Lead Client Success Manager

Crisp•Atlanta, GA

2d•Onsite

About The Position

Are you a natural leader with a genuine drive to surpass client expectations and create remarkable experiences? Are you energized to accomplish ambitious goals by inspiring and motivating your team and peers? Are you skilled at seamlessly immersing yourself in challenging situations, adapting on the fly, and confidently providing direction? We’re hiring a Lead Client Success Manager to lead a team of approximately 8 Client Success Managers, each owning 30 - 35 clients. At Crisp, CSMs are not coordinators, they operate as Project Managers for video production and Digital Marketing Managers, driving brand awareness campaigns and measurable client outcomes. This is a leadership-first role. Your job is to build operators, create structure, enforce standards, and ensure Client Success is a revenue protection and revenue growth function.

Requirements

4+ years as a proven people leader with experience managing a high-performing team (6+ team members) in a fast-paced, high-accountability environment.
Strong digital marketing + client delivery background (understands execution, timelines, performance expectations, and client experience).
Demonstrated ownership of retention/renewals and the ability to protect revenue at scale.
KPI-driven operator: comfortable setting targets, inspecting performance, delivering hard feedback, and holding the line on standards.
Strong escalation leadership: confident in difficult conversations, de-escalation, and problem-solving without getting reactive.
Be comfortable talking to new people (bonus points if you love talking to new people).
Be a thoughtful, committed individual who values relationships above transactions (you play the long game).
Understand what it takes to retain clients and minimize client churn
Have a team-centric attitude (We’re one big happy family, crazy cousins included!).
Exhibit an infectious can-do attitude and an ability to pivot and change course on a dime.
Extremely organized; able to build scalable workflows and create clarity in a high-volume environment.

Nice To Haves

Experience in performance-driven client services orgs (digital marketing, agency, subscription, or recurring-revenue environments).
Track record building team operating systems (cadences, scorecards, process improvements) that reduce chaos and increase execution quality.
Revenue responsibility (MRR retention, expansion support, churn reduction) and comfort owning outcomes, not just activity.
Background in project management for complex deliverables (multi-stakeholder timelines, handoffs, production-style workflows).
Tools familiarity: Salesforce, ClickUp, Frame, Rippling.

Responsibilities

Lead and develop a team of 8 Client Success Managers (each owning 30 - 35 clients), driving consistency, structure, and performance across the book of business.
Protect and grow revenue by owning retention health: identify churn risk early, intervene quickly, and improve renewal outcomes.
Set and enforce non-negotiable standards for responsiveness, organization, timelines, and follow-through.
Run weekly roster/account reviews to ensure clean execution, tight priorities, and clear client value delivery.
Coach CSMs to operate independently (reduce escalation dependency), think critically, and lead accounts with confidence and ownership.
Lead escalations and high-stakes client situations with calm authority and reset expectations, drive solutions, and restore trust.
Partner cross-functionally (Production, Paid Ads, Coaching, Ops) to prevent breakdowns, improve handoffs, and raise execution quality.
Support the Director of Client Services by improving systems, processes, and operating rhythm as the department scales.