Client Success Manager

Maritz•Fenton, MO

3d•Hybrid

About The Position

The Client Success Manager is responsible for managing external and internal client relationships, strategy, delivery execution, and satisfaction within a SaaS and creative services environment. This individual owns the full client lifecycle including onboarding, success planning, delivery oversight, renewals, and expansion. You'll provide leadership across creative, technical, and operational teams to deliver programs on time, on specification, and within budget. Manages multiple medium to large client accounts.

Requirements

Bachelor’s Degree or equivalent work experience
6-8 years of general client service / operations management exposure and consultative work with some client interaction preferred.
Solid oral and written communication skills.
Ability to translate client goals into a clear delivery and success plan.
Experience managing both strategy and creative execution, while coordinating creative, technical and operation teams.
Exposure to web-based technology and ability to learn quickly and to troubleshoot independently.
Ability to manage competing priorities and set client expectations on a daily basis.
Knowledge of Office automation products, Monday, Excel, TEAMS, JIRA Ticketing applications, and service level manager software/business applications.
Comfortably leverage AI‑assisted tools in daily workflows, apply sound judgment and critical thinking to AI outputs, stay current with evolving AI best practices, and clearly communicate AI‑assisted work with internal partners.

Responsibilities

Serve as the primary point of contact and strategic owner for assigned clients.
Lead onboarding, goal setting, and client success planning.
Establish success metrics and track performance across the client lifecycle.
Run regular client status calls, business reviews, and planning sessions.
Identify risks early and lead resolution efforts across internal teams.
Drive renewals, expansions, and long term retention strategies.
Reinforce value and outcomes tied to client goals and commercial commitments.
Handle escalations with urgency, clarity, and accountability.
Create the creative proposal, briefs, and manage the program priorities.
Ensure the creative output aligns with the client goals, brand standards, and program objectives.
Review the final deliverables for quality, clarity and completeness before client delivery.
Manage the feedback loops between clients and internal creative team.
Protect program scope, timelines, and budgets across creative workstreams.
Coordinate creative delivery within broader program plans.
Own program timelines, milestones, dependencies and delivery commitments.
Coordinate cross functional teams to meet client expectations.
Maintain clear documentation, status reporting, and client communication.
Ensure contract deliverables meet requirements for quality, timing, and accuracy.
Support pricing discussions, scope changes, and new business opportunities.
Identify upsell and cross-sell opportunities within assigned accounts.
Partner with sales teams as needed to support pipeline and renewals.
Ensure accurate forecasting, revenue tracking and invoice oversight.
Monitor client satisfaction metrics and lead mitigation strategies.