Client Success Manager

Qualifications

• Bachelor’s degree or equivalent education and experience
• 1-2 years of professional experience in a marketing/business setting
• Experience managing lead gen client accounts required; more than 2 years preferred
• Possess strong communication skills with excellent ability to present information in a meaningful and engaging way
• Exceptional ability to foster positive business relationships
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Well-organized, with high attention to detail and the ability to prioritize competing deadlines
• Curious to learn, better understand, and ask questions
• Confident, high energy, self-motivated, and a true team player
• Willingness to adapt and test new workflows and processes
• Always on the lookout for efficiencies and new opportunities
• Willing and able to work through challenges and setbacks with agility, determination, and a proactive mindset
• Ability to de-escalate conflicts and remain calm in stressful situations
• Experience managing large accounts and working with c-suite level executives
• Understanding or exposure to advertising platforms and ability to articulate digital marketing terminology with a desire to learn new technologies
• Ability to synthesize high level business and marketing data to relay insights and recommendations between internal team and clients
• An understanding of business financials and a P&L is preferred
• Experience with Shopify, Meta Ads, Google Ads, and Google Analytics preferred
  
  

Job Description/Responsibilities

Relationship Management: Build and maintain strong relationships with clients, serving as their advocate and trusted advisor. Conduct regular check-ins to understand client needs, address concerns, and identify opportunities for growth and optimization. Read the room in complex social scenarios and diagnose and pivot to potential solutions.

Account Ownership: Serve as the internal account lead, offering strategic direction grounded in a deep understanding of the client and their goals. Collaborate to develop strategies aligned with client objectives, foster high-quality contributions from Subject Matter Experts, and champion team achievements. Take proactive steps to ensure client retention and satisfaction throughout the entire life cycle.

Analytical Business Acumen: Possess a strong ability to interpret and speak to key business metrics, such as Blended ROAS, New Customer Acquisition, and profit margin. Understand how the interconnectedness of paid and non-paid media metrics impact overall business performance beyond platform-specific marketing, and use this insight to inform strategic recommendations and drive client success.

Project Management: Responsible for the oversight of client campaigns, ensuring all deliverables are completed on time and within a given budget. Includes establishing project milestones and keeping all team members on task and prioritizing competing deadlines. Monitor campaign performance and analyze key metrics. Relay information, updates and follow-ups in a timely manner for internal and external use.

Presentations: Prepare and present regular performance reports to clients, highlighting key metrics, insights, and recommendations for optimization. Continually demonstrate the value of our services and identify opportunities for improvement and growth. As determined by the Client Success Manager, invite relevant internal Subject Matter Experts to client meetings.

Data Management

Ensure the client understands agency efforts and the correlation of marketing metrics to overall business growth.

Radical Candor: Engage in “Radical Candor” as a means of productive dialogue between coworkers and clients for growth and areas of opportunity.

Conflict Resolution: Proactively identify and address any issues or concerns raised by clients, including verbal and emotional cues, working closely with internal teams to resolve them in a timely and satisfactory manner. Serve as the primary interface for client-related issues and ensure swift resolution to maintain client satisfaction.

Client Onboarding: Serve as the primary point of contact for new clients, guiding them through the onboarding process and setting clear expectations for the partnership. Collaborate with internal teams to develop onboarding plans tailored to each client's goals and objectives.