Senior Client Success Specialist

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 desired outcome.

• 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.
  • CSC is NOT responsible for actively managing 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).
  • CSC 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 Activities:
  • Establish a cadence for check-ins with all Paid Ads Clients (minimum once a week).
  • Building out ads and loading them into Meta for strategists 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 dates, timelines, and performance.
    • 20%: Holding the client accountable in providing the information needed 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.
  Requirements:
  • 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: Full-time.

Work set-up: WFH.