Client Success Manager

Client Success Manager

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The Client Success Manager (CSM) plays a key role in supporting the onboarding and implementation of digital products for clients. This position helps ensure clients have a smooth, organized, and positive experience from day one—managing timelines, coordinating internal teams, and providing ongoing communication. The CSM provides best-in-class support to both internal and external stakeholders, consistently exceeding expectations, and helping to drive client retention and revenue growth.

This role is ideal for someone who thrives on collaboration, enjoys working directly with clients, and is eager to grow in the digital marketing space.

• Manage client onboarding from start to finish, ensuring implementation is well-organized and aligned with client expectations.
• Serve as an advisor to clients, utilizing 2060 Digital resources, best practices, and tools.
• Efficiently manage and oversee multiple client onboarding projects concurrently.
• Develop agendas, manage and lead external client meetings, such as kick-offs, and participate in reporting sessions.
• Collaborate with clients to ensure proper access and connectivity across their website and advertising platforms—such as Google, Meta, and others—to support accurate tracking, reporting, and campaign execution.
• Own the creative request process by coordinating with clients and internal production teams to ensure timely delivery of all necessary assets.
• Set clear expectations with the client regarding creative deadlines, approval timelines, and potential impact on campaign launch dates.
• Collaborate with the Digital Brand Strategist (DBS) to ensure all creative assets align with the overall campaign strategy and objectives.
• Keep stakeholders informed with clear, timely progress updates.
• Identify and recommend process improvements and resource enhancements tailored to client needs, supporting continuous optimization efforts.
• Liaison with internal teams to present feedback or improvements to internal processes related to onboarding and escalates any issues preventing successful implementations.
• Collaborate with team members to gather data and deliver high-quality, accurate, and insightful reports, while providing client training on reporting dashboards as needed.
• Support ongoing efforts to optimize the customer experience and foster successful interactions throughout onboarding and across the entire client lifecycle.
• Lead client retention efforts by providing exceptional service that ensures client satisfaction and nurtures lasting partnerships.
• Provide flexible support across the entire Customer Success Management team as needed to ensure seamless coverage and maintain operational continuity.
• Perform additional duties as assigned.

• Ideal background includes a degree in marketing, communications, or a related field and up to 2 years of experience in a digital agency or equivalent hands‑on digital marketing role.
• Strong project management and time management skills; familiarity with project management software is a plus.
• Ability to support new customers and their success in achieving long‑term value from digital solutions.
• Exceptional interpersonal skills; adept at connecting with clients from diverse backgrounds and clearly explaining complex technical and business concepts in a relatable manner.
• Skilled in building strong relationships and resolving conflicts, with the ability to influence and align internal teams and external partners.
• Clear, professional communicator with strong phone and video presence; remains calm and solutions‑focused under pressure.
• Proven ability to manage multiple competing priorities and effectively prioritize work in a fast‑paced, dynamic environment.
• Knowledge of current digital marketing trends and tactics.
• Experience working with Google Analytics, Google Tag Manager, and the broader Google Suite of tools, and the ability to understand, validate, and verify reporting metrics to ensure data accuracy and clarity.
• Must be highly creative, adaptable, and detail‑oriented, with a strong ability to manage deadlines effectively.
• Proven…