Client Success Manager
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Job Description
Client Success Manager at AOA building client relationships and ensuring satisfaction in digital design projects. Focusing on high-touch communication and leveraging AI systems for efficiency.
Responsibilities:
- Own post-sale client relationships as the primary point of contact.
- Lead onboarding and kickoff (stakeholders, success criteria, cadence, expectations).
- Run weekly client cadence with clear agendas, decisions, and next steps.
- Advocate for clients internally and keep internal teams aligned on priorities, scope, and timelines through delivery oversight.
- Leverage our custom AI systems and vibe your own to streamline reporting and admin work so you can focus on high-touch relationships.
- Maintain a “no surprises” experience through proactive and personal communication that keeps clients feeling truly cared for.
- Build stakeholder coverage and manage stakeholder transitions quickly.
- Track client health; spot risk early and drive mitigation plans.
- Produce lightweight value reporting (progress, shipped work, impact/KPIs where available).
- Support contract renewals and transitions (readiness, timeline, alignment).
- Capture feedback and improve playbooks for onboarding, reporting, cadence, and escalation.
- Provide leadership concise account updates: health, risks, renewals outlook, and where AOA should reinforce value.
Requirements:
- 4+ years of experience in Client Success, Account Management, or Project Management preferrably in a digital web design or development agency environment
- Proven ability to manage high-touch client relationships with senior stakeholders (CMO/CEO/Digital Director level).
- Strong communication skills - able to run client meetings, write clear updates, and manage expectations with confidence.
- Highly organized with strong follow-through; comfortable coordinating timelines, approvals, and priorities across multiple projects.
- Strong AI/tooling fluency - you’re comfortable using AI to make your work faster and higher quality, not replace the human connection.
- Experience working with digital products (websites, apps, eCommerce, or SaaS) and cross-functional teams (design, development, strategy).
- Comfortable using tools like ClickUp (or similar) to manage workflows, updates, and reporting.
- Ability to tell a compelling value story - turning work delivered into outcomes clients can see and feel.
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