Client Success Manager

ROLE:

The role of the Client Success Manager (CSM) is to develop strong relationships with all clients, maintain all ongoing client communication, identify additional opportunities to service clients, and ensure monthly promises are delivered with integrity, honesty, and transparency.

In this role, you will work with cross-functional teams (including The Ads Success Team, Managers & Owners) to improve the entire client experience and ensure a systematic experience is delivered. This position may require occasional travel for seminars and team adventures.

While this role offers a high level of client interaction and the opportunity to make a measurable impact, there are also "unsexy" parts of the job that we want to be upfront about. You'll need to stay on top of meticulous documentation, juggle competing client needs, and occasionally troubleshoot challenges that may feel outside of your direct control. If you're not comfortable handling tough conversations or staying proactive in the face of ambiguity, this might not be the right fit for you.

Ultimately, a successful Client Success Manager will collaborate with the entire team to achieve desired results and outcomes, keeping clients engaged with our products and services for the long run while using existing clients to generate new referral business.

RESPONSIBILITIES:

• Establish, develop, and maintain positive client relationships.
• Move prospective new client leads to the proper stage of the pipeline via Airtable.
• Identify new ways to service current clients.
• Act as the first point of contact for client requests (even when it means addressing concerns you didn't create).
• Onboard all new clients with attention to detail and process consistency.
• Perform weekly client marketing reviews.
• Maintain a thorough understanding of clients and their business strategies.
• Perform daily internal reporting (not glamorous but critical).
• Complete general administrative duties promptly.
• Provide performance reporting to internal teams.
• Ensure ongoing collection of client content for marketing.

RESULTS:

• 
  Role Outcome: Obtain one (1) unique referral (phone number & email) from 40% of all active accounts per quarter. Example: 100 active accounts yield 40 referrals per quarter.
• Role Outcome: Maintain an average client satisfaction score of >8.9 per quarter.
• All onboardings are completed on time and with accuracy.
• Contribute to a monthly churn rate of <10%.
• Ensure all existing client communication is completed and documented by the end of the day (EOD).
• Host all weekly client marketing reviews on time and with accuracy.
• Communicate all challenges and opportunities to your direct report by EOD.
• Stay well-versed in the latest procedures, technology, and offerings through continued education/trainings.
• Follow all internal communication cycles properly and consistently.

REPORTS TO:

• COO - Chief Operations Officer

REQUIREMENTS:

• Strong interest/focus on personal and professional development (if you're not invested in growth, this is not the role for you).
• Strong interpersonal skills for building authentic client relationships.
• Strong verbal and written communication skills, even under pressure.
• Ability to translate numbers and reports into actionable insights for multi-level teams.
• Conscious attention to detail (mistakes here can have real consequences).
• Previous account management experience (required). Bonus: Experience in the agency/marketing industry.
• Comfortable with numbers and data (if Excel and reports make you sweat, this isn't the job for you).
• Technology-savvy (Excel, project management software, data tools, Facebook, etc.).
• Proven ability to juggle multiple account management projects simultaneously.
• Experience in business development (helpful but not required).

WHAT THIS ROLE IS NOT:

This role is not for someone who:

• Shies away from conflict or avoids tough conversations.
• Needs constant hand-holding or struggles with self-organization.
• Prefers a predictable, repetitive job over a dynamic and fast-paced environment.
• Dislikes handling meticulous documentation or administrative tasks that are crucial for long-term success.
• Finds routine client follow-ups or troubleshooting to be "beneath them."

JOB TYPE:

• Full-Time

PAY STRUCTURE:

• 
  Base: $60,000 - $80,000 Per Year (Annual)
• Bonus: $500 per referral solicited and closed

SCHEDULE:

• Full Time (W2)
• Monday through Friday, 9 AM to 5 PM

EXPERIENCE:

• Customer Service: 1 year (bonus, not required)
• Outbound Calling: 6 months (bonus, not required)

WORK LOCATION:

This job isn't for everyone, and that's okay. We're looking for someone who thrives on the combination of strategy and execution, understands the challenges of client-facing roles, and finds fulfillment in balancing big wins with the nitty-gritty of daily operations. If that's you, we'd love to hear from you!