Strategic Customer Success Manager (Client Partner)

STRATEGIC CUSTOMER SUCCESS MANAGER (CLIENT PARTNER) REPORTS TO: Director of Client Services THE OPPORTUNITY We are seeking a hybrid professional who combines the strategic mind of a consultant with strong financial accountability. You will lead an enterprise account portfolio and build strategies driving Net Revenue Retention and digital transformation. WHO WE ARE IM Digital is the independent commerce consultancy building lasting partnerships with brands that demand creative excellence, strategic depth, and AI capability from a single team. We partner with ambitious brands, integrate with their teams, and bring the creative vision, commerce strategy, technology, and AI capability they need to reach their goals. We operate with a focus on collaborative problem solving and technical excellence, delivering a Return on Imagination for the clients we partner with. YOUR GOAL To operate as the strategic visionary for our upper-market clients. You will orchestrate cross-disciplinary teammates to solve complex business problems, drive Net Revenue Retention, and transform everyday engagements into multi-million-dollar strategic partnerships. YOUR ROLE Take accountability for the financial and strategic health of your enterprise accounts. You command the end-to-end client relationship from executive sponsors to operational leads. Build and execute strategies to expand, and renew client engagements. You will proactively identify cross-sell and up-sell opportunities, turning successful project deliveries into sustained revenue channels. Align internal teammates across engineering, design, data, consulting, marketing and sales to deliver high-impact digital transformation initiatives. Consistently map every technical initiative and project milestone back to our core pillars of increasing revenue, acquiring new customers, increasing purchase frequency, and reducing operational costs. Transform Quarterly/ Annual Business Reviews from passive status updates into strategic roadmapping sessions, advising client leadership and guiding their success alongside IM Digital executives. EXPERIENCE AND TECHNICAL SKILLS Proven experience managing complex or enterprise-level client portfolios within a digital, SaaS, or strategic consulting environment. Deep familiarity with digital transformation initiatives and enterprise commerce platforms like Shopify, Adobe, and Salesforce. Strong foundational experience in complex project management, specifically managing the intersection of technical engineering teammates and creative units. THE ADVISOR MINDSET You understand how to drive revenue, increase customer value, manage acquisition costs, and increase order values. You are comfortable holding firm boundaries, managing change orders, and protecting both the client business and IM Digital profitability. When a client makes a request, you use Socratic questioning to uncover the true business driver before proposing a solution. You are a proactive problem-solver who anticipates friction and engineers solutions before they escape. You never bring a problem without a hypothesis. KEY DIFFERENTIATORS Demonstrated history of explicitly owning revenue retention and successfully scaling the financial footprint of a single account or portfolio. Direct experience managing internal commerce teams for a major brand or a proven track record of commercial success at a top-tier digital transformation consultancy. The ability to travel, lead a room of C-suite executives, run dynamic whiteboarding sessions, and serve as the definitive face of the IM Digital standard. We offer a high-impact, high-velocity environment that's paving the way for the new AI era across our teams and with our clients. Join the team leading brands and manufacturers trust to guide and advise them through digital and AI transformation. You will have direct involvement in the most innovative commerce projects in the ecosystem, backed by competitive healthcare, retirement matching, flexible PTO, and a culture of excellence. EQUAL EMPLOYMENT OPPORTUNITY IM Digital is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, empowering every teammate to design, develop, and disrupt. J-18808-Ljbffr