Customer Succes Manager

BM Digital is a tech-enabled growth firm helping leading brands scale profitably and predictably. They are seeking a Client Success Manager to serve as the primary relationship owner across their client portfolio, managing client communications and driving account growth.

Responsibilities:

• Own the client relationship post-sale, serving as the primary point of contact for your assigned accounts
• Hop on calls to manage client escalations, address concerns, and drive resolution quickly and professionally
• Identify upsell and expansion opportunities within existing accounts and lead those conversations with clients
• Monitor client health, engagement, and satisfaction — proactively flagging at-risk accounts and taking action before issues escalate
• Coordinate internally with relevant teams to ensure client needs are being met and deliverables are on track
• Maintain accurate records of client interactions, account status, and next steps in the CRM
• Support clients through onboarding and ensure a smooth, confident start to the engagement

Requirements:

• Must be available to work EST hours
• Excellent spoken and written English — you'll be client-facing on calls regularly and communication quality is non-negotiable
• Prior experience in a CSM, account management, or client-facing support role
• Comfortable leading calls independently, including difficult conversations around escalations or commercial topics
• Strong interpersonal skills — warm, professional, and able to build genuine rapport with clients
• Organized and detail-oriented, with the ability to manage multiple accounts without things slipping through the cracks
• Experience with CRM tools