Client Success Manager

The Client Success Manager at Senior Living SMART serves as the strategic relationship owner and marketing program lead for assigned client accounts. This role is responsible for understanding each client’s business goals, developing and maintaining marketing roadmaps, translating performance data into meaningful insights, and coordinating internal teams to deliver measurable results.
The Client Success Manager is not a passive account liaison. This position requires strategic thinking, proactive communication, marketing fluency, strong project coordination, and the ability to connect client objectives with SLS solutions. The role works closely with subject-matter experts across strategy, technology, content, SEO, paid media, analytics, and client success to help clients achieve stronger ROI on their marketing investments.
This role requires a visible commitment to Senior Living SMART’s SPICE values:
Sincere, Proactive, Innovative, Collaborative, and Engaged.

• Lead assigned client relationships with strategic ownership, proactive communication, and a clear focus on measurable marketing performance.
• Translate client goals, campaign results, and market insights into actionable recommendations that improve ROI, strengthen retention, and support growth.
• Coordinate internal teams and SLS resources to ensure client work is aligned, timely, within scope, and connected to agreed-upon KPIs.
• Build trust with clients by serving as a thoughtful, knowledgeable, and engaged partner who brings ideas, clarity, and accountability to every interaction.

Engaged, Highly Satisfied Clients —Clients experience strong communication, strategic guidance, proactive recommendations, and clear follow-through that support retention, renewal, and appropriate up-sell or cross-sell opportunities.
Clear Strategy and Roadmap Ownership —Each assigned client has a defined marketing strategy and roadmap aligned with business goals, KPIs, SLS solutions, and performance opportunities.
Performance Insights That Drive Action —Reporting and analytics are translated into clear narratives, client-ready insights, and forward-looking recommendations that help clients understand results and next steps.
Effective Scope and KPI Management —Client benchmarks, risks, opportunities, and scope expectations are monitored consistently, with internal coordination to improve performance and manage client expectations.
Strong Cross-Functional Collaboration —Productive, candid, and collaborative relationships are maintained with Client Success leadership, SLS subject-matter experts, strategists, technologists, and internal team members.
Continuous Learning and Industry Awareness —Knowledge of senior living sales and marketing, inbound marketing, Hub Spot, reporting practices, and SLS Ways of Working continues to grow and is applied to improve client outcomes.
Positive Contribution to SLS Culture and Values —The Client Success Manager strengthens the organization by living the SPICE values and contributing to a collaborative, engaged, and proactive work environment.

At Senior Living SMART, our values are the special
SPICE
behind our organizational success. The Client Success Manager is expected to model these values in client relationships, internal collaboration, and daily work.

• Strategic
  — Connects client goals to clear marketing priorities and measurable outcomes.
• Proactive
  — Anticipates client needs, identifies risks early, and brings forward thoughtful recommendations.
• Integrity
  — Communicates honestly, follows through on commitments, and manages expectations clearly.
• Collaborative
  — Works effectively with clients, internal teams, and subject matter experts to deliver strong results.
• Engaged
  — Stays…