Serve as the first point of contact in all client Slack channels.
Acknowledge client requests promptly and ensure clients feel heard and supported.
Route questions and requests to the appropriate internal team members (media buyers, editors, automations specialists, etc.).
Relay accurate information back to clients and ensure all requests are fully resolved.
Handle common client inquiries using the LEADFUSE FAQ library and internal resources.
Own the onboarding process from the moment a new client is added.
Guide clients through the Client Launch Hub and ensure all onboarding requirements are completed.
Follow up proactively with clients who stall during onboarding.
Host onboarding calls and walk clients through required technical setup, including app access, phone numbers, and platform configuration.
Maintain a daily presence across client communication channels.
Deliver weekly performance updates using reporting provided by internal teams.
Host weekly client check-in calls.
Monitor client satisfaction and identify potential issues before they become problems.
Ensure clients consistently receive the services they are paying for.
Manage the project management system for all client-related requests.
Log, assign, track, and follow up on tasks requiring support from internal teams.
Keep clients informed on progress and completion timelines.
Ensure no request remains unresolved or overlooked.

Excellent written and verbal English communication skills.
Professional, friendly, and client-focused communication style.
Strong organizational skills with exceptional attention to detail.
Proven ability to manage multiple priorities and follow through consistently.
Ability to follow established processes, systems, and checklists.
Comfortable using:
Slack
CRM platforms
Project management tools
Internal knowledge bases and documentation
Ability to host client-facing onboarding and check-in calls via video.
Reliable high-speed internet connection.
Availability to work U.S. business hours with at least 4–6 hours overlap with Pacific Time (PST).
Available Monday through Friday.

Preferred Qualifications

Experience in Customer Success, Account Management, Client Onboarding, or Client Support.
Experience working in an agency environment or service-based business.
Familiarity with project management platforms such as:
ClickUp
Asana
Trello
Monday.com
Basic understanding of CRMs and digital marketing concepts.
Demonstrated success in client retention, customer satisfaction, or account growth.

Client Success Manager

Key skills