SaaS Client Success Manager

Job Overview

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.

Job Description

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 role owns a defined core book of accounts directly and provides day-to-day direction to a small team of Client Success Specialists across the team's combined account portfolio.

This is a hands-on, collaborative role rather than a removed management position. 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.

Sales-to-CS Handoff & CRM Stewardship This area of responsibility focuses on ensuring a smooth transition from Sales and maintaining accurate data across client management systems.

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.

Key Responsibilities

• .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.
• 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.
• 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 rather than a removed management position.
• 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 one or more of the following: 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 - will be a distinguishing quality in this role Key Responsibilities 1.

Required Skills and Qualifications

• Relevant experience may include one or more of the following: 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 - will be a distinguishing quality in this role Key Responsibilities 1.
• 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.
• Maintain direct ownership of an assigned core book spanning DMOs, government agencies, Parks & Recreation departments, and economic development organizations across their full subscription terms 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 for follow-through Proactively identify 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 Serve as an internal advocate for clients during product development discussions, translating sector-specific feedback into actionable product input 4.
• 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 Partner with Implementation, Technical Support, and relevant internal teams to resolve client issues that fall outside standard support workflows Contribute to the development and refinement of onboarding and adoption playbooks, drawing on direct client experience across the full portfolio 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, and support the Specialists in doing the same Ideal Candidate Profile The following characteristics describe the professional qualities ITI Digital is seeking in this role: Dependable - consistently reliable in following through on commitments to clients and colleagues Collaborative - willing to share knowledge and provide informal guidance to colleagues in a team-oriented environment 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, including board governance, grant budgets, and public accountability structures Tech-curious - interested in SaaS and digital platforms, with a willingness to develop fluency in new tools Detail-oriented - attentive to the accuracy and thoroughness required in CRM management, milestone tracking, and contract administration Adaptable - comfortable navigating shifting priorities in a growing organization Autonomous - able to exercise sound independent judgment while knowing when to involve leadership Composed under pressure - maintains professionalism and perspective in a fast-paced, evolving environment Position Details Location: Fully remote - US Eastern Time Zone (8 AM – 5 PM ET).
• Reliable computer and internet connection required.
• Additional time may be required based on business needs.
• Compensation: Commensurate with experience.
• Compensation is determined based on factors including relevant experience, demonstrated qualifications, and geographic location.

Benefits and Perks

• Successful completion converts to Full-Time W2 with benefits.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

ITI Digital is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.