Client Success Manager

Job Description

The CSM's priority is building strong, impactful, long-term client relationships. This begins with onboarding and coordinating regular internal and external touchpoints during campaign lifecycles. Being able to tell a story from digital campaign metrics is a must. You will also identify account growth opportunities, support renewal efforts, and partner with senior team members on account support.

Understanding fundamental digital products such as display, SEM, SEO, email marketing, and social media is a vital component of being a CSM. This includes the ability to speak to performance metrics and relay how each solution can work together to solve a client's business needs.

The right candidate knows how to work across multiple teams, proactively identify red flags, and create scalable approaches to showcasing value to their assigned book of clients.

COMPETENCIES

Proactive Adaptive Efficient Critical Thinking Tech Savvy Strategic Problem Solving Analytics-Driven

RESPONSIBILITIES

The following is meant to establish your initial expectations for the role of CSM on this team; however, specific job duties may change following communication and collaboration with your team lead:

• Foster engaging relationships with clients through regular touch points and campaign reviews.
• Leverage data storytelling skills, identify trends, and relay results and recommendations relevant to the client's business KPIs.
• Recommend long-term solutions and success plans to improve performance.
• Track client success metrics and maintain CRM account notes, raising flags on high-risk clients to prevent churn.
• Coordinate and troubleshoot with cross-functional teams when campaign pacing, performance, or outcomes fail to meet benchmark metrics.
• Promptly relay client feedback to cross-functional teams to ensure we retain and grow advertiser relationships.
• Onboard new clients/campaigns.
• Identify upsell and growth opportunities for organic account development.

Minimum Qualifications:

• Bachelor's degree in advertising, marketing, communications, or a related field.
• Two to three years of experience in digital campaign coordination, advertising sales, support, and operations.
• Ability to speak to digital ad products and services (social media, SEO, SEM, e-mail, display/programmatic, website, content strategy).
• Experience with digital advertising platforms (Google Analytics, Ad Manager, Facebook Business Manager, etc.).
• Ability to translate basic digital metrics into an accessible story for the clients.
• Intermediate communication skills-written, verbal, and presentation-and comfort communicating with client contacts and senior-level stakeholders online and offline.

BONUS QUALIFICATIONS

• Prior experience in ad/digital agency environments.
• Industry-relevant certifications (i.e., Google Analytics) or willing to begin accreditation within 90 days of hire.
• Experience with project management and/or CRM software.
• Digital media planning experience