Customer Success Manager focused on supporting clients in digital marketing solutions. Responsibilities include onboarding, KPI monitoring, and strategic consultation for customer growth.
About the role
- Client Success Manager acting as primary liaison for clients after implementation, building trust and ensuring optimal software usage. Collaborates closely with cross-functional teams and advocates for client needs.
Responsibilities
- Serve as the primary point of contact for assigned clients post-implementation, building trust-based relationships with key stakeholders.
- Maintain a regular communication cadence (virtual and on-site) to review system usage, workflows, and satisfaction.
- Assess client health, usage trends, and workflows to identify adoption gaps, risks, and optimization opportunities.
- Develop and maintain client-specific success roadmaps aligned with operational goals and desired outcomes.
Requirements
- Bachelor’s Degree in Business, Hospitality, Accounting, Finance, or related field.
- 2–5 years of applicable experience in Customer Success, Account Management, or similar client-facing role.
- Excellent written and oral communication skills, including clear documentation and meeting notes.
- Strong analytical skills with the ability to read, interpret, and manipulate data; proficiency with Excel and/or data tools.
- Experience with CRM platforms required; HubSpot experience preferred.
- Ability to work as part of a project team structure and coordinate with multiple internal departments.
- Ability to work on-site at client locations throughout North America; travel expectations ~40–50%.
- Ability to pass stringent background check.
Benefits
- Provide targeted virtual and on-site training and education based on observed needs and new feature releases.
- Collaborate with Sales, Support, Services, and Product & Tech to coordinate solutions and share client insights.
- Maintain accurate and comprehensive client records, action items, and risk indicators in the CRM and track follow-through.
Job title
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