Senior Client Success Manager (LA)

#paid • CA

78d

About The Position

As a Senior Client Success Manager covering our Key Accounts, you’ll be a trusted strategic advisor and operational expert for some of our most valuable brand partners. This role blends high-touch campaign execution (inclusive of Creator Management) with relationship-based account and client management. You’ll lead complex creator marketing programs from start to finish while nurturing long-term relationships with enterprise-level clients. You will not only ensure campaigns align with client objectives but also collaborate with the Client Partners on account renewal and growth. You’ll partner cross-functionally with teams like Product, Sales, Media, Analytics, and Strategy to drive exceptional outcomes, retain and grow key accounts, and shape how #paid works with its largest customers.

Requirements

• Execute campaigns with minimal oversight, resolving issues and meeting or exceeding client objectives
• Develop and present data-driven recommendations to support account growth and retention
• Address client concerns proactively, leveraging data and internal experts as needed
• Seamlessly manage creator relationships and campaigns to deliver operational excellence
• Consistently meet and exceed KPIs across satisfaction, retention, and revenue metrics
• Be flexible and available for in-person meetings as needed, whether for internal events or key customer meetings

Nice To Haves

• Experience in digital and creator marketing and a strong understanding of social media platforms
• At least 5 years of experience in a client-facing role, ideally with key or enterprise-level accounts
• Experience working with enterprise-level clients in agency, or creator tech is highly preferred

Responsibilities

• Oversee and execute campaigns for larger, strategic accounts with enterprise-level complexity
• Run program kick-off calls, finalize program briefs, build creator rosters, contract creators, schedule content creation and posts, track performance, and lead post-campaign reviews
• Build and maintain strong relationships across multiple client stakeholders and departments, acting as a strategic advisor to internal initiatives and broader marketing objectives
• Identify, qualify, and pursue upsell and expansion opportunities across your book of business (100% existing clients)
• Own and drive client happiness through fast response times to inquiries, maintaining professionalism in all interactions, and ownership of individual NPS scores
• Understand and consult on internal client processes, pain points, and bottlenecks to align #paid's approach to their strategic priorities
• Manage multiple programs simultaneously with periods of varying workload and complexity
• Proactively identify process inefficiencies and knowledge gaps, collaborating with peers and your Team Manager to implement improvements
• Partner closely with cross-functional internal stakeholders to ensure timely delivery, feedback resolution, and continuous improvement
• Collaborate with Sales on customer growth and expansion by providing insights, surfacing opportunities, and presenting value-based solutions
• Maintain accurate records in Salesforce and other internal systems to track account health, campaign details, and revenue opportunities

Benefits

• Flexible vacation policy
• Competitive vision, dental and health benefits
• Team offsites and working hubs
• Socials (even remotely)
• L&D budgets and RRSP/401K Matching Programs
• Career progression and autonomy to test new ideas

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 101-250 employees