Senior Client Success Manager

Indianapolis, IN (On-site)

In a Nutshell Valve+Meter is looking for a Senior Client Success Manager who brings strategic depth, executive presence, and a proven track record managing complex, multi-location accounts. This is not a traditional account management role—you'll be the growth engine and trusted advisor for our most demanding clients, including home services brands, franchise networks, private equity portfolios, and regional or national businesses operating across multiple markets. You won't just manage relationships—you'll build them at the executive level, translate performance data into business impact, and lead the conversations that create lasting growth. You'll bring structure to complexity, calm to escalations, and strategic clarity to every client you serve. Why this Role Is Important Senior CSMs are the strategic backbone of our Client Success team. You'll own our highest-value accounts—brands with national reach, franchise structures, or PE-backed growth mandates—and be expected to operate as a true business partner, not just a marketing point of contact. You'll work at the intersection of marketing performance and business outcomes, guiding clients through market expansion, multi-location campaign strategy, and scalable growth programs. Internally, you’ll advocate for client needs and help raise the standard of client delivery across the team. About the Role - Key Responsibilities Serve as the primary strategic partner and executive-level point of contact for a portfolio of high-value accounts Build and maintain deep, trust-based relationships with senior and C-suite client stakeholders across franchise networks, home services brands, PE-backed portfolios, and national multi-location organizations Lead quarterly business reviews (QBRs) and Growth Talks every 90 days that connect marketing performance to business objectives Develop and present proposals, Statements of Work (SOWs), and renewal packages Monitor client scorecards and KPIs; translate multi-location and multi-market data into clear strategic insights and action plans Identify and close upsell and cross-sell opportunities aligned with client growth goals Proactively manage performance gaps, escalations, and operational risks before they become problems Collaborate cross-functionally with Strategy, Paid Media, SEO, and Creative teams to deliver integrated, high-impact campaigns Who Is Built For This Role We're not just hiring for a résumé—we're hiring for mindset, grit, and the kind of judgment that comes from managing complex accounts in high-stakes environments. Our ideal Senior CSM embodies: Multi-Location & Franchise Expertise Deep familiarity with the operational and marketing complexity of home services, franchise systems, PE-backed portfolios, or regional/national brands Comfortable managing campaigns across dozens—or hundreds—of locations with varied local and national goals Understands how corporate, franchisee, and investor stakeholders each think about marketing ROI Executive Presence & Strategic Thinking Commands the room with senior stakeholders and can shift seamlessly from performance data to business strategy Thinks systemically—sees connections between marketing, operations, and business outcomes others miss Leads with a point of view, challenges when necessary, and earns trust through competence and consistency Growth-Oriented & Coachable Hungry to learn, improve, and stay ahead of industry shifts Embraces feedback and turns it into action—no ego, all execution Comfortable with direct communication and constructive conflict Team-First Mentality Lifts others up, gives credit freely, and invests in the success of the whole team Actively mentors less experienced CSMs and helps build repeatable, scalable practices Leads by example in cross-functional collaboration and accountability Scrappy & Resilient Gritty, resourceful, and calm under pressure—especially when managing escalations Finds solutions even when resources are limited, or the path isn't clear Stays positive and solutions-oriented through setbacks and client challenges Analytically Sharp Digs into multi-location performance data and connects it to business-level KPIs Fluent in metrics like CAC, LTV, pipeline contribution, and margin—not just marketing KPIs Translates complex data sets into clear narratives for diverse audiences What You’ll Work With Google G Suite (Docs, Sheets, Slides) Wrike (Project Management + Time Tracking) HubSpot (CRM) PandaDoc (Proposals & SOWs) Ninety (EOS Management) Client health dashboards, scorecard platforms, and reporting tools What We Offer Competitive base salary + performance bonuses Excellent medical, dental, and vision benefits 401(k) match + company-paid life insurance Unlimited PTO, seven paid holidays, two paid service days Fast-paced, growth-focused environment Casual dress code + pet-friendly office About Us We've named our practice Valve+Meter because the variables we can manage for our clients are the flow and cost of new business. The "valve" part of our approach manages the right rate of new business for our client’s operation, and the "metered" results we generate. Core Values Think: Focus. Find a way forward. Love: Act in the long-term best interest of another. Serve: Meet expectations. Go the extra mile. Transform: Create dramatic change. Be irreplaceable. Be Just: Be fair and transparent. Do no harm.