Client Success Associate

The role of a Client Success Associate is pivotal in ensuring exceptional client experiences by overseeing the onboarding process, quality assurance, and successful fulfillment of all services.

This position demands strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards.

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.
  • Client Success Associate is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer's responsibility.
  • However, the Client Success Associate 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).
  • Client Success Associate 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.
  • 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.