Client Success Manager (CSM)

Job Description:

Driving our clients’ success and happiness by helping them meet their business goals is at the heart of the Client Success Manager role. We do this by understanding and facilitating  a client’s needs in the digital and traditional marketing space. You will lead their ongoing marketing strategy to ensure that their marketing campaigns hit the ground running. Through intentional strategy and nurtured relationships, client retention and continued growth is always a priority. Because Client Success Managers touch every marketing service we offer, being an agile, team player is critical.

Essential Functions

• Client Communication: You will be your clients’ primary point of contact, functioning as a liaison between them and our team. You’ll lead marketing strategy calls with clients and engage with our clients on a regularly planned cadence. 
• Customer Service and Client Retention: You will field any client questions or requests, troubleshooting issues to the best of your knowledge and/or escalating them to the appropriate team members when necessary. Your goal is to ensure long-term satisfaction and development of client relationships.  
• Campaign Reporting: You will be responsible for monthly reporting emails and phone calls, translating marketing metrics and performance KPIs for clients to understand the health of their campaigns. You must be comfortable with our business intelligence dashboards to measure the status and success of SEO, PPC, social media, call tracking, and other campaigns.
• Marketing Strategy: You will identify opportunities and goals for clients and match those opportunities with the best strategies to meet their needs. In addition to coming up with your own marketing ideas, and working with local sales reps on feasibility and execution, you should feel confident presenting recommendations to our clients.
• Upsells and Expansions: Drive upsells and expansion opportunities by understanding client goals and proactively sharing with them services that may help them achieve those goals 
• Quality Assurance and Creative Direction: You ensure that all our work is branded appropriately for each client, accurate, and high-quality. From guiding feedback on print collateral to reviewing landing page edits or ad copy, you will always strive for an aesthetic that is fresh and effective.
• KPI Management: You will be responsible for setting, tracking, and meeting senior client success-specific KPIs for the department and for individual members of your team. KPIs may include; Total revenue, MRR, client retention, upsells, closeouts, refunds, credits, and client count. 
  
  

Core Competencies

• Intuitive Communication: You will be a client’s primary point of contact and responsible for relaying updates to our team; you must be personable, professional, and responsive. There is an intuition needed in this role to differentiate between moments when an email will suffice and when you need to pick up the phone. You’ll also be responsible for coordinating with Project Managers to ensure a seamless transition from project completion to marketing launch.
• Knack for Relationship Building: Building trust with your clients is the foundation for a successful relationship. You must have a knack for connecting with clients on a personal level, nurturing relationships, establishing yourself as an advocate for their success and an extension of their team. Best of all, you enjoy it, too! Through consistent communication and genuine understanding for each client’s needs, you’ll build rapport that fuels account retention.
• Obsessive Attention to Detail: Client Success Managers guide feedback and traffic marketing updates between clients and team members. You will share accountability for the accuracy and quality of our company’s work. Attention to detail is crucial, so please include the title of your favorite movie or book at the beginning of your email or application.
• Expert Organization: If someone asks you to describe yourself and you wouldn't say "organized," you need not apply. Client Success Managers must be organized and on top of all client needs, acting as an account manager to oversee launch deadlines and facilitate campaign updates. You will need an exceptionally strong ability to multitask and prioritize accordingly, keeping track of outstanding assets and tasks.
• Keen Analytical Skills: We measure everything we do by its ROI. You will need a deep understanding of marketing metrics and KPIs, along with the ability to dissect and solve problems through data. Along with specialists on the team, you will supervise clients’ campaign performance and you are able to determine when it’s time to pivot away from efforts that aren’t fruitful vs. when to double down on a campaign with killer ROI.
• “Big Picture” Thinking and Knowledge of Digital Marketing: Clients will ask questions about their digital marketing (particularly SEO, PPC, and social media) and website content, and every service we offer ties into the next. We need someone who can see the connections and make good choices for both the client and the agency as a whole. Presenting marketing strategy decks, you’ll need to be able to tell a story that describes how our team of specialists will help achieve the client’s goals through tactical marketing efforts.
• Understanding of Local Marketing and Advertising: Offline and traditional advertising strategies still play a part in our client’s marketing plans. You will be responsible for facilitating the placement of print, radio, or television advertising; event marketing; and local business partnerships, backed by an understanding of demographic data that varies from market to market. 
• Resourceful and Confident Self-Starter: Once you learn the ropes, we’ll expect you to own your accounts to keep campaigns on track. You will need to take the initiative to make decisions and recommendations, and to follow up with clients to progress projects and maintain successful relationships. You will solve problems every single day, so we need someone with a solutions-oriented mind.
• Takes Pride In Work: We need someone who takes any project, big or small, and puts everything they have into it. Mistakes are okay. Sloppiness is not.

Personality Musts:

Our perfect fit is someone who is a problem solver who understands the difference between “yes, and…” and “yes, but…”. You should be a hungry, scrappy personality with a positive attitude and aims to deliver. Working in the client service industry can mean going the extra mile, and we need someone who is always willing to rise to the occasion for our clients and strives to put forward beautiful work that exceeds client expectations. Someone who is detailed and organized, driven and displays vigor and comes ready to play every day. Confidence, self-discipline, and a congenial, curious mind are things we love and admire.

Minimum Qualifications:

• 2+ years of marketing or agency experience
• A passion for helping clients and small businesses succeed

Bonus Points for Applicants With…

(if you don’t have these but are organized and want to learn, we want to hear from you!)

• Client success experience in agency setting
• Digital marketing experience (including but not limited to: Google Analytics, Google Ads, SEO, Social Media Content and Ads Management, experience with website CMS such as WordPress or Webflow)
• Knowledge of dental industry or dental services