Client Success Manager, Enterprise

What You’ll Do

Client Onboarding and Implementation

Take each new PMC client from signed contract to live, running the kickoff call and setting scope, owners, and success criteria.
Use agents to ingest and structure each deployment's inputs, from member data and tier logic to brand assets and integration requirements, so every deployment starts from clean data.
Own the implementation timeline against committed go-live dates and keep the client and internal teams aligned on every milestone.
Lead on-site enablement at client properties, training leadership, membership, and front of house teams on the platform and the workflows it replaces.
Treat every onboarding as a launch with a date attached, not a checklist worked at leisure.

Training and Enablement

Build the PMC training library from the ground up, including video walkthroughs, a knowledge base, and role-specific onboarding paths.
Build agents that draft, update, and version training content from each product release, so documentation ships the same week the feature does.
Turn recurring client questions into self-serve resources and agent-ready knowledge that resolves them before they become tickets.
Design enablement to compound, so each new client goes live faster than the last.

Account Management and Platform Support

Serve as the day-to-day owner for an assigned book of PMC clients and resolve issues and escalations within SLA.
Act as the first credible filter between a client and the product and engineering teams, using agents to triage, reproduce, and document issues, and owning follow-through back to the client.
Keep clients current on new platform capability and translate each release into what it changes for their members and staff.
Build relationships with the GM, membership leadership, and ownership group at each account, and anticipate needs before they surface.

Client Success Operations and Reporting

Write the PMC client success playbook, including onboarding stages, SLAs, health scoring, growth strategy and escalation paths.
Run the function AI-native, deploying agentic workflows across account research, client communication, meeting capture, and reporting.
Track adoption, member engagement, and account health, and feed renewal, expansion, and churn signals into leadership reporting.
Bring field feedback to product that is specific enough to shape the PMC roadmap.

The Winning Recipe

Bachelor's degree in Business, Hospitality, Communications, or a related field.
3-5 years in enterprise SaaS enablement, implementation, or client success, with a strong operational component to the work.
Proven experience building agents and automating workflows beyond just AI usage.
Experience selling, onboarding, or enabling enterprise platforms that clients run their core operations on.
A systems thinker who sees the pattern behind the problem and builds processes that make each onboarding smoother than the last.
An owner and a solution seeker who handles every account with white glove quality service, caring deeply about details, never taking no as a final answer, and fixing problems before anyone notices.
Able to travel to client properties as onboardings require.
Experience building a playbook and function from scratch is a plus.
Hospitality experience, particularly hotels or membership-driven businesses, is a plus.