Join our dynamic team at iFOCUS as a Client Success Manager (CSM), where you’ll play a pivotal role in nurturing long-term client relationships and driving their success. Reporting to a Director of Client Success, you will oversee the entire client lifecycle, ensuring satisfaction, growth, and strategic alignment with their business goals.
About iFOCUS
At iFOCUS, you won’t be just a seat-filler, but a valued member of a team that wants to see you thrive, professionally and personally.
If you like embracing bold ideas, experimenting with new strategies and martech tools, and quenching your thirst for knowledge, you’ll fit right in at iFOCUS. Our culture is one where questioning and exploration is encouraged, because continuous learning is the cornerstone of innovation.
Key Responsibilities
- Client Onboarding & Transition: Lead smooth, seamless onboarding for new clients, ensuring they feel supported and confident in their partnership with us. Serve as the primary point of contact during the initial stages of the relationship.
- Strategic Client Support: Understand client goals and objectives, working closely with clients and our marketing teams to develop strategic roadmaps that ensure they meet their desired outcomes. Act as a trusted advisor by providing proactive recommendations.
- Client Advocacy & Feedback: Act as the voice of the client internally, providing valuable feedback to internal teams about client needs, concerns, and opportunities. Use feedback to enhance both service delivery and client satisfaction.
- Proactive Issue Resolution: Be quick to identify and address client concerns before they escalate, ensuring timely and effective solutions. Maintain a calm and solutions-oriented approach.
- Project Oversight & Detail Orientation: Client Success Managers oversee submitting client requests in our project management system, managing client communications for the associated projects that may include development and approval of campaign assets, or invoice management processes.
- Revenue Growth & Retention: Work with the Directors of Client Success to identify growth opportunities that align with the client’s goals. Support renewals and contract expansions by maintaining a high level of client satisfaction.
- Performance Reporting: Deliver comprehensive reporting dashboards to clients, facilitating strategic discussions based on data insights. Conduct monthly reviews to offer strategic recommendations derived from dashboard analytics.
- Client Education & Enablement: Support the client’s understanding of the full suite of services available to them and how to effectively use the tools and platforms we provide. Conduct training sessions or provide resources as needed.
Performance Expectations
- Client Satisfaction & Retention: Achieve an average of 85% retention rate of business accounts on an annual basis. This will be measured every quarter as well.
- Revenue Growth: Contribute to revenue growth through proactive identification of opportunities for additional services with growth opportunities that add value to the client’s business.
- On-Time Delivery & Results: Ensure clients’ projects and campaigns are launched on time and be proactive with timeline expectations both internally and externally.
- Collaboration: Facilitate collaboration between the client and our internal marketing teams wherever necessary to ensure smooth execution of client projects or campaigns.
- Communication: Ensures clear and timely communication for client and internal teams using appropriately designated channels (Monday.com, Google Meets, In Person Meetings, Google Chat, Email, etc.)
Location Requirements
- In-Office Expectations: Regular presence in the office (as per the team structure) for collaboration and client meetings as needed. Expected to attend in-person meetings with clients for key touchpoints.
Qualifications
- Bachelor’s degree in Marketing, Business Administration, or a related field or 5+ years related experience.
- 3+ years of experience in client management, account management, or a similar role within the digital marketing or agency environment.
- Proven track record of achieving client satisfaction and retention goals.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication, negotiation, and problem-solving skills.
- Proficiency in CRM software (e.g., Salesforce) and digital marketing tools (e.g., Google Analytics).
Benefits & Perks
Our hybrid workplace, casual dress code, stocked snack bar, and milestone celebrations are surface-level benefits. You’ll also get these important perks:
- Professional development opportunities
- Work on client accounts from Day 1
- Assigned supportive mentor for your first 90 days
- Free professional headshots
In addition to all the fun stuff, our full-time employees are also eligible for a competitive benefits package that includes:
- Options for employer-paid health, life, and short- and long-term disability insurance
- 401(k) with employer matching and immediate vesting
- Vision and dental insurance
- Optional accident or critical injury insurance
- Ample paid time off that increases with longevity
- Paid holidays, including Christmas week
- Maternity and paternity leave
Summary
At iFocus Marketing, you’ll have the opportunity to work in a collaborative environment where your ideas are valued and your impact is tangible. We offer competitive compensation, professional development opportunities, and a supportive team culture dedicated to achieving excellence.
Ready to make a difference? Apply now and join us in shaping the future of client success at iFocus Marketing!