Client Success Manager for Digital Marketing Company

Please note** We're only looking to hire candidates that have previous experience in Client Success for a Digital Marketing company. Thank you!

About us
ADM is a high performance marketing agency with 45 clients across North America. Growing at a rate of 20-30 new clients / month, our company is positioned to become a market leader for revenue generation for private healthcare providers within 2 years.

Goals of our Client Success Manager:

To create exceptional client experiences that drive retention and growth by:

• Building strong relationships with clients based on trust and results
• Ensuring successful implementation of our methodologies and frameworks
• Identifying opportunities to expand client relationships and increase LTV
• Gathering actionable feedback to continuously improve our service delivery
• Serving as the bridge between client needs and our internal teams

Outcomes // KPIs:

Client Retention

• a. Maintain minimum 95% client retention rate month over month
• b. Receive minimum client satisfaction score of 9/10

Client Expansion

• a. Generate minimum 10% of total contract value from existing client expansions
• b. Identify minimum 2 upsell opportunities per client per quarter
• c. Successfully convert minimum 40% of identified expansion opportunities
• d. Achieve minimum average client LTV of $12,000USD

Implementation Success

• a. Ensure 100% of clients are completing onboarding process within timeline
• b. Achieve minimum 95% of clients reporting meaningful results
• c. Maintain minimum 90% milestone completion rate across client engagements
• d. Collect minimum 5 client success stories/case studies monthly

Team Collaboration

• a. Submit accurate weekly client status reports with 100% compliance
• b. Pull consistently client feedback that drives service improvements
• c. Maintain minimum communication satisfaction score of 8/10 from internal teams
• d. Successfully resolve minimum 90% of client issues within SLA timeframes

Responsibilities:

Client Relationship Management:

• Serve as primary point of contact for assigned clients
• Build and maintain strong relationships with key stakeholders
• Conduct regular check-ins and progress reviews
• Identify and address potential issues before they escalate
• Gather and implement client feedback to improve experience

Implementation & Support:

• Lead client onboarding and implementation processes
• Ensure successful execution of our methodology
• Work with delivery team to customize approaches as needed
• Track progress against client goals and milestones
• Document and share success stories and best practices

Growth & Expansion:

• Identify opportunities to deepen client relationships
• Work with sales team on renewal and expansion strategies
• Develop account growth plans for key clients
• Secure case studies and testimonials from satisfied clients
• Facilitate introductions and referrals to potential clients

Reporting & Analysis:

• Track and report on client health metrics
• Provide regular status updates to internal teams
• Analyze patterns across client engagements to identify improvements
• Document and share client insights to inform product development
• Create impact reports that demonstrate ROI for clients

Competencies:

Relationship Management:

• Ability to build strong, trust-based client relationships
• Skill in managing expectations and difficult conversations
• Experience serving as a trusted advisor to executives
• Talent for reading between the lines of client communication

Strategic Problem Solving:

• Identifies root causes rather than symptoms
• Connects client challenges to our solutions effectively
• Anticipates potential roadblocks before they occur
• Develops creative approaches to client-specific situations

Implementation Excellence:

• Strong project management capabilities
• Attention to detail while maintaining strategic view
• Ability to translate methodologies to specific client contexts
• Experience guiding clients through transformation processes

Communication Mastery:

• Clear and concise in both written and verbal communication
• Ability to translate complex concepts into accessible terms
• Experience facilitating productive meetings and workshops
• Talent for maintaining communication momentum

Core Values (if these do not resonate with you, please do not apply):

● Own Your Opportunities: Every mistake & obstacle is an opportunity for growth, and we use it as such. The only two words you will never hear at this company: fault & blame.

● Commit To Your Own Potential: We expect this of ourselves, each other, and our clients -- to relentlessly, critically be redefining & growing into the most potent version of ourselves and give this version of ourselves to the world.

● Persist Until Success: We cultivate a spirit of determination, refusing to give up when faced with challenges. Our focus is on analyzing and persisting until we uncover successful solutions to achieve our goals.

● Trust, Collaboration and Openness: To be able to have faith in the team members around us, so we’re all rowing in the same boat, and being open to sharing the good and the bad.

Job Type: Full-time

Pay: $60,000.00-$120,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off

Work Location: Remote