Customer Success Manager

Our client is a growing digital marketing agency that specializes in working with CPG brands, with a focus on organic and health conscious companies. The agency has built a strong reputation for delivering results driven campaigns that resonate with today’s wellness minded consumers, and continues to expand its roster of like minded clients. As the agency grows, it requires an experienced Customer Success Manager to own client relationships and ensure consistent value delivery.

This role reports directly to the President and offers the opportunity to shape the client success function as the agency scales.

Compensation

• Base salary of $95,000.
• Performance bonus of up to 15%.
• 3 weeks of vacation.
• Full medical coverage.
• 401(k) plan (non-matching).

Responsibilities

• Own the client relationship from onboarding through renewal, serving as the primary point of contact for a dedicated book of accounts.
• Develop and execute client success plans that align agency deliverables with client goals and expectations.
• Monitor account health, campaign performance, and client satisfaction to proactively identify risks and opportunities.
• Lead regular check ins and strategy reviews with clients to reinforce value and strengthen the relationship.
• Partner with internal teams, including account management, creative, and media, to ensure timely and high quality delivery.
• Identify upsell and expansion opportunities within existing accounts and collaborate with leadership to pursue them.
• Manage client renewals and contract discussions to support retention and revenue growth.
• Resolve client escalations quickly and effectively, coordinating internal resources as needed.
• Track and report on client success metrics, providing regular updates to the President.
• Maintain a deep understanding of each client’s industry, goals, and competitive landscape.
• Gather client feedback and share insights internally to improve service delivery and campaign outcomes.
• Support the development of client facing materials, including reports, presentations, and reviews.

Qualifications

• 3+ years of experience in customer success, account management, or client services, ideally within a marketing or agency environment.
• Proven ability to manage a book of client accounts and drive retention and satisfaction.
• Strong communication and presentation skills, with the ability to build trust with clients at all levels.
• Comfortable working cross functionally with creative, media, and account teams.
• Strong organizational skills with the ability to manage multiple client accounts simultaneously.
• Experience identifying and executing on upsell or expansion opportunities.
• Strong problem solving skills with the ability to navigate client escalations calmly and effectively.
• Familiarity with CPG, organic, or health conscious brands is a strong asset.