Client Success Manager, Agency

Department:
Agency Growth

Job Title:

Client Success Manager, Agency Compensation: $70,000 - $80,000

Location:

Arizona, California, Colorado, Connecticut, Florida, Georgia, Iowa, Illinois, Indiana, Kansas, Maryland, Michigan, Minnesota, Missouri, North Carolina, New Hampshire, New Jersey, New Mexico, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin Adswerve is looking for a Client Success Manager, Agency to join the Agency Growth Team! The Client Success Manager plays a crucial, client-facing role responsible for ensuring our clients achieve maximum satisfaction and value through the adoption and effective use of designated media platforms, solutions, and services.

This role is primarily proactive, engaging strategically with clients throughout their entire lifecycle to drive retention, platform adoption, and upsell opportunities. The Client Success Manager serves as the internal champion and client advocate, acting as the steward of the client's day-to-day success while representing the voice of the customer within the agency. This role works in close collaboration with the Agency Strategy Lead and Client Partner to align on high-level goals for their shared clients.

Responsibilities
* Lead, manage, and proactively cultivate strategic relationships with key agency partners, focusing on their overall satisfaction, retention, and long-term value.
* Directly accountable for maximizing dollar retention within the assigned client portfolio, focusing on tactics that minimize churn and prevent revenue decline.
* Serve as the primary day-to-day contact and internal champion for agency clients, handling and coordinating all general requests, inquiries, and issues to ensure timely and accurate resolution.
* Understands the main USPs (unique selling points) and value of the media platforms and how they operate, showcasing a level of expertise needed to manage their portfolio of accounts properly.
* Collaborate with internal teams on any open managed service or consulting opportunities, support cases, and data science projects for their accounts.
* Proactively identify, qualify, and assist in closing upsell and expansion opportunities across all media platforms and services, working closely with the Agency Strategy Lead and Client Partner.
* Act as the client advocate by gathering feedback and relaying client needs and potential risks to the management team, proactively anticipating and addressing potential issues to safeguard the partnership.
* Monitor and proactively manage client support needs by tracking open support cases and strategically relaying relevant resources, training materials, or best-practice documentation (e.g., blogs, workshops) to enhance client self-sufficiency and platform success.
* Monitors portfolio of existing accounts as it pertains to forecasted revenues with actualized revenues within the various media platforms.
* Manages tasks as they pertain to their portfolio of accounts, ensuring clients receive their deliverables, updated comms and monitors support cases to relay trainings, blogs, etc. to better support the clients.
* Regularly conducts business reviews with key accounts, reviewing partnership, insights, potential opportunities and recommendations, etc. in collaboration with the Agency Strategy Lead & Client Partner.
* Document key client communications, opportunities, and activities within Salesforce Experience *

3+ years of previous media and client services/account management experience, advertising/media agency experience a plus
* Familiarity with programmatic digital media buying via Demand Side Platforms (DV360, TTD, Amazon), Paid Search platforms (Google Ads, Search Ads 360, etc), Campaign Trafficking (CM360, Innovid) and/or Social Media platform expertise.
* Proven track record in driving revenue retention and identifying expansion opportunities within an existing client base.
* Bachelor's degree, preferably in marketing, advertising or equivalent combination of education and experience
* Excellent time management and organization skills. Can manage multiple clients and projects at one time and provide deliverables by…