Client Success Manager
About The Position
The Client Success Manager (CSM) oversees client utilization of the Skai platform and is accountable for client satisfaction and helping clients turn platform usage into measurable ROI. The role initially focuses on Paid Search. The ideal candidate has project management skills, technical fluency, strong interpersonal skills, working knowledge of media, and hands-on campaign experience across channels such as Amazon, Google, Meta, and OpenAI (ChatGPT). A consultative approach—understanding clients’ business goals and guiding them to suitable solutions—is especially important. The position is hybrid, with three days in the office per week, and offers a mix of home and office work. The stated salary range is $85,000–$100,000, with eligibility for additional bonus compensation. Actual salary depends on experience, skills, abilities, internal equity, and market data.
Requirements
- B.A. or B.S.
- Hands-on experience implementing and managing paid search marketing campaigns, including responsive ad formats, shopping, automated cross-channel formats such as AIMax and PMax, and ad extensions.
- At least 2 years of experience in client services and/or technical project management.
- Strong organizational and time-management skills, with the ability to thrive in a fast-paced environment with tight deadlines.
- Ability to work independently and as part of a team.
- Strong written and verbal interpersonal communication skills.
- Proven problem-solving track record and results-oriented approach.
- Ability to collaborate across local and virtual teams.
- Comfort using AI tools to support client preparation, communication, and documentation.
- Ability to present to internal and external stakeholders, communicate effectively in writing and verbally, read the room, and adapt messages to different audiences.
- Ability to travel occasionally.
- Passion, dedication, and a desire to excel.
Nice To Haves
- Hands-on experience with Retail Media Networks, including Amazon, Walmart Connect, and Target Roundel.
- Paid Search as a specialty, complemented by Retail Media or Paid Social experience.
- Media agency and/or Skai or other advertising-platform experience.
- AI builder capabilities.
- Microsoft Excel experience and basic technical experience with code such as JavaScript and HTML.
Responsibilities
- Drive client retention and identify account growth opportunities.
- Provide initial and ongoing training to help clients use the Skai platform effectively.
- Provide technical support, best practices, and strategy across Google Ads and Microsoft Advertising.
- Understand client business goals, anticipate future needs, and use product and engagement data to focus clients on Skai capabilities related to their outcomes.
- Maintain a structured, proactive communication cadence, including meetings and office hours, with clear agendas, opportunities for client input, and recaps documenting owners and dates tied to client goals.
- Partner with Client Success Directors, product teams, technical specialists, and support specialists, engaging them when needed and providing sufficient context for effective handoffs.
- Use AI to accelerate call preparation, summarization, personalization, and documentation, applying judgment and review before sharing anything with clients.
- Proactively solve problems and maintain a high standard of client satisfaction.
- Perform detailed client audits and use client feedback to identify needs, workflow gaps, and opportunities for continuous improvement.
Benefits
- Additional bonus compensation eligibility.
- Hybrid home and office work arrangement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
