Senior Client Success & Delivery Manager

Job Description

About the Job

AOA is hiring a Senior Client Success & Delivery Manager to help create the kind of client experience that earns trust, strengthens retention, and turns great work into long-term partnerships. This role is for someone who is energized by building strong client relationships, creating clarity, and helping clients feel confident, supported, and excited about the work we are doing together - while also bringing the structure and delivery operations needed to make that experience possible.

This is a hybrid Client Success and Delivery role. Roughly half of your time will be spent leading client relationships, and the other half will be focused on the operational delivery layer across the team. You will own client cadences, sprint operations and capacity planning, value reporting, scope change management, renewal preparation, and client health.

AOA's clients are eCommerce and SaaS brands, and our work spans Shopify Plus storefronts, AI-native apps, complex CMS builds, and ongoing design and development retainers. You will work with senior stakeholders, including CEOs, CMOs, Digital leaders, and eCommerce leaders, and you will use AI-powered systems to reduce administrative drag so more of your time can be spent on the relationship, the work, and the decisions that matter.

You may be a strong fit if you have worked inside the pace and complexity of an agency environment, managed multi-project client portfolios at the senior level, and know how to bring operational rigor to cross-functional teams who do not report to you. We are looking for someone with agency experience, strong client judgment, clear communication, and the self-management to thrive in a high-autonomy role - someone who can create structure, move work forward, and keep clients and teams aligned without needing daily direction.

Role Details

• Base Salary: $110,000-$130,000, based on experience
• Commission: 3% on revenue collected from contracts you oversee, with 4% on 6-month contracts and 5% on 12-month contracts
• On-Target Earnings: $150,000-$170,000
• Location: Remote, US-based
• Schedule: Full-time, with meaningful overlap during Central Time business hours
• Reports to: CEO

About AOA

AOA is a growing digital design and development agency that creates high-impact websites, AI-native apps, and standout eCommerce experiences for ambitious modern brands.

We partner closely with eCommerce and SaaS companies to deliver thoughtful, polished work that drives meaningful results and lasting client success. Our work spans strategy, design, development, eCommerce, conversion optimization, and custom application development.

We are a close-knit team where every person has a direct, visible impact on our clients' success and the growth of the company. We value genuine relationships, high standards, ownership, clear communication, and a true commitment to client delight.

As an AI-native agency, we use internal IP and modern tools to improve the quality, speed, and clarity of our work while keeping human judgment, creativity, and relationships at the center. The goal is not to automate the relationship. The goal is to give you more time for the work that requires judgment: building trust, aligning stakeholders, navigating tradeoffs, and helping clients feel confident in the work.

Responsibilities

• Key Outcome: A delivery and success organization known for delivering on commitments, creating strong client experiences, supporting client satisfaction, and improving client retention.
• Own the post-sale relationship with senior client stakeholders, including CEOs, CMOs, Digital leaders, and eCommerce leaders.
• When stakeholders rotate, re-onboard new decision-makers quickly to maintain momentum, context, and trust.
• Support renewals and transitions by maintaining high-trust relationships and a clear value narrative.
• Own monthly client health scoring across every active account and lead intervention on at-risk accounts.
• Run client cadences, milestone reviews, and strategic reviews with lightweight value reporting, clear written recaps, and thoughtful conversations around cost, scope, value, and ROI.
• Create a “no surprises” client experience by surfacing risks early, communicating changes proactively, and bringing options before problems land.
• Run monthly sprint operations and capacity planning, allocating team capacity to client commitments and keeping sprints in balance.
• Drive cross-discipline accountability across design, development, and strategy.
• Manage scope additions and change orders so client commitments and team capacity stay in balance.
• Lead onboarding and kickoff for every new project.

Qualifications

• 3+ years in a senior client-facing delivery role at a digital design, development, marketing, or eCommerce agency. Direct agency experience is required.
• 6+ years in a project management, account management, or client success role at a digital design, development, marketing, or eCommerce agency.
• Demonstrated success managing multi-project client portfolios with a high degree of ownership.
• Demonstrated experience navigating scope, timeline, quality, budget, or priority conversations with clients.
• Strong operational discipline. You maintain clear systems for tasks, owners, decisions, due dates, dependencies, and follow-through.
• Ability to balance both sides of the role: the relationship-building and communication craft of Client Success, and the operational delivery oversight of Project Management.
• Strong AI fluency. You use AI tools regularly to improve the quality, speed, clarity, or consistency of your work.
• Experience working with digital products, such as websites, apps, eCommerce experiences, SaaS platforms, or custom software.
• Comfort using ClickUp or similar project management platforms to manage delivery operations, sprint flow, task visibility, and client reporting.
• Excellent written and verbal communication. You can run a strong client meeting, write a clear recap, manage expectations thoughtfully, and adjust your tone to the moment.
• US-based and available during Central Time business hours.
• Strong written and spoken English.

Preferred Qualifications

• Experience with Shopify Plus, complex CMS implementations, or AI-native applications.
• Experience supporting eCommerce or SaaS brands as your primary client base.
• Experience building playbooks, SOPs, templates, or operating systems for a Client Success, Delivery, or Project Management function.
• Experience with client health scoring, NPS programs, quarterly business reviews, or similar diagnostic and value-reporting instruments.
• Comfort with the commercial side of client relationships, including renewal support, change orders, scope expansion, and value framing.

Benefits

• 401(k) with company matching
• Health, dental, vision, and life insurance
• Unlimited PTO
• Every other Friday off. Our office closes, giving the team a built-in long weekend twice a month.

You do not need to check every single box to apply. We know strong candidates can bring the right experience in different ways. If you have direct agency experience, strong client judgment, and the operational steadiness to help teams and clients do their best work, we would love to hear from you.

Must be authorized to work in the United States. We are unable to provide visa sponsorship for this role.