Key Client Manager

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 ...