SaaS Client Success Manager

Headquarters: US-FloridaURL: 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 across the team's combined account portfolio. 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

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

The Client Success Manager is responsible for guiding new clients through a structured, milestone-driven onboarding process across our DXP platform and managed destination websites.

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

This area of responsibility centers on developing and sustaining strong client relationships throughout the subscription period, with a focus on long-term engagement and product adoption.

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

The Client Success Manager is expected to maintain a consistent, informed view of account health, identifying and addressing risks before they affect client satisfaction or retention.

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, especially during leadership transitions at client organizations