Customer Success Manager (Marketing Experience)

About Us

Forward Media Marketing is a performance marketing agency specializing in lead generation for painting businesses across North America. Based in Montreal, we partner with growth-minded home service companies to generate consistent, high-quality leads through paid media and strategic execution.

We are a fast-growing team that values clear communication, strong relationships, and accountability to results. Our success is built on delivering both performance and a best-in-class client experience.

Position Overview

As a Customer Success Manager (CSM) at Forward Media Marketing, you will own the client relationship post-sale and serve as the primary point of contact throughout the lifecycle of the partnership.

Your role is to ensure clients feel informed, supported, and aligned on strategy while working cross-functionally to drive long-term success. You will act as a client advocate internally and play a key role in retention by building trust, setting expectations, and ensuring clients understand their performance and path forward.

This role requires strong relationship management skills and a working knowledge of digital marketing and lead generation.

Key Responsibilities:
Client Relationship, Retention & Communication

• Serve as the dedicated point of contact for assigned clients post-sale
• Build strong, trust-based relationships that support long-term retention
• Lead client meetings and check-ins to align on goals, expectations, and performance
• Proactively address concerns, manage expectations, and reduce churn risk
• Clearly communicate results, insights, and next steps in a way clients understand

Performance & Strategic Alignment

• Help clients maximize ROI from their marketing investment through success planning
• Guide clients through performance conversations, including CPL, lead quality, testing, and optimization
• Identify opportunities for improvement and collaborate with internal teams on strategic adjustments
• Ensure clients understand what is being tested, why it matters, and how performance is evolving

Internal Collaboration & Advocacy

• Act as the voice of the client internally while balancing performance realities
• Collaborate closely with Digital Strategy and Creative teams to ensure alignment on priorities
• Communicate client feedback, requests, and concerns clearly and constructively
• Support renewal conversations by reinforcing value, progress, and next steps

Requirements & Qualifications

• At least 1 year of experience in digital marketing, performance marketing, or a client-facing agency role
• 2+ years of proven experience in client-facing positions, including account management, customer success, or sales
• Sales experience is required and will help the CSM proactively identify growth opportunities for clients
• Strong communication skills, both written and verbal, with the ability to clearly explain digital marketing concepts to clients
• Proven ability to build and maintain strong client relationships, advocate for client needs, and drive results
• Comfortable analyzing performance data, identifying trends, and translating insights into actionable recommendations
• Collaborative mindset with experience working cross-functionally with creative, strategy, and operations teams
• Highly organized, proactive, and confident managing multiple client relationships
• Experience in lead generation or home services marketing is a plus

What Success Looks Like in This Role

• Clients feel confident, informed, and supported throughout the partnership
• Strong retention driven by trust, communication, and expectation management
• Clear alignment between client goals and internal execution
• Proactive identification of risks and opportunities
• Productive, professional relationships with both clients and internal teams

Compensation & Benefits

• Competitive base salary
• 15 paid vacation days
• Your birthday off
• Half-day Fridays
• Health benefits package (for Canada-based employees)
• $1,200 annual health & wellness and learning & development stipend
• 100% remote work
• Clear opportunities for growth as the Customer Success team scales

Why Join Forward Media Marketing

• Be part of a growing, performance-driven agency
• Play a direct role in client satisfaction and retention
• Collaborate with a supportive, cross-functional team
• Opportunity to grow as the Customer Success function continues to mature

How to Apply

Apply here:
https://airtable.com/apptUlEWtvJrgsBGs/pagEdp9149AOGG5m5/form

Pay: $65,000.00-$75,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off
• Work from home

Work Location: Remote