Client Success Manager  

The Client Success Manager is responsible for growing our clients’ businesses as if they are your own. An expert in digital marketing (both paid and organic), you are responsible for managing the day-to-day relationships with clients, understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our services. You are to make sure that the ideas, strategies, and optimizations proposed and implemented by our team can achieve the best business outcome for each of your clients, acting as a strategic partner to help meet their goals.

Key Responsibilities:

• Manage and grow relationships with key customers, acting as their primary point of contact.
• Facilitate regular performance reviews and strategy sessions.
• Identify opportunities for account growth or renewal in coordination with the sales team.
• Handle client feedback, resolve issues, and proactively manage risks. Escalate when performance is not meeting expectations
• Maintain an internal “marketing brief” to capture all branding guidelines, tone of voice, competitor strategies and general instructions from the client that are documented by the sales team, and passed to the implementation team. This brief also collects all learning as the implementation progresses so that new team members quickly ramp, and so that we capture knowledge and never repeat marketing experiments that did not work previously
• Manage the scope delivery of each team involved in the scope of each client
• Coordinate with teams to build weekly and monthly performance reports, evaluating data insights and optimization ideas from the client’s perspective
• Assess new client requests as in-scope or out of scope and work with sales and management to determine how to meet the client’s needs
• Learn digital marketing strategy to a level where you can assess and add to the team’s improvement plans.
• Act as a trusted partner to clients by proactively engaging and communicating with them to ensure that the strategic goals are aligned and met.
• Understand their business and target market as deeply as they do
• Brainstorm ideas with the client on all aspects of the scope, and overall business strategy
• Actively learns and masters all digital marketing skill sets, and platforms in use by the client
• Adhere to strict service level agreements for communication with clients. Maximum response time of 3-4 h for PH/APAC, up to 12h for US/UK.

Qualifications
Education:

• Bachelor’s degree in Marketing, Business Administration, Advertising, Communication Arts or any related courses.

Experience:

• 3-5 years of experience as a client success manager, account manager, or in client success, account management, or customer service roles.
• Experience in managing client success programs, customer retention, and upselling strategies.

Skills and Competencies:

• Strong project coordination and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Proficient in both spoken and written English with strong comprehension skills. Loves to present and engage on a productive discussion with clients and internal teams
• Strong organizational and team management skills
• A data storyteller and has the ability to analyse customer data and usage trends to identify areas of improvement to come up with solutions for clients .
• Comfortable presenting data, reports, and strategies to clients.
• Ability to manage multiple client accounts simultaneously.
• Solid negotiation skills to handle complex customer accounts.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Working knowledge of at least one of the following fields: PPC Advertising, Search Engine Optimization, Content Marketing, Social Media Marketing, and Web Analytics.
• Proficiency in using CRM and project management tools (e.g., HubSpot) is a plus