Clearwave Corporation

Role Description The Enterprise Client Success Manager is responsible for ensuring Clearwave’s largest enterprise clients achieve measurable outcomes with our solutions. This role is focused on driving product adoption, delivering strong performance outcomes, and fostering long-term client relationships – resulting in client retention, expansion, and advocacy. Key Responsibilities - Client Outcomes & Value Delivery - Own the overall success and measurable outcomes for enterprise accounts, including all brands within that enterprise account. - Develop and maintain client success plans aligned with customer business objectives. - Ensure clients realize the expected value and ROI from our solutions. - Monitor adoption, usage, and performance metrics regularly to proactively drive improvements. - Serve as the escalation point for strategic client issues. - Relationship Management - Build and maintain trusted relationships with senior client stakeholders and decision-makers. - In collaboration with Sales conduct regular executive business reviews (EBRs) to align goals, results, and future opportunities. - Act as the primary liaison between clients and internal teams. - Client Retention & Growth - Identify risks to renewal early and implement mitigation strategies. - Identify opportunities for expansion, cross-sell, or upsell that align with client value. - Partner with Sales and Product teams to ensure continued client satisfaction and growth. - Cross-Functional Leadership - Serve as a key collaborator on new initiatives within and beyond Client Success. - Coordinate with Product, Support, Sales, and Operations to ensure a seamless client experience. - Advocate internally for client needs, product improvements, and strategic priorities. - Provide feedback loops from clients to influence product roadmap and service delivery. Key Performance Indicators (KPIs) - Product adoption rates - Product utilization rates - Client outcome achievement - Net Promoter Score (NPS) - Client retention rate Qualifications - Required - 10+ years of experience in Client Success, Account Management, or Strategic Consulting. - Experience managing enterprise or strategic accounts. - Demonstrated success driving client retention and expansion. - Detail-oriented with the ability to establish and enforce accountability through specific programs and initiatives. - Exceptional executive-level communication and relationship management skills. - Willingness to travel up to 25%. - Preferred - Experience leading executive business reviews. - Background in SaaS, technology, consulting, or data-driven solutions. - Ability to translate complex solutions into measurable business value. - Strong analytical and problem-solving skills. Key Competencies - Executive presence - Strategic thinking - Commercial acumen - Client advocacy - Cross-functional leadership - Outcome-driven mindset What Success Looks Like - Clients consistently understand and achieve measurable business outcomes powered by Clearwave. - Strong, trusted relationships exist with both operational and executive stakeholders. - Clients are highly engaged, well-supported, and vocal advocates for Clearwave. - High client retention driven by demonstrated value, not reactive save efforts. - Risks are identified and addressed proactively, before they escalate to churn threats.

ABOUT THIS ROLE The Account Manager (AM) is a new commercial role at Clearwave, created to put dedicated revenue ownership on the customer base. As Clearwave scales, this role exists to ensure that renewals, contract expansion, pricing discussions, and executive relationships have a focused commercial owner — distinct from the product and operational focus of our Customer Success Managers. The AM owns the business outcomes of a defined portfolio of accounts. You are the primary commercial point of contact for renewals, upsells, and executive engagement. You partner closely with Customer Success Managers (CSMs), who own day-to-day product adoption, health monitoring, and operational support — but you own the revenue. This is a high-impact, relationship-driven commercial role. It requires the ability to navigate executive conversations, lead negotiations, and drive deals to close — while maintaining the trust of customers who have been with Clearwave for years. CORE RESPONSIBILITIES Renewal Ownership - Own the full renewal lifecycle for a defined portfolio — from 90-day-out planning through contract signature - Initiate, lead, and close all renewal conversations - Lead all pricing negotiations, contract term discussions, and multi-year deal structures - Manage discounting decisions and non-standard commercial terms in partnership with Finance and Legal - Process and document churn and downsell outcomes; own churn review meetings with CSM counterparts to drive lessons learned - Maintain accurate renewal forecasting in CRM with clear risk flags and confidence levels Upsell & Revenue Expansion - Execute upsell and cross-sell motion end-to-end: qualify, build business case, propose, and close - Act on upsell signals flagged by CSMs in CRM - Own ECI assessments and determinations as a pricing-related commercial activity - Identify and pursue expansion opportunities across Platinum, Voice AI, multi-product, and multi-year structures - Collaborate with Sales leadership on whitespace analysis and expansion prioritization across the portfolio Executive Relationships & Strategic Engagement - Own C-suite and economic buyer relationships entirely - Lead executive introductions when a new executive joins a customer organization - Own EBR scheduling, the executive overview and strategic context section, meeting facilitation (open and close), and all commercial follow-up actions - Coordinate EBR dry runs with internal teams - Lead the commercial save conversation the moment churn risk is real - Own customer escalations to C-suite or CEO level - Lead Platinum and Voice AI rollout steering and escalation with the customer Customer Advocacy & Market Intelligence - Accountable for securing testimonials, case studies, and joint presentations - Identify customers suited for advisory boards, reference calls, and co-marketing opportunities in partnership with Marketing - Own the new customer handoff from Sales to CS - Lead onsite visits when the agenda is strategic or commercia - Provide structured feedback from the field to Product, Marketing, and Executive leadership Cross-Functional Collaboration - Partner daily with CSMs: share account intelligence, align on health, and coordinate on EBR prep and churn risk response - Engage Product on roadmap input and feature requests that have strategic commercial implications - Work with Finance and Legal on commercial approvals, pricing exceptions, and non-standard terms - Provide the VP of Account Management and leadership with regular portfolio updates, risk flags, and renewal forecasts WHAT WE'RE LOOKING FOR Required Experience & Abilties - 3–7 years in Account Management, Customer Success with commercial ownership, or a revenue-carrying customer-facing role - Demonstrated track record of owning renewals and hitting GRR or Net Revenue Retention targets - Experience managing complex contract negotiations with mid-market or enterprise customers - Comfortable engaging at VP and C-suite levels; able to drive business conversations grounded in customer outcomes - Strong commercial instincts: can identify opportunity, build a business case, and close - Ability to travel up to 25% Preferred Experience - Background in SaaS, Health IT, or revenue cycle / practice management technology - Familiarity with GRR and NRR as commercial operating metrics - Experience with CRM platforms (Salesforce preferred) for pipeline and renewal management - Prior experience leading or participating in Executive Business Reviews Competencies & Traits - Commercial mindset — you think in customer value, risk, and revenue impact - Relationship depth — you build genuine trust at the executive level, not just rapport - Clear lane discipline — you know what belongs to you and what belongs to the CSM, and you operate accordingly - Organized and proactive — you manage a book of business without letting renewals or relationships slip - Collaborative — you bring the right people in at the right moment - Resilient — you can navigate difficult renewal and churn conversations without flinching WHAT THIS ROLE IS NOT This delineation matters. These are hard lines, not guidelines: - Not a Support role — product troubleshooting, day-to-day customer questions, and operational requests belong to the CSM - Not a new logo Sales role — this role is exclusively focused on existing customers - Not a passive relationship role — you are expected to proactively drive commercial conversations, not wait for renewal season - CSM never discusses price — pricing, discounting, and contract negotiation are AM-only territory, no exceptions - Not a siloed role — success requires tight, trust-based partnership with the CSM team every day HOW THIS ROLE FITS WITHIN CLEARWAVE The Account Manager reports to the VP of Account Management and partners daily with Customer Success, Sales, Product, Finance, and Marketing. The AM team and the CSM team are co-owners of the customer relationship — each with a distinct lane. Neither replaces the other. This is a new function, which means you will help shape how it operates. You will have input into playbooks, processes, and tooling. The expectation is a builder mindset — not just executing the motion but improving it.