Client Success Manager
About The Position
The Client Success Manager (CSM) oversees all facets of client utilization of the Skai platform. The CSM is accountable for client satisfaction and for helping clients turn platform usage into measurable ROI. This role will have an immediate focus on Paid Search. The ideal candidate brings strong project management skills, solid technical fluency, sharp interpersonal skills, working knowledge of media, and hands-on experience running campaigns across channels like Amazon, Google, Meta, and OpenAI (ChatGPT). Most important is a consultative approach: understanding a client's business goals and guiding them to the right solution.
Requirements
- B.A. or B.S.
- Hands-on paid search marketing campaign implementation and management experience, including responsive ad formats, shopping, automated cross-channel formats (like AIMax and PMax) and ad extensions
- 2+ years of experience in client services and/or technical project management, with strong organizational and time management skills and the ability to thrive in a fast-paced environment with tight deadlines
- Ability to perform detailed client audits and use client feedback to identify needs, workflow gaps, and opportunities for continuous improvement
- Comfort using AI tools to support client prep, communication, and documentation
- Experience collaborating across local and virtual teams
- Ability to travel occasionally
- Microsoft Excel and other basic technical experience with code such as basic JavaScript and HTML is a plus
- Comfortable presenting to internal and external stakeholders, with strong written and verbal communication skills, and demonstrated ability to read the room and adapt messages to different audiences.
Nice To Haves
- Hands-on experience with Retail Media Networks (including Amazon, Walmart Connect, Target Roundel, etc)
- Paid Search is your specialty and you have complementary experience in Retail Media or Paid Social
- AI builder capabilities
- Media Agency and/or Skai or other ad platform experience preferred
Responsibilities
- Drive client retention and identify growth opportunities within the account
- Provide initial and ongoing training so clients can effectively use the Skai platform
- Provide technical support, best practices, and strategy across Google Ads and Microsoft Advertising
- Understand each client's business goals, anticipate future needs, and use product and engagement data to focus them on the Skai capabilities most tied to those outcomes
- Run a structured, proactive communication cadence, standing meetings and office hours alike, each with a clear purpose and agenda shared in advance, real room for client input, and a recap with documented owners and dates tied to their goals
- Partner across internal teams, including Client Success Directors, product, technical, and support specialists, knowing when an engagement calls for their expertise and handing off with enough context that they can act immediately
- Use AI to accelerate call prep, summarization, personalization, and documentation, applying judgment and review before anything reaches a client
- Solve problems proactively and hold a high bar for client satisfaction
Benefits
- Additional bonus compensation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
