The Key Client Manager is a senior-level strategic relationship owner responsible for the retention, satisfaction, and revenue retention of TrueCommerce’s highest-value enterprise customers. This role requires deep expertise in customer engagement, depth in growth and retention strategies, and long-term account strategy.
As the primary advisor to our top-tier accounts, the Key Client Manager builds and maintains executive relationships, anticipates customer needs, and proactively drives adoption, optimization, and expansion across complex environments. The ideal candidate combines strong technical aptitude with exceptional communication, problem-solving, and strategic thinking skills to deliver measurable business value and prevent churn.
What You'll Do:
Strategic Retention & Growth
- Meet or exceed monthly sales quotas by building and closing pipeline with existing customers
- Manage a portfolio of top-tier enterprise customers with full responsibility for renewals and expansion.
- Develop deep, trust-based relationships at multiple levels—operational, technical, and executive.
- Proactively outreach customers to identify optimization opportunities and recommend solutions that drive measurable improvement.
- Maintain high follow-up rigor to ensure all pipeline opportunities remain updated and actionable.
Advanced Customer Partnership
- Develop and maintain joint success plans with enterprise accounts, linking customer goals to TrueCommerce solutions and long-term outcomes.
- Serve as a trusted advisor and strategic resource by understanding complex customer workflows, long-term goals, and success metrics.
- Resolve customer challenges with urgency, navigating cross-functional teams and escalating where necessary.
- Manage complex negotiations and executive-level business reviews.
- Act as the voice of the customer within TrueCommerce and build alignment across Product, Support, Professional Services, and Leadership.
Operational Excellence
- Contribute to pilot programs, initiatives, or strategic efforts within the Client Management organization.
- Consistently maintain detailed and accurate CRM records including activities, notes, and opportunity updates.
- Monitor and act on customer health data in ChurnZero to proactively identify risk, optimize adoption, and drive expansion across enterprise accounts.
- Stay current on TrueCommerce product roadmap, industry trends, and enterprise best practices.
- Participate in regular department meetings, training sessions, and ongoing educational activities.
- Leverage approved AI tools and automation to streamline workflows, improve productivity, and enhance the accuracy and consistency of customer and operational processes.
- Execute other responsibilities and strategic initiatives as assigned.
What You Bring:
- Bachelor's degree in Business or equivalent experience
- 10+ years of Account Management or Customer Success experience managing existing customers.
- 3+ years managing enterprise or top-tier accounts with a strong focus on retention and growth.
- Proven history of overperformance against retention, renewal, and upsell quotas.
- Strong technical aptitude with the ability to understand complex integration environments and SaaS ecosystems.
- Confidence and skill communicating with executive-level customer stakeholders.
- Exceptional listening, relationship-building, and problem-solving abilities.
- Highly organized with strong attention to detail and the ability to manage multiple priorities.
- Working knowledge of EDI or Supply Chain solutions strongly preferred.
- Willingness to work extended hours as needed to support enterprise customer demands.
Perks & Benefits
- Remote first and casual work environment
- 401k with 3.5% company match and vested after 2 years
- 20 PTO days - 1 birthday day off - 3 summer days - 1 Volunteer day - 11 company holidays
- Medical, dental, vision and other life/health insurance plans
- Paid parental leave
- Wellness reimbursement program
Who is TrueCommerce?
TrueCommerce is a high-performing global supply chain network that delivers fully integrated, end-to-end supply chain visibility and management. We help some of the world’s leading brands improve supply chain performance, including Schneider Electric, DanoneWave, Siemens, Ocean Spray, and many others.
For additional information, visit our website
Bachelor's degree in Business or equivalent experience; 10+ years account management or customer success; 3+ years managing enterprise accounts; proven quota overperformance; strong technical aptitude; executive communication skills; EDI or supply chain knowledge preferred.
Key Responsibilities
- managing accounts
- driving retention
- building relationships
Skills & Tools
CRM, ChurnZero
Job Details
- Category: Sales
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
- Generous parental leave
About TrueCommerce
A global supply chain network delivering integrated end-to-end supply chain visibility and management. — Industry: Information Technology