Senior Client Success Manager

Senior Client Success Manager

Department: Client Services

Employment Type: Full Time

Location: Canada

Compensation: $80,000 - $95,000 / year

Who We Are

Clever Digital Marketing is a performance marketing agency working with the largest home improvement companies in North America. Due to our unique positioning in the home improvement market with large-scale companies, the Client Success team at Clever is uniquely positioned as a true integrated client partner. We act as strategic advisors and consultants, guiding clients through various business optimization strategies and working with them to scale lead generation efforts.

Over the last 2 years, we have grown select key accounts from our minimum of $20,000 per month in spend to well over $1,000,000 per month, incorporating a large percentage share of our clients' monthly marketing spend.

Clever Digital Marketing is deeply trusted and respected, positioned as a leader in the industry. Our clients rave about us for several reasons: our innovative strategies, our "can do" attitude, and our intense desire to win. We have long-lasting, significant partnerships across North America with extremely loyal clients, positioning Clever as the "secret weapon" of over 70 large-scale home improvement companies.

Remarkably, 86% of our new clients over the last year came from client referrals and scales, demonstrating our focus on growing existing business with a strong lifetime value.

Notably, we don't have a sales team, emphasizing our commitment to delivering exceptional value and growth through our existing client relationships.

CDM is seeking a Senior Client Success Manager who will oversee a portfolio of clients and be part of the driving force in scaling our Client Success department. You will play an integral role in creating success for our clients.

Your north star metric:
Client Lifetime Value, driven through proactive communication, retention, and consistent value delivery.

• Performance Reviews: Deliver performance marketing insights across Search & Social platforms through full funnel metrics from lead generation to ROAS
• Client Relationship Management: Serve as the primary point of contact for a portfolio of clients with significant advertising budgets, ensuring their concerns are addressed promptly and maintaining an open, ongoing dialogue, going above & beyond to drive value to your clients’ operations.
• Strategic Consultation and Performance Review: Facilitate bi-weekly Zoom consultations with clients, focusing on analyzing campaign performance, addressing any challenges, and providing strategic recommendations. Using your expertise in performance marketing and business acumen, you’ll guide clients through complex issues, offering tailored solutions through a consultative approach to enhance their overall business outcomes.
• Business Goals Alignment and Growth Strategy: Use a deep understanding of each client's business objectives to proactively identify and pursue opportunities for account growth and expansion. Collaborate closely with clients to develop strategies that drive results.
• Internal Coordination and Team
  
  Collaboration:
  
  Work effectively with internal teams, including Senior Meta & PPC Media Buyers, the Director of Marketing, and the Client Success Team Lead, to deliver personalized marketing services. Ensure clear communication and coordination among all parties, including media buying teams, for effective execution of client campaigns.
• Industry Insights and Client
  
  Education:
  
  Stay informed about the latest marketing trends, particularly in Meta Ads and Google Ads. Share these insights with clients, aiding them in making informed decisions and maintaining competitiveness.
• Client Satisfaction and Advocacy: Monitor and maintain high levels of client satisfaction, addressing issues proactively with a focus on retention and loyalty. Act as a vocal advocate for clients within Clever Digital Marketing, ensuring their needs and feedback are central to ongoing improvement efforts.
• Professional Development and Knowledge Enhancement: Continuously seek opportunities to enhance your understanding of marketing platforms, industry best practices, and client management strategies. This ongoing learning enables you to offer increasingly valuable insights to clients.
• Operational Excellence in Client Success Department: Play a key role in building and maintaining efficient systems, processes, and procedures within the Client Success Department, guaranteeing consistent quality in work output.

What We Are Looking For:

• Fluent in English and located in Canada.
• 4+ years of experience in a client-facing B2B role, with a focus on consultative sales and relationship building.
• Passion for client success and experience in nurturing and growing client relationships, with the ability to identify opportunities for account growth and client satisfaction.
• Excellent problem-solving skills, leveraging both emotional intelligence and logical…