ITI Digital: SaaS Client Success Manager

About the role

Headquarters: US-Florida URL: https://iti-digital.com/ Role Overview 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 portfolio includes Destination Management Organizations (DMOs), regional tourism boards, Chambers of Commerce, parks & recreation departments, government agencies, and economic development organizations. A background working with or for these types of organizations is central to this role. This is an active, day-to-day account management

Requirements

• Identify expansion opportunities within existing accounts and hand off to the Sales team for follow-through
• Proactively identify accounts showing signs of declining usage or key contact changes, and respond with appropriate education or outreach
• Share relevant case studies, benchmark data, and best practices from across the ITI Digital client base to support adoption
• Serve as an internal advocate for clients during product development discussions, translating sector-specific feedback into actionable product input
• Maintain health scores in the client management platform using usage data, survey results, support ticket patterns, and relationship signals
• Conduct structured health-check conversations at defined intervals, especially during leadership transitions at client organizations
• Deploy satisfaction survey campaigns at key subscription milestones; analyze results and close the feedback loop with clients
• Classify at-risk accounts on early indicators — passive satisfaction, declining usage, key contact changes, budget or procurement signals, and client unresponsiveness — not solely on expressed dissati