Senior Client Success Manager

Role Overview

• Performance Reviews: Deliver performance marketing insights across Search & Social platforms through full funnel metrics from lead generation to ROAS
• Client Relationship Management: Serve as the primary point of contact for a portfolio of clients with significant advertising budgets, ensuring their concerns are addressed promptly and maintaining an open, ongoing dialogue, going above & beyond to drive value to your clients’ operations.
• Strategic Consultation and Performance Review: Facilitate bi-weekly Zoom consultations with clients, focusing on analyzing campaign performance, addressing any challenges, and providing strategic recommendations. Using your expertise in performance marketing and business acumen, you’ll guide clients through complex issues, offering tailored solutions through a consultative approach to enhance their overall business outcomes.
• Business Goals Alignment and Growth Strategy: Use a deep understanding of each client's business objectives to proactively identify and pursue opportunities for account growth and expansion. Collaborate closely with clients to develop strategies that drive results.
• Internal Coordination and Team Collaboration: Work effectively with internal teams, including Senior Meta & PPC Media Buyers, the Director of Marketing, and the Client Success Team Lead, to deliver personalized marketing services. Ensure clear communication and coordination among all parties, including media buying teams, for effective execution of client campaigns.
• Industry Insights and Client Education: Stay informed about the latest marketing trends, particularly in Meta Ads and Google Ads. Share these insights with clients, aiding them in making informed decisions and maintaining competitiveness.
• Client Satisfaction and Advocacy: Monitor and maintain high levels of client satisfaction, addressing issues proactively with a focus on retention and loyalty. Act as a vocal advocate for clients within Clever Digital Marketing, ensuring their needs and feedback are central to ongoing improvement efforts.
• Professional Development and Knowledge Enhancement: Continuously seek opportunities to enhance your understanding of marketing platforms, industry best practices, and client management strategies. This ongoing learning enables you to offer increasingly valuable insights to clients.
• Operational Excellence in Client Success Department: Play a key role in building and maintaining efficient systems, processes, and procedures within the Client Success Department, guaranteeing consistent quality in work output.

Requirements

• Fluent in English and located in Canada.
• 4+ years of experience in a client-facing B2B role, with a focus on consultative sales and relationship building.
• Passion for client success and experience in nurturing and growing client relationships, with the ability to identify opportunities for account growth and client satisfaction.
• Excellent problem-solving skills, leveraging both emotional intelligence and logical reasoning to handle and resolve client issues efficiently.
• Proven track record of generating new referrals through authentic relationships driving value.
• Inherent drive to learn and enhance systems and processes.
• Preferred: 3+ years experience with marketing platforms, such as Google Ads, Google Analytics, Meta Ads, and proficiency in reporting KPIs/metrics.
• Preferred: Knowledge of the home improvement industry.
• Preferred: Performance marketing agency experience.
• Preferred: Bachelor’s degree in Marketing, Business, or a related field.
• Preferred: E-commerce experience.

Benefits

• Competitive compensation package
• A fully remote work environment with a beautiful office in Vaughan for in-person collaboration
• 15 days PTO [vacation]
• 6 days PTO [Sick days]
• Performance bonus
• Group Benefits
• Health, Dental & More
• Company-provided Macbook computer
• Home Office Budget + Merch delivery to get you started
• Work Abroad Policy: Need a new working environment? Our work abroad policy supports this