Client Success Manager, Media

Client Success Manager (CSM)

The Client Success Manager (CSM) serves as the primary day-to-day contact and relationship owner for clients, leading cross-functional campaign delivery across multiple media channels. Acting as a trusted strategic partner, the CSM connects campaign execution to client business objectives, ensures clear communication and accountability, and helps identify opportunities to strengthen and grow the client relationship. The main objective of this role is to drive client success and account growth through proactive communication, critical thinking, internal leadership, and seamless cross-functional collaboration.

The ideal candidate is both detail-oriented and big-picture minded, able to translate client objectives into outcome-focused media strategies, navigate ambiguity, and foster long-term client trust and satisfaction.

Client Leadership and Relationship Management (70%):

• Serve as the primary client contact, maintaining consistent communication, ensuring clarity of deliverables, and proactively managing expectations.
• Partner closely with clients to understand their business objectives and translate them into outcome-focused media strategies aligned to goals such as incremental sales, return on ad spend, foot traffic, awareness, consideration, and other agreed measures of success.
• Demonstrate strong critical thinking by identifying challenges, proposing solutions, and connecting campaign activity to the client's broader business objectives.
• Lead client status meetings, campaign reviews, and performance discussions, coordinating the participation of Analytics, Ad Operations, and other subject matter experts as appropriate.
• Develop and present client-facing materials including campaign recaps, performance reports, and strategic recommendations; partner with Analytics subject matter experts on measurement interpretation and client-facing measurement presentations.
• Lead cross-functional alignment across Ad Operations, Creative, Creator Solutions, Analytics, Sales, and other partners to ensure high-quality execution, clear ownership, and continuous improvement.
• Act as a client advocate internally, ensuring the team delivers high-quality work that meets or exceeds client expectations.
• Identify opportunities for account expansion, additional solutions, and future investment by uncovering evolving client needs and business objectives.
• Partner with Sales on renewals, upsell opportunities, and account growth strategies while maintaining continuity across the client relationship.
• Build trusted advisor relationships with client stakeholders and contribute to long-term retention and growth through consultative guidance.

Campaign Strategy and Operational Excellence (30%):

• Oversee campaign planning and activation to ensure timelines, deliverables, and performance expectations are achieved; partner with Ad Operations as the owner of tactical optimization and communicate recommendations and tradeoffs to clients.
• Maintain a working understanding of campaign performance and measurement so that recommendations from Analytics and Ad Operations can be translated into clear, client-relevant implications and next steps.
• Manage internal project workflows via , Salesforce, and other systems to maintain visibility into campaign progress.
• Conduct quality checks on deliverables, ensuring accuracy, consistency, and adherence to client and brand standards.
• Anticipate potential issues or delays, problem-solve proactively, and lead internal and external communication through resolution while maintaining client confidence.
• Support the integration of influencer, retail media, and paid social components within broader omnichannel strategies and execution.
• Maintain a strong understanding of evolving media trends, ensuring strategies remain current and competitive.
• Lead internal kickoff meetings and cross-functional working sessions, drive accountability to commitments, facilitate difficult conversations, and build alignment without direct authority.
• Leverage approved AI-enabled tools and automation to improve campaign planning, client communications, reporting workflows, operational efficiency,…