Senior Client Success Manager - Later, Vancouver

The Opportunity

Later is at the forefront of influencer marketing, empowering brands with an AI-powered platform and over a decade of proprietary data to build successful, unforgettable campaigns. Trusted by leading enterprise brands like Nike and Unilever, Later helps teams understand what will work before they launch, bridging creativity and performance to deliver tangible results. This is an exciting opportunity to join a company that removes guesswork from influencer marketing, enabling brands to choose the right creators and execute fully managed campaigns across various objectives.

As a Senior Client Success Manager based in Vancouver, you will play a pivotal, revenue-critical role in driving the retention, expansion, and long-term success of a portfolio of Later's strategic customers. Your primary focus will be on achieving net revenue retention through renewals, upsells, and cross-sells, all while ensuring customers consistently realise meaningful value from Later’s innovative products and services. You will operate as a trusted advisor to senior stakeholders, balancing strategic planning with hands-on execution to proactively identify growth opportunities within complex customer organizations. This role reports to the VP of Client Success and involves close collaboration across Sales, Services, Product, and Finance to ensure customers grow with Later over time.

What You'll Do

Your responsibilities will span strategic planning, technical execution, team collaboration, and continuous learning, all aimed at fostering strong, lasting customer relationships and driving revenue success for Later.

• Build and own Mutual Success Plans for all assigned customers, aligning their business objectives to measurable outcomes delivered through Later.
• Identify and proactively pursue expansion opportunities across products and services within your book of business.
• Develop and maintain account maps that identify key stakeholders, decision-makers, influencers, and succession risks.
• Bring a strategic, commercially minded perspective to customer engagement, connecting customer priorities to long-term partnership value.
• Own renewals, upsells, and cross-sell motions in partnership with Sales, accurately forecasting outcomes and managing pipeline health.
• Lead executive-level conversations with VPs and C-suite stakeholders, uncovering high-value business challenges and positioning Later as a strategic solution.
• Serve as the Voice of the Customer, translating customer insights into actionable feedback for Product, Services, and internal leadership.
• Ensure customers are realising tangible ROI from Later’s products and services through ongoing value articulation and outcome tracking.
• Maintain high operational rigour across forecasting, CRM hygiene, and internal communication.
• Partner closely with the Services team to scope, launch, and manage services engagements, ensuring seamless handoffs and delivery.
• Coordinate across Sales, Product, Support, Finance, and Services to remove friction and deliver a cohesive customer experience.
• Build durable, trust-based relationships with customers from onboarding through renewal, positioning yourself as a long-term advisor.
• Share insights and learnings across the Client Success team to elevate performance, consistency, and best practices.
• Stay current on trends across influencer marketing, social platforms, and the broader martech ecosystem to proactively advise customers.
• Continuously refine your approach to account planning, stakeholder management, and revenue growth based on performance data.
• Contribute to the evolution of Client Success playbooks, frameworks, and scalable operating practices.

What Success Looks Like

• Consistently delivers strong net revenue retention across assigned accounts through renewals and expansion.
• Builds deep, multi-threaded relationships with senior customer stakeholders, reducing churn risk and increasing account longevity.
• Accurately forecasts renewals and upsells, with clear visibility into risks and opportunities.
• Customers clearly articulate the business value and impact of working with Later.
• Acts as a trusted internal and external partner, bringing clarity, insight, and momentum to complex situations.

Qualifications

To thrive in this role, you will bring a robust background in client success and account management, coupled with a strategic mindset and exceptional communication skills. Your ability to operate as a trusted advisor and drive revenue growth will be key to your success.

• 5+ years of experience in a revenue-owning role (Client Success, Strategic Account Management, Account Executive, or similar).
• Proven experience retaining and growing revenue within enterprise or mid-market accounts.
• Background in influencer marketing, martech, SaaS, or agency environments.
• Demonstrated success building and forecasting pipeline tied to renewals, upsells, and cross-sell.
• Exceptional written, verbal, and presentation skills, with the ability to influence senior decision-makers.
• Strong cross-functional collaboration experience across Sales, Product, Services, Support, and Finance.
• Track record of operating as a trusted advisor, translating customer goals into clear, actionable strategies.
• Ability to identify, engage, and retain key stakeholders in fast-changing customer organizations.
• Comfort operating in ambiguity, prioritising effectively, and maintaining momentum in a high-growth environment.

A nice-to-have qualification includes experience leveraging AI, automation, or operational tooling to scale customer success workflows.

Why You'll Love It Here

At Later, we believe in fostering a culture rooted in an inclusion-first mindset, embracing diversity, and building teams for culture add rather than culture fit. We are committed to creating a diverse environment and are proud to be an equal opportunity employer, ensuring unbiased hiring, pay, and promotion practices. We value impact, strategic thinking, curiosity, collaboration, accountability, and emotional intelligence in how we work, creating a supportive and growth-oriented atmosphere for all team members.

Our approach to compensation is market-based and data-driven, leveraging trusted third-party sources to determine the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, considering performance and market-related factors. While this role's compensation is structured as On Target Earnings (OTE = base + commission/variable), all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package. We are transparent with salary ranges on all job postings to comply with local legislation and ensure clarity.