Client Success Manager

The Customer Success Manager (CSM) builds client relationships and serves as their advocate, while also advocating for our company.

4 MOST IMPORTANT ROLE INITIATIVES:

  • Client Retention and Contract Duration
  • Overall Client Revenue Growth via introduction to new services (upsells) and introduction to complementary services (cross-sells).
  • Support the internal team in communicating with the client to get everything the team needs to run the campaigns without delays and without issues.
  • Support company goals and advocate for our company.
From onboarding to ongoing campaign support, CSM’s complete a variety of tasks and create a mutually-beneficial relationship with our clients. Here are some of the key responsibilities this team member will be responsible for:

7 RESPONSIBILITIES OF A CUSTOMER SUCCESS MANAGER

1. Advocate for the client

Since a CSM works one-on-one with clients, they have an opportunity to significantly influence our client base. They should act as personal cheerleaders for our business explaining to clients why we can meet their specific needs. This positive reputation will not only keep our clients satisfied, but it will also encourage referrals and positive word-of-mouth accolades that will continue to elevate our reputation in the industry.

2. Onboard new customers.

Onboarding is one of the biggest priorities for CSM’s. That's because it's extremely important to get the necessary information required so the internal marketing team can start their campaigns in a timely manner and avoid delays. The sooner we can deploy the campaigns the sooner we get results for our clients, the more likely they will renew their contracts with us. Most of our clients are initially on a 3-month contract, so it's important that we move quickly and onboard in a smooth cohesive fashion.

Onboarding should focus on basic client education about their services, setting expectations for how the services will be managed and how we will be working together, and making sure they are aware that you will be their primary point of contact and that your #1 goal is to ensure the success of their campaigns.

3. Marketing campaign follow up.

During the ongoing deployment of the client's marketing campaigns, the CSM will be their primary point of contact for any questions, issues, or flow of information required to carry out the services. The job of the CSM is to create loyal clients and reduce potential churn which results in increased client retention rates.

One of the biggest issues we face is making sure our clients are aware of what we are doing, why we are doing it, and successfully communicating the results we are delivering for them. Routine detailed campaign reporting is very important, your job is to ensure this is happening, but also to quickly address any client reporting questions.

As needed, the CSM will reach out to the appropriate team member for the answer or set up a call with them and the client to ensure their questions are answered and the client has a full understanding of the key metrics and campaign performance as it relates to their business success.

4. Encourage upsells and cross-sells.

Another way to increase a client's lifetime value is through upselling and cross-selling. CSM’s look for opportunities to introduce new services we are launching, or complimentary services once the client has experienced a level of ROI from their current marketing campaigns. The CSM will have a keen sense of understanding when a client is ideal for a service introduction or upgrade. CSM’s will share a high-level explanation of why the additional service will be helpful and provide them with the necessary marketing materials to peak their interest. If they have an interest, the CSM will reach out to our sales team to introduce the client and the upsell or cross-sell opportunity. Since you will have a rapport with the client, they'll be more likely to trust your advice. The CSM will attend the meeting with the sales associate if they have not yet met in the sales process previously.

5. Build relationships between clients and the internal team.

There are some questions clients will have that aren't the responsibility of the CSM. Technical issues, minor service problems, and basic service questions should be geared towards the implementation or strategist team. CSM’s should foster a relationship between clients and the internal team, ensuring their issues or questions are addressed quickly and properly. Our CSM will have an in-depth understanding of the client's needs and are responsible for communicating these needs to the internal team as appropriate to facilitate cohesive communication and uninterrupted marketing campaigns.

6. Be the voice of the customer.

As someone who works directly with clients, a CSM should feel responsible for advocating their needs. They need to have an in-depth understanding of clients' likes and dislikes about our services, which can be discovered through surveys, reviews, referrals, and more. CSM’s should organize, analyze, and share this information with other departments to ensure our company's decisions always consider the voice of the client.

7. Attend client meetings.

The CSM will schedule and attend all client meetings with our internal team. They will take notes during the meeting and share them with the project manager afterward. During the meeting, the CSM will serve as a client advocate as well as a company advocate. The frequency of meetings depends on the level of clients assigned to them. Enterprise clients will have more detailed and frequent meetings (weekly or bi-monthly) and SMB clients will have shorter less frequent meetings (monthly or quarterly).

A successful Client Success Manager for our company will be someone who is very familiar with digital marketing services and strategies, with demonstrated cross channel strategy expertise and business savviness. They should have an analytical aptitude with high EQ (empathy and good interpersonal skills are mandatory) and a client satisfaction mindset. You also need to be comfortable working in a fast-paced online environment where your priorities can change quickly, and new methods and processes may need to be adopted fast. If you have experience in the cannabis industry or with cannabis dispensaries, you will be given priority consideration.

REQUIREMENTS

  • 3+ Years of hands-on online marketing experience.
  • Driving and communicating the ins and outs of cross-channel digital marketing strategies.
  • Account Management and Customer Support experience a huge plus.
  • Strong relationship skills, supported by strategic consulting skills and technical curiosity.
  • Highly dependable, self-starter, high energy, positive attitude with good organization, and time management skills.
  • A demonstrated history of excellent written and verbal executive communication.
  • The ability to thrive in changing environments and a passion for strengthening client-agency relationships.
  • Strong experience with web analytics tools.
  • Entrepreneurial spirit with a passion for knowledge and personal growth.
  • Expected means of client communication are email, phone, and text.
  • Normal workday hours of 9 am - 5 pm PST is required. We offer generous vacation and holiday time-off.
  • You will be working from our SW Henderson, NV office, under the direction of the COO and the Project Manager.

KEY PERFORMANCE INDICATORS (KPI)

  • Churn Rate, Average Contract Length & Upsell Rate

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