Client Success Manager

Role Overview

• Serve as the primary point of contact for your portfolio, building trust through proactive communication and consistency.
• Respond promptly to client questions, simplifying complex topics and ensuring alignment and clarity on next steps.
• Guide clients through challenges with confidence, empathy, and a solution-oriented approach.
• Demonstrate strong client management presence: calm, composed, clear, even in fast-paced, high-pressure moments.
• Analyze Facebook and Google campaign performance across the funnel from lead generation through SQL (Sales Qualified Leads) and revenue indicators.
• Diagnose bottlenecks, identify trends, and translate complex data into simple, actionable insights.
• Present performance reviews that drive clarity, direction, and next steps.
• Lead bi-weekly client calls focused on performance reviews and strategic alignment while ensuring every call delivers clarity, direction, and meaningful next steps.
• Advise clients on operational improvements that impact lead quality, speed-to-lead, sales cadence, and conversion performance.
• Tailor guidance to each client’s goals, growth stage, and unique challenges.
• Maintain strong portfolio retention by delivering consistent value and anticipating risks early.
• Identify upsell and cross-channel opportunities in collaboration with Senior CSMs and Team Lead.
• Anticipate and champion scalable client growth through proactive thinking and ideation, improving the client experience, and positioning the agency as a true strategic partner.
• Partner with Meta and PPC media buyers to align on insights, opportunities, and challenges.
• Support cross-department communication to ensure smooth execution and timely updates.
• Escalate challenges quickly and constructively, contributing clarity and structure rather than noise.
• Stay current on paid media best practices, industry trends, and home improvement nuances.
• Participate in ongoing CSM training sessions, process improvements, and department-wide initiatives.

Requirements

• 4+ years in a client-facing, portfolio management, or account management role.
• Strong soft skills: communication, clarity, client rapport, and expectation-setting.
• High proficiency with Excel/Sheets and performance dashboards.
• Experience analyzing marketing or sales funnels, even if not in paid media.
• Ability to manage a portfolio of 10–15 accounts and maintain strong retention.
• Performance marketing or digital agency experience.
• Familiarity with Meta Ads Manager, Google Ads, and Looker Studio.
• Experience in home improvement, home services, or high-ticket lead generation.
• Strong understanding of B2C or high-ticket service funnels.
• Bachelor’s degree in business, marketing, or related fields.

Tech Stack

• SQL

Benefits

• Competitive base salary + performance-based bonuses
• Flexible remote work environment with option for in-person collaboration (Vaughan, ON)
• Group Benefits
• Medical, Dental, Vision, RRSP/401k Plan w/matching, more.
• Company-provided MacBook computer
• Home office budget and Clever merch delivery to get you started
• Work Abroad Policy: Need a new working environment? Our work abroad policy supports this!
• The chance to shape and grow a high-performing Client Success team
• A culture of performance and respect where the best work happens with extreme ownership and accountability meets collaboration.