Act as the primary relationship owner for client accounts, maintaining clear, respectful, and timely communication at all stages of the engagement
Build long-term client relationships by understanding strategic objectives, translating needs into service actions, and customizing support accordingly
Proactively identify and resolve issues, manage expectations, and provide clarity and structure to both internal stakeholders and clients
Utilize HubSpot CRM (or similar platforms) for task management, automation tracking, and client interaction documentation
Create client-facing support materials including onboarding guides, walkthrough videos, SOPs, and email newsletters
Lead the onboarding process with clarity, structure, and supporting visuals to ensure clients are successful early in the lifecycle
Monitor client satisfaction and feedback, flag risk areas, and propose solutions to enhance the overall experience
Collaborate cross-functionally with production, operations, and strategy teams to ensure deliverables align with client goals and timelines
Call out both internal team members and clients as needed with respectful, firm communication that keeps accountability and outcomes on track
Collect client testimonials, track successful case outcomes, and develop referral and advocacy pipelines

2–4 years of experience in customer experience, coaching, consulting, or account management
Strong working knowledge of HubSpot or Go High Level, along with Slack, Calendly, and preferably Zapier
High comfort level with digital tools and process automation to enhance client engagement and internal efficiency
Strong written and verbal English communication skills, with a confident and positive tone
Proven attention to detail and structured, process-oriented thinking
Extroverted and naturally client-facing personality, comfortable speaking on video or in client briefings
Bonus: Familiarity with podcast production, content marketing, or B2B services

Client Success Manager

Key skills