Client Success Coordinator

The Client Success Coordinator plays a critical role in ensuring an exceptional client experience by managing the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services. This role requires strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards. Success in the CSC role Means Achieving The Outcome.

Key Responsibilities:

● Client Onboarding & Integration (First 30-60 Days):

○ Lead a seamless and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.

○ Conduct onboarding meetings to introduce key team members, review strategy, and outline timelines.

○ Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a smooth transition into ongoing services.

● Strategic Direction and Analysis

○ Understand the Client's business, their needs, and other unique factors to ensure the service plan, marketing strategy, etc is tailored to their needs, not a cookie cutter approach

○ CSM is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer's responsibility

○ HOWEVER, the CSM should have a deep enough background on Paid Advertising to be able to have meaningful conversations with clients regarding strategic direction, allocation of resources (Google vs Meta vs other platforms depending on situation)

○ CSM should be able to interpret common KPIs and accurately and clearly relay that information and frequent updates/reports to clients, and should also have the knowledge to answer standard questions regarding campaigns and performance during Client Calls

● Quality Assurance & Service Fulfillment:

○ Ensure all deliverables meet the agency's quality standards before being sent to the client.

○ Identify and address any service gaps, ensuring that the client receives all promised services on time and at the highest quality.

○ Work closely with internal teams to streamline workflows and improve service efficiency

Client Relationship Management & Communication:

○ Conduct regular check-ins and strategy meetings to review progress, gather feedback, and ensure client satisfaction.

○ Act as the client's advocate within the agency, addressing concerns and troubleshooting challenges to enhance the client experience.

● Retention & Growth:

○ Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.

○ Work closely with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.

Day To Day:

● Establish a cadence for check ins with all Paid Ads Clients (Minimum once a week)

● Building out Ads and Loading it into Meta for Strategist to take

Keeping department organized with updates / outstanding tasks

● Onboarding All Paid Ads Clients & assigning applicable parties to their dedicated tasks

● Holding the team and client accountable in an 80/20 capacity

○ 80%: Holding the fulfillment team accountable with due date, timelines and performance

○ 20%: Holding the client accountable in providing the information we need to successfully run their services

● Project Management for all existing and new Performance Related Services

● Troubleshooting Client Issues / Concerns

●Foundation of advertising knowledge and terminology

● Foundation of understanding paid advertising metrics

● Proven experience in client success, account management, or a related marketing role.

● Strong organizational skills with the ability to manage multiple clients and projects.

● Detail-oriented with a strong focus on quality assurance and performance

● Excellent communication and relationship-building skills.

● Problem-solving mindset with a proactive approach to client needs.

● Familiarity with social media, content marketing, and digital marketing strategies is a plus.

Schedule: Monday to Friday from 8 am to 6 pm EST.

Job type: Fulltime

Work set-up: WFH