Commercial Client Success Manager

GENERAL DESCRIPTION

The Commercial Client Success Manager is a full-time role with the expectation of working overtime as needed to meet job and client responsibilities. The team is seeking a talented Commercial Client Success Manager to help continue exceeding industry-recognized Net Retention goals. This position is primarily based in our St. Petersburg, Florida office and may require travel to various client locations as needed.

The Commercial Client Success Manager is responsible for retaining and expanding relationships within the commercial client segment, which includes growing firms with strong potential for expansion.

Reporting to the Client Success Program Manager, this role owns post-sale outcomes for assigned commercial accounts. The Commercial Client Success Manager serves as a trusted advisor to clients while driving renewals and identifying expansion opportunities. This role works cross-functionally, partnering closely with Sales and Delivery teams to align client outcomes with business growth and ensure consistent, high-quality client experience.

DUTIES AND RESPONSIBILITIES

Account Retention & Growth

• Own renewal and expansion outcomes for a defined portfolio of Commercial accounts
• Proactively manage renewal cycles, identifying risks early and executing retention strategies
• Identify, develop, and close expansion opportunities within existing client relationships
• Lead renewal and growth conversations focused on value delivered, outcomes achieved, and future client needs
• Maintain accurate forecasting and pipeline visibility for renewals and expansions

Account Strategy & Risk Management

• Develop and maintain account plans for high-risk clients
• Monitor client health indicators and proactively address potential churn risks
• Translate delivery outcomes into clear value narratives for renewal and expansion discussions
• Provide feedback to internal teams on client needs, challenges, and opportunities for service improvement

Cross-Functional Collaboration

• Act as a bridge between Sales and Delivery teams to ensure alignment across the client lifecycle
• Partner with Delivery and Practice teams to understand client engagement, delivery progress and project status
• Collaborate with Sales on account strategy, expansion planning, pricing, and contract execution

DESIRED QUALIFICATIONS

The most critical attributes for success on our team include a genuine interest in our work, a willingness to learn, an exceptional work ethic, and a strong commitment to quality and success. The ideal candidate demonstrates excellent written and verbal communication skills, personal accountability, and loyalty in how they build and maintain relationships. These attributes are prioritized over specific fields of study or technical experience.

• Bachelor's Degree – business-related field preferred
• 3 years of experience in Cybersecurity and/or Professional Services
• 3 years of experience in account management, client success, or customer growth roles with revenue ownership
• Previous achievement of quota
• Proficiency with CRM Software
• Familiarity with Health Scores and Sales Methodologies
• Demonstrated consistency in values, principles, and work ethic
• Interest and familiarity with technology, business operations, and strategy
• Ability to lift and move up to 15 pounds
• Ability to sit for prolonged periods of time.
• Ability to stand, walk, bend, or reach as necessary for job tasks.
Ability to use hands/fingers for typing, writing, or handling materials.

COMPANY DESCRIPTION

360 Advanced is a Cybersecurity and Compliance professional services firm that provides customized integrated solutions. Our clients range across industries and extend from small businesses to the Fortune 500. We work with client operations in over 40 states and on five continents globally. We are based in downtown St. Petersburg and are looking for a Commercial Client Success Manager to join our team.