ITI DIGITAL Client Success Manager — Job Posting Full-Time · Fully Remote (US Eastern Time) Reports to: VP, Digital Strategy

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
2. New Client Onboarding Ownership
3. Subscription Engagement & Product Adoption Strategy & Support
4. Client Health Monitoring & Risk Management
5. Renewal Management
6. Team Collaboration, Coaching & Continuous Improvement

Detailed Responsibilities are noted in the job application page for each of the points above.

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. 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: Slack, Zoom, Google Meet, and CRM/project management tools such as Vitally, HubSpot, Freshdesk, JIRA, and Asana.

ITI Digital is an equal opportunity employer.

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