Marketing Client Success Manager
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Job Description
Client Success Manager responsible for client relationships with a US-based marketing agency. Managing onboarding, ongoing success, and retention for Mexico-based clients.
Responsibilities:
- Develop and maintain strong, long-term relationships with assigned clients
- Serve as a primary point of contact post-sale
- Proactively check in with clients on a regular cadence (weekly, biweekly, monthly)
- Identify red flags early and address concerns in a retention-focused manner
- Resolve conflicts calmly, professionally, and efficiently
- Ensure clients are aligned with and understand their service strategy
- Maintain effective timelines for internal teams to deliver client services
- Support onboarding, kick-off calls, training, launches, and early success monitoring
- Ensure clear agendas, meeting summaries, and next steps are communicated
- Help ensure new services and upsells are properly introduced and adopted
- Provide friendly, accurate, and timely responses to client questions and requests
- Monitor and respond to the client support inbox or helpdesk as needed
- Document all client interactions according to SOPs
- Maintain detailed notes from client meetings and communications
- Identify opportunities to expand services or improve current results
- Support upsells, referrals, and reviews from satisfied clients
- Work closely with internal teams to recommend next-step solutions
- Ensure work is on track and communicate clearly with internal teams
- Follow and help improve SOPs, checklists, and processes
- Escalate issues appropriately and help troubleshoot solutions
- Celebrate wins and keep momentum moving
- Create, manage, and distribute client satisfaction surveys
- Identify trends and areas for improvement
- Support retention initiatives such as appreciation gestures, gifts, or loyalty programs
Requirements:
- Excellent written English
- Clear, articulate spoken English
- Strong attention to detail
- Prior client-facing or customer service experience
- Client-oriented, solutions-focused mindset
- Strong problem-solving skills
- Solid understanding of digital marketing concepts and digital advertising
- Reliable computer and internet connection
Benefits:
- 100% remote role
- Fridays end at noon
- Unlimited PTO
- Supportive, collaborative team culture
- Opportunity to grow into senior client success or account leadership roles
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