaS Client Success Manager

Headquarters: US-Florida
URL: https://iti-digital.com/

Role Overview

ITI Digital is seeking a Client Success Manager to serve as the primary relationship manager for a diverse portfolio of clients across our DXP platform and managed destination websites. This portfolio includes Destination Management Organizations (DMOs), regional tourism boards, Chambers of Commerce, parks & recreation departments, government agencies, and economic development organizations. A background working with or for these types of organizations is central to this role.

This is an active, day-to-day account management position. The Client Success Manager personally conducts onboarding calls, manages ongoing client engagements, monitors product adoption, and leads the renewal process. The role owns a defined core book of accounts directly and provides day-to-day direction to a small team of Client Success Specialists. In addition to direct account responsibilities, this role contributes to process refinement and serves as an internal representative of client needs in product and strategy discussions. This is a hands-on, collaborative role.

Preferred Background

The ideal candidate brings direct familiarity with the organizations ITI Digital serves, along with an understanding of the digital tools that support them. Relevant experience may include:

• Experience within a Destination Management or Marketing Organization (DMO), government agency, or economic development organization in a marketing, digital, or partnership capacity.
• Experience selling marketing services, digital platforms, or SaaS solutions to destinations, tourism boards, parks & recreation departments, government agencies, or economic development organizations from an agency or vendor perspective.
• Familiarity with co-op programs, visitor guide campaigns, itinerary tools, virtual visitor centers, or digital engagement platforms used by public-sector or destination marketing organizations.
• An 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 genuine understanding of how these organizations operate — and the ability to translate that understanding into thoughtful, consultative account management.

Key Responsibilities

1. Sales-to-CS Handoff & CRM Stewardship

• Maintain CRM company and deal records up-to-date with client information; flag gaps and align with Sales as needed.
• Manage the client management platform configuration, including lifecycle stages, health scores, and onboarding playbooks.
• Lead periodic reviews of the client management platform database to ensure accuracy, clean segmentation, and up-to-date client records.
• Serve as the primary CS point of contact for platform questions, configuration updates, and vendor best practices.

2. New Client Onboarding Ownership

• Conduct welcome calls and kickoff meetings, drawing on destination industry experience to establish meaningful rapport with clients.
• Clarify package scope, delivery timelines, and client-side resource commitments in accessible, straightforward terms.
• Coordinate with Implementation and Technical Support specialists to track milestone completion; escalate blockers proactively.
• Provide product demonstrations tailored to client use cases, connecting features to real workflows relevant to the client's organization type.
• Deliver a formal end-of-onboarding notification and satisfaction survey; document lessons learned for playbook improvement.

3. Subscription Engagement & Product Adoption Strategy

• Maintain direct ownership of an assigned core book spanning DMOs, government agencies, Parks & Recreation departments, and economic development organizations.
• Conduct regular check-in cadences calibrated to client tier and account health.
• Apply relevant 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.
• Proactively identify accounts showing signs of declining usage or key contact changes.
• Share relevant case studies, benchmark data, and best practices to support adoption.
• Serve as an internal advocate for clients during product development discussions.

4. Client Health Monitoring & Risk Management

• 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.
• Deploy satisfaction survey campaigns at key subscription milestones.
• Classify at-risk accounts based on early indicators 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 and recommended course of action.

5. Renewal Management

• Maintain a current, accurate renewal pipeline with visibility into upcoming contract end dates.
• Initiate renewal conversations well in advance of contract end.
• Apply approved concession parameters for renewal negotiations; escalate any offer outside those boundaries.
• Prepare renewal contracts; track signature status and follow up as needed.
• Escalate contract, pricing, or invoicing concerns to leadership.

6. Team Collaboration & Continuous Improvement

• Provide day-to-day direction and support to Client Success Specialists.
• Serve as a resource for Specialists when navigating complex client situations or escalations.
• Partner with internal teams to resolve client issues that fall outside standard support workflows.
• Contribute to the development and refinement of onboarding and adoption playbooks.
• Contribute relevant sector knowledge to internal conversations regarding product roadmap, marketing, and sales positioning.
• Uphold consistent standards in client communication, documentation, and CRM data management.

Ideal Candidate Profile

• Dependable: Consistently reliable in following through on commitments.
• Collaborative: Willing to share knowledge and provide informal guidance.
• Consultative: Approaches client relationships with careful listening and thoughtful problem-solving.
• Sector-fluent: Familiar with the operational and planning cycles of DMOs, government agencies, and economic development organizations.
• Tech-curious: Interested in SaaS and digital platforms.
• Detail-oriented: Attentive to accuracy in CRM management, milestone tracking, and contract administration.
• Adaptable: Comfortable navigating shifting priorities.
• Autonomous: Able to exercise sound independent judgment.
• Composed under pressure: Maintains professionalism in a fast-paced environment.

Position Details

• Location: Fully remote — US Eastern Time Zone (8 AM – 5 PM ET). Candidates located in the US Eastern or Central Time Zone are preferred.
• Work Schedule: Full-time exempt. Minimum 40 hours per week.
• Employment Type: Contract-to-hire 1099, with a 90-day evaluation period. Successful completion converts to Full-Time W2 with benefits.
• Compensation: Commensurate with experience.
• Reports To: VP, Digital Strategy
• Systems: Slack, Zoom, Google Meet, Vitally CS, HubSpot, Asana, JIRA, and Freshdesk.

ITI Digital is an equal opportunity employer.

To apply: Click here to apply via We Work Remotely