Client Success Manager

Floowi•Weston, FL

1d•Remote

About The Position

Floowi connects top LATAM professionals with leading U.S. companies through remote talent solutions. Our mission is to make LATAM the world's premier hub for growth and excellence. About our Client A U.S.-based digital marketing agency serving a portfolio of growth-focused clients across paid media, content, and creative. The team operates with a partnership mindset: accounts are not just managed, they're grown. The agency is scaling its client experience function and is looking for a CSM who can own relationships end to end. Short Description You will be the client's champion inside the agency. You'll own the relationship, keep delivery aligned with what was promised, translate performance data into clear narratives, and turn healthy accounts into long-term partnerships. This role sits at the intersection of relationship management, delivery oversight, and revenue retention.

Requirements

Previous experience at a marketing or digital agency, in a client-facing role.
Strong command of digital marketing principles and terminology (paid media, content, creative, performance metrics). Training is available, but a solid foundation is required.
Proven track record owning client relationships end to end, from onboarding through retention.
Comfortable reading and interpreting campaign performance data and turning it into clear client narratives.
Experience coordinating with internal delivery teams and project management tools (Teamwork is a plus).
Native-level English, written and verbal.
Retention-first mindset with commercial instinct for expansion opportunities.
Highly organized, proactive, and comfortable holding both internal teams and clients accountable.

Nice To Haves

Teamwork is a plus

Responsibilities

Serve as the primary point of contact for assigned accounts, staying accessible and responsive across Slack, WhatsApp, SMS, phone, and Zoom.
Build trust-based relationships with client stakeholders and become the advisor they call first.
Lead client onboarding and project kickoff, confirming scope, timeline, deliverables, and success criteria before execution begins.
Partner with the Project Manager to keep delivery on time, on scope, and aligned with client expectations.
Review deliverables against client expectations before they go out and flag quality concerns with enough lead time to correct.
Own all client-facing communication of project status, milestones, and updates.
Monitor and report on key metrics weekly, monthly, and quarterly, including leads, cost per lead, sales, ROI, and campaign performance.
Translate data into client-ready narratives: what the numbers mean and what comes next.
Identify underperforming areas and bring forward specific recommendations, not just observations.
Lead escalations with professionalism and urgency, arriving with context and a proposed resolution path.
Spot natural upsell and cross-sell opportunities based on client goals and performance gaps, and build the internal case before Sales brings it to the client.
Document internal processes, workflows, and client playbooks to reduce tribal knowledge across the team.
Leverage AI tools to improve efficiency in client communication, reporting, and day-to-day account management.