ITI Digital: SaaS Client Success Manager
Company:
Location: Remote
Published: 2026-09-17
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 position. The Client Success Manager personally conducts onboarding calls, manages ongoing client engagements, monitors product adoption, and leads the renewal process. The role owns a defined core book of accounts directly and provides day-to-day direction to a small team of Client Success Specialists across the team's combined account portfolio. In addition to direct account responsibilities, this role contributes to process refinement and serves as an internal representative of client needs in product and strategy discussions. This is a hands-on, collaborative role rather than a removed management position.
Preferred Background
The ideal candidate brings direct familiarity with the organizations ITI Digital serves, along with an understanding of the digital tools that support them. Relevant experience may include one or more of the following:
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
An understanding of the operational environment of public-sector and quasi-public organizations, including board reporting cycles, grant-funded budgets, fiscal year planning, and multi-stakeholder decision-making processes
A genuine understanding of how these organizations operate — and the ability to translate that understanding into thoughtful, consultative account management — will be a distinguishing quality in this role
Key Responsibilities
1. Sales-to-CS Handoff & CRM Stewardship
This area of responsibility focuses on ensuring a smooth transition from Sales and maintaining accurate data across client management systems.
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
Lead periodic reviews of the client management platform database to ensure accuracy, clean segmentation, and up-to-date client records
Serve as the primary CS point of contact for platform questions, configuration updates, and vendor best practices
2. New Client Onboarding Ownership
The Client Success Manager is responsible for guiding new clients through a structured, milestone-driven onboarding process across our DXP platform and managed destination websites.
Conduct welcome calls and kickoff meetings, drawing on destination industry experience to establish meaningful rapport with clients
Clarify package scope, delivery timelines, and client-side resource commitments in accessible, straightforward terms
Coordinate with Implementation and Technical Support specialists to track milestone completion; escalate blockers proactively
Provide product demonstrations tailored to client use cases, connecting features to real workflows relevant to the client's organization type
Deliver a formal end-of-onboarding notification and satisfaction survey; document lessons learned for playbook improvement
3. Subscription Engagement & Product Adoption Strategy & Support
This area of responsibility centers on developing and sustaining strong client relationships throughout the subscription period, with a focus on long-term engagement and product adoption.
Maintain direct ownership of an assigned core book spanning DMOs, government agencies, Parks & Recreation departments, and economic development organizations across their full subscription terms
Conduct regular check-in cadences calibrated to client tier and account health
Apply relevant industry knowledge to connect product features to client outcomes, including visitor center engagement metrics, grant reporting requirements, economic development KPIs, and co-op partner ROI
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
4. Client Health Monitoring & Risk Management
The Client Success Manager is expected to maintain a consistent, informed view of account health, identifying and addressing risks before they affect client satisfaction or retention.
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 dissatisfaction, and maintain a documented save plan for each
Log client-reported technical issues and escalate for triage and engineering assignment
Escalate at-risk accounts to leadership with a clear situation summary, documented save plan, and recommended course of action well ahead of the renewal date
5. Renewal Management
Renewal management is a primary accountability of the Client Success Manager. This role carries direct responsibility for retained revenue across the assigned portfolio.
Maintain a current, accurate renewal pipeline with visibility into upcoming contract end dates
Initiate renewal conversations well in advance of contract end; identify and address concerns early to avoid late-stage risk
Apply approved concession parameters for renewal negotiations; escalate any offer outside those boundaries prior to client communication
Prepare renewal contracts (with admin support); track signature status and follow up as needed
Escalate contract, pricing, or invoicing concerns to leadership with full account context and a recommended course of action
6. Team Collaboration, Coaching & Continuous Improvement
The Client Success Manager works closely with a small team of Client Success Specialists, providing day-to-day guidance, sharing best practices, and helping to ensure consistent quality across the team's client interactions.
Provide day-to-day direction and support to Client Success Specialists, including guidance on client communication, issue resolution, and account management best practices
Serve as a resource for the Specialists when navigating complex client situations, escalations, or unfamiliar account types
Partner with Implementation, Technical Support, and relevant internal teams to resolve client issues that fall outside standard support workflows
Contribute to the development and refinement of onboarding and adoption playbooks, drawing on direct client experience across the full portfolio
Contribute relevant sector knowledge to internal conversations regarding product roadmap, marketing, and sales positioning
Uphold consistent standards in client communication, documentation, and CRM data management, and support the Specialists in doing the same
Ideal Candidate Profile
The following characteristics describe the professional qualities ITI Digital is seeking in this role:
Dependable — consistently reliable in following through on commitments to clients and colleagues
Collaborative — willing to share knowledge and provide informal guidance to colleagues in a team-oriented environment
Consultative — approaches client relationships with careful listening and thoughtful problem-solving
Sector-fluent — familiar with the operational and planning cycles of DMOs, government agencies, and economic development organizations, including board governance, grant budgets, and public accountability structures
Tech-curious — interested in SaaS and digital platforms, with a willingness to develop fluency in new tools
Detail-oriented — attentive to the accuracy and thoroughness required in CRM management, milestone tracking, and contract administration
Adaptable — comfortable navigating shifting priorities in a growing organization
Autonomous — able to exercise sound independent judgment while knowing when to involve leadership
Composed under pressure — maintains professionalism and perspective in a fast-paced, evolving environment
Position Details
Location: Fully remote — US Eastern Time Zone (8 AM – 5 PM ET). Reliable computer and internet connection required. Candidates located in the US Eastern or Central Time Zone are preferred.
Work Schedule: Full-time exempt position. Standard hours: 8:00 am–5:00 pm EST. Minimum 40 hours per week. Additional time may be required based on business needs.
Employment Type: Contract-to-hire 1099, with a 90-day evaluation period. Successful completion converts to Full-Time W2 with benefits.
Compensation: Commensurate with experience. Compensation is determined based on factors including relevant experience, demonstrated qualifications, and geographic location.
Reports To: VP, Digital Strategy
Platform Communication/Systems: Slack, Zoom, Google Meet, and CRM/project management tools, such as Vitally CS, HubSpot, Asana, JIRA, and Freshdesk.
ITI Digital is an equal opportunity employer.
To apply: https://weworkremotely.com/remote-jobs/iti-digital-saas-client-success-manager
Twikey: Java Developer
Company:
Location: Remote
Published: 2026-09-17
Headquarters: Ghent - Belgium
URL: https://www.twikey.com
Are you a driven back-end developer who doesn't wait for instructions, but is already thinking two steps ahead? Who experiments with new technologies and smart solutions alongside the job? Then we want to talk to you.
Straight forward but clear: Twikey isn't looking for someone to just execute. We're looking for someone who thinks, does and keeps going when the going gets tough.
Because fintech is evolving at breakneck speed. That calls for real ownership and for someone who can dive deep on the technical side to keep innovating and improving our platform. You get plenty in return, such as the freedom and responsibility to deliver your own projects. Thanks in part to our organisational structure, you can shape your ideas in the short term and see the results of your hard work quickly.
Driven by your passion for building scalable, performant and secure back-end systems, you continuously raise the bar for your own skills and for our product.
As a member of our development team you work closely with our CTO, 3 fellow developers and 2 testers on the core of our software application. A small, strong team in which you take on a role with real impact on the future of our product.
You focus on developing and improving the back-end of our platform, optimising the architecture and data processing while keeping the security and stability of our system in mind. This lets you put your technical skills to full use and come up with innovative solutions.
With your expertise you'll make valuable suggestions and streamline processes for all our stakeholders, so we can work more efficiently and achieve better results.
You provide technical support on integration projects with software houses, banks and large companies, solving complex technical problems. That gives you the chance to work on challenging projects and to get in touch with a wide range of technologies and industries.
Once you know our product inside out, there are plenty of challenging projects for you to help build.
What are we looking for in you?
You are driven, curious and enterprising. Not only in your job, but outside of it too. You have a pro-active attitude and are always a few steps ahead: you spot opportunities, grab them and get to work.
Technical challenges? You take them on, not because you have to, but because you want to learn. You're a self-starter and quickly get to grips with new technologies, languages or frameworks.
You understand that a good product is never "finished". You draw energy from that mix of creating and fine-tuning. You think along, question things and keep building new solutions.
You have experience using AI tools to build integrations. You're actively exploring how AI can contribute to smarter user experiences and more efficient software development. Experience with data analytics is an asset.
You therefore attach a lot of importance to the security, stability and reliability of a system and know what it takes to get there. You work in a structured, meticulous way and write code that is clean, reusable and easy to test.
You have demonstrable experience with Java, Go and the Spring framework. Experience with API integrations, web services, Linux or other relevant areas is a plus.
You have a deep understanding of databases. You don't just know how to use them, you know how they work. You have an opinion on structured, high-quality code, architecture and back-end technologies.
You have a very good command of English, for smooth collaboration with all colleagues and stakeholders. Dutch is an asset.
You are based in a time zone within one hour of CET, so your working day overlaps with the team's for the daily stand-ups and close day-to-day collaboration.
You can work independently and enjoy a small team where switching gears quickly, collaboration and knowledge sharing are central.
Twikey offers you:
An environment where challenge, innovation and autonomy come first.
The room to experiment, to challenge and to improve. And we expect you to really take that room.
An ideal setting if you want to grow fast and healthily, both technically and personally. Training, ownership, taking on new or additional roles based on your talents and interests, ... a lot is possible here, and you're at the wheel!
A complementary team of more than 35 colleagues who move forward together in a respectful and open atmosphere.
A motivating workplace with plenty of knowledge and expertise, shared both formally during the daily stand-ups and the weekly Friday call, and informally at the coffee machine.
Appreciation, openness and critical dialogue. Our Friction Hunter Trophy is an example: every month we celebrate the colleague who made the biggest difference for customers, teammates or internally. Your impact gets noticed!
A modern workplace with different zones (conference, connect, co-work, concentrate) in a recently built, industrial-style office building. Easy to reach by car, by bike and by public transport on the edge of Ghent, right next to the KBC tower.
A salary package tailored to your experience and skills, with plenty of extra-legal benefits, a collective bonus system and a cafeteria plan to convert your 13th month as you choose.
The chance to work in an innovative Belgian fintech scale-up that is active in several countries, in a sector that is growing fast!
A job ad doesn't tell you everything. Our colleagues tell you here what it's really like to work at Twikey.
To apply: https://weworkremotely.com/remote-jobs/twikey-java-developer
