SaaS Client Success Manager

ITI Digital is seeking a Client Success Manager to serve as the primary relationship manager for a diverse portfolio of clients across our DXP platform and managed destination websites. This role involves onboarding new clients, managing ongoing engagements, monitoring product adoption, and leading the renewal process.

Responsibilities

• Maintain CRM company and deal records up-to-date with client information; flag gaps and align with Sales as needed
• Manage the client management platform configuration, including lifecycle stages, health scores, and onboarding playbooks
• Conduct welcome calls and kickoff meetings, drawing on destination industry experience to establish meaningful rapport with clients
• Maintain direct ownership of an assigned core book spanning DMOs, government agencies, Parks & Recreation departments, and economic development organizations
• Maintain health scores in the client management platform using usage data, survey results, support ticket patterns, and relationship signals

Requirements

• Experience within a Destination Management or Marketing Organization (DMO), government agency, or economic development organization in a marketing, digital, or partnership capacity
• Experience selling marketing services, digital platforms, or SaaS solutions to destinations, tourism boards, parks & recreation departments, government agencies, or economic development organizations from an agency or vendor perspective
• Familiarity with co-op programs, visitor guide campaigns, itinerary tools, virtual visitor centers, or digital engagement platforms used by public-sector or destination marketing organizations
• A genuine understanding of how these organizations operate — and the ability to translate that understanding into thoughtful, consultative account management

How to Apply