Customer Success Manager

Job Description

We are seeking a high-performing Customer Success Manager to serve as the primary point of contact between our agency and our growing client portfolio. This role demands a proactive, reliable, and ownership-driven professional who thrives in a fast-paced environment and is genuinely invested in client success.

About the Role

As our Customer Success Manager, you will own the full client relationship lifecycle — from onboarding to day-to-day communication and long-term retention. You will manage a portfolio of approximately 42 clients and work cross-functionally with our internal team to ensure seamless delivery and client satisfaction.

This is not a role for someone who needs to be managed. We are looking for someone who leads with initiative, moves with speed and excellence, and consistently anticipates client needs before being asked.

 Key Responsibilities

• Serve as the primary point of contact for all assigned clients
• Manage and respond to client emails in a timely, professional manner
• Follow up on active projects with both clients and the internal fulfillment team
• Conduct client calls including onboarding sessions, check-ins, and project updates
• Lead the onboarding process for new clients, ensuring a smooth and positive experience
• Proactively identify client needs and flag potential issues before they escalate
• Attend internal team meetings twice per week
• Collaborate closely with the CEO, Fulfillment, and Marketing team.
• Prioritize client relationships based on urgency and strategic importance

 What We're Looking For

The ideal candidate is a blend of strong executor and strategic thinker. You handle day-to-day client management with precision, but you also know how to read a situation, adapt, and communicate with impact. You don't wait to be told what to do — you see what needs to happen and you make it happen.

If you're someone who takes pride in your work, genuinely cares about client relationships, and wants to grow with a company that rewards excellence — we want to hear from you.

Requirements

• 3–5 years of experience in a Customer Success, Account Management, or Client Services role
• Proven ability to manage multiple client accounts simultaneously with excellent organizational skills
• Strong written and verbal communication skills — you know how to handle difficult conversations with confidence
• High level of accountability and follow-through — you do what you say you will do
• Ability to work independently without constant supervision or follow-ups
• Comfortable in a fast-paced, dynamic environment where priorities can shift quickly
• Experience working with marketing agencies or in a B2B service environment is a plus
• Availability to work 7:00 AM – 4:00 PM Pacific Time