Client Success Manager

Role Overview

• Partner with Client Success and Sales to review signed agreements, clarify deliverables, and set accurate client expectations.
• Participate in all assigned internal planning calls and post-sale client calls, ensuring key takeaways and next steps are documented.
• Prepare and deliver Kick-Off Call decks, leading assigned agenda sections, and ensuring client alignment.
• Collect, verify, and organize all creative assets, targeting details, and launch materials before campaign start dates.
• Monitor campaign pacing daily and flag potential underdelivery or performance risks to Client Success and Sales, providing actionable recommendations.
• Respond to all client inquiries within the agreed SLA (e.g., same business day), maintaining TechnologyAdvice’s reputation for speed and reliability.
• Work with Client Success Team Members and Sales to respond to client feedback and provide recommendations and optimizations for their campaigns.
• Document client feedback in the appropriate system for visibility across internal teams.
• Recommend and implement optimizations based on performance trends, client feedback, and category insights.
• Proactively identify upsell or cross-sell opportunities and share with Sales.
• Liaise with Product, Operations, and other internal teams to address client questions and resolve issues.
• Utilizes several internal tools to review and analyze data, manage client accounts, and support client needs effectively.
• Contribute to process documentation and efficiency initiatives; test and refine new workflows.
• Assist with onboarding and mentoring new team members.

Requirements

• 2
• 4 years in client account management, campaign management, or a related client-facing role, preferably within B2B media, marketing, or advertising.
• Proven ability to maintain consistent, professional client communication through Slack, email, and Zoom, with a record of meeting agreed SLAs for response times.
• Demonstrated success managing time and priorities across multiple projects, ensuring smooth collaboration with cross-functional teams and zero missed client deadlines.
• Experience preparing detailed campaign performance summaries, interpreting data, and tracking goals and KPIs to ensure program delivery meets or exceeds contractual commitments.
• Skilled in maintaining accurate account health insights and keeping Salesforce or similar CRM systems updated with 95% or higher data accuracy.
• Highly detail-oriented in reviewing campaign deliverables and leads for accuracy, alignment with targeting criteria, and compliance with client specifications, particularly during initial delivery phases.
• Recognized creative problem-solver with proven analytical and critical thinking skills, capable of identifying issues and implementing actionable solutions.
• Thrives in fast-paced, high-volume environments and adapts strategies quickly to changing client priorities and business needs.

Benefits

• Career Growth: Advance with mentorship programs, leadership academies, and opportunities to shape company culture and DEI initiatives.
• Flex Fridays: Adjust your 40-hour week to enjoy a full or half day off on Fridays.
• Remote-First Culture: Work from the comfort of your home.
• Private Health & Dental Insurance: Comprehensive coverage, including discounted gym memberships and additional perks.
• Paid Time Off: Start with 25 days of holiday per year, with an additional day added for each year of service.
• Parental Leave: Supportive maternity and paternity leave policies.
• Salary Sacrifice Nursery Benefit: Save on childcare costs with our tax-efficient program.
• Life Assurance: Peace of mind with coverage to protect your loved ones.
• Pension Plan: Invest in your future with our competitive pension scheme.
• Employee Assistance Program: Access free counseling and other support services.
• Wellness Perks: Access the Headspace app to support your well-being.
• Speaker Series Bonus: Present in our monthly speaker series and earn a bonus.