Red Hawk Technologies is looking for a Senior Client Success Manager to own our “Summit” book of business - our largest accounts. This is a senior, client-facing strategic role for someone who has negotiated renewals, advised on technology roadmaps, and protected margin across a book of accounts.
Key Responsibilities
Account Ownership & Relationship Management
- Own the full commercial relationship and project success for a book of approximately 12 high-value accounts.
- Serve as the named point of contact these clients call for anything commercial.
- Attend and lead all client meetings for your accounts, from working sessions to executive-level check-ins.
Strategic Advisory & Renewals
- Lead formal quarterly business reviews (QBRs) for every account in your book.
- Negotiate and structure contract renewals and extensions within company-approved commercial guardrails.
- Act as a trusted advisor on clients’ technology roadmaps, shaping future scope in a way that fits Red Hawk’s delivery models.
Margin Protection & Escalation
- Own budget-status and retainer-burn conversations with clients.
- Approve change orders within your authority; escalate anything touching pricing, contract terms, or account risk to the Client Director.
- Work with the project team to catch and resolve scope-creep or renewal risk before it surprises the client or Red Hawk.
Cross-Functional Collaboration
- Receive formal handoff of new Summit accounts and feed delivery insight back to sales for future pitches.
- Report account health, renewal risk, and revenue forecasts to the Client Director; coordinate success stories with marketing.
- Partner with technical leads on roadmap and architecture discussions, translating trade-offs into business terms for the client.
- Negotiate bug-fix SLAs with QA and facilitate executive-level design reviews.
- Own billing-milestone and change-order sign-off for your book; loop in Client Director for renewal negotiations, contract amendments, and new-phase SOWs.
Team Leadership & Mentoring
- Mentor the Client Success Manager and Client Success Coordinator, in partnership with the Client Director.
- Serve as the Client Director’s primary backup for QBR delivery and escalation coverage across the portfolio.
Qualifications & Requirements
- 5–8+ years in strategic account management, client success, or a comparable relationship-management role — ideally in custom software, managed services, or a professional-services/consulting environment.
- Demonstrated experience negotiating contract renewals and navigating complex, multi-stakeholder client organizations.
- Strong financial literacy: comfortable reading and explaining a retainer burn report or margin summary to a non-technical stakeholder.
- Working fluency in the software development lifecycle.
- You don’t need to have been an engineer, but you need to keep up in the room and continue to immerse yourself in technical tooling for efficiency and competence.
- A track record of holding a boundary with a client on scope without damaging the relationship.
- A “farmer,” not “hunter,” mindset — this role is measured on retention, margin, and client health, not new-logo commission.
We Offer
- $110,000 base salary and corporate benefits
- Bonuses based on net revenue retention, margin-to-target adherences, Summit-tier renewal rate, client satisfaction scores, and mentoring impact
- Remote-first role with priority given to candidates in Ohio and Northern Kentucky