Please note** We're only looking to hire candidates that have previous experience in Client Success for a Digital Marketing company. Thank you!
About us
ADM is a high performance marketing agency with 45 clients across North America. Growing at a rate of 20-30 new clients / month, our company is positioned to become a market leader for revenue generation for private healthcare providers within 2 years.
Goals of our Client Success Manager:
To create exceptional client experiences that drive retention and growth by:
- Building strong relationships with clients based on trust and results
- Ensuring successful implementation of our methodologies and frameworks
- Identifying opportunities to expand client relationships and increase LTV
- Gathering actionable feedback to continuously improve our service delivery
- Serving as the bridge between client needs and our internal teams
Outcomes // KPIs:
Client Retention
- a. Maintain minimum 95% client retention rate month over month
- b. Receive minimum client satisfaction score of 9/10
Client Expansion
- a. Generate minimum 10% of total contract value from existing client expansions
- b. Identify minimum 2 upsell opportunities per client per quarter
- c. Successfully convert minimum 40% of identified expansion opportunities
- d. Achieve minimum average client LTV of $12,000USD
Implementation Success
- a. Ensure 100% of clients are completing onboarding process within timeline
- b. Achieve minimum 95% of clients reporting meaningful results
- c. Maintain minimum 90% milestone completion rate across client engagements
- d. Collect minimum 5 client success stories/case studies monthly
Team Collaboration
- a. Submit accurate weekly client status reports with 100% compliance
- b. Pull consistently client feedback that drives service improvements
- c. Maintain minimum communication satisfaction score of 8/10 from internal teams
- d. Successfully resolve minimum 90% of client issues within SLA timeframes
Responsibilities:
Client Relationship Management:
- Serve as primary point of contact for assigned clients
- Build and maintain strong relationships with key stakeholders
- Conduct regular check-ins and progress reviews
- Identify and address potential issues before they escalate
- Gather and implement client feedback to improve experience
Implementation & Support:
- Lead client onboarding and implementation processes
- Ensure successful execution of our methodology
- Work with delivery team to customize approaches as needed
- Track progress against client goals and milestones
- Document and share success stories and best practices
Growth & Expansion:
- Identify opportunities to deepen client relationships
- Work with sales team on renewal and expansion strategies
- Develop account growth plans for key clients
- Secure case studies and testimonials from satisfied clients
- Facilitate introductions and referrals to potential clients
Reporting & Analysis:
- Track and report on client health metrics
- Provide regular status updates to internal teams
- Analyze patterns across client engagements to identify improvements
- Document and share client insights to inform product development
- Create impact reports that demonstrate ROI for clients
Competencies:
Relationship Management:
- Ability to build strong, trust-based client relationships
- Skill in managing expectations and difficult conversations
- Experience serving as a trusted advisor to executives
- Talent for reading between the lines of client communication
Strategic Problem Solving:
- Identifies root causes rather than symptoms
- Connects client challenges to our solutions effectively
- Anticipates potential roadblocks before they occur
- Develops creative approaches to client-specific situations
Implementation Excellence:
- Strong project management capabilities
- Attention to detail while maintaining strategic view
- Ability to translate methodologies to specific client contexts
- Experience guiding clients through transformation processes
Communication Mastery:
- Clear and concise in both written and verbal communication
- Ability to translate complex concepts into accessible terms
- Experience facilitating productive meetings and workshops
- Talent for maintaining communication momentum
Core Values (if these do not resonate with you, please do not apply):
● Own Your Opportunities: Every mistake & obstacle is an opportunity for growth, and we use it as such. The only two words you will never hear at this company: fault & blame.
● Commit To Your Own Potential: We expect this of ourselves, each other, and our clients -- to relentlessly, critically be redefining & growing into the most potent version of ourselves and give this version of ourselves to the world.
● Persist Until Success: We cultivate a spirit of determination, refusing to give up when faced with challenges. Our focus is on analyzing and persisting until we uncover successful solutions to achieve our goals.
● Trust, Collaboration and Openness: To be able to have faith in the team members around us, so we’re all rowing in the same boat, and being open to sharing the good and the bad.
Job Type: Full-time
Pay: $60,000.00-$120,000.00 per year
Benefits:
- Dental care
- Extended health care
- Paid time off
Work Location: Remote
