Client Success Manager

About the Role

We are looking for a proactive, results-driven Partner Success Manager to join our team. In this role, you will be responsible for managing the client journey from onboarding through long-term growth and retention.

You will work closely with our clients to ensure they are set up for success, understand our processes, and achieve measurable results. This position requires someone who is highly organized, communicates effectively, takes initiative, and thrives on helping businesses grow.

You won't just be responsible for maintaining client relationships. You'll take ownership of client performance, identify opportunities for improvement, and ensure the right actions are being taken to drive results.

Key Responsibilities1. Client Onboarding & Launch

• Conduct onboarding meetings with new clients to introduce our processes, establish expectations, and set the foundation for a successful partnership.
• Welcome new clients into their dedicated group communication channels and introduce relevant team members.
• Maintain consistent communication throughout onboarding, providing daily progress updates and following up on outstanding items.
• Coordinate with clients and internal teams to ensure all necessary steps are completed.
• Take ownership of getting new clients fully launched within 2 weeks of their onboarding.

2. Client Performance & Results

• Take ownership of client success by consistently monitoring performance and identifying opportunities for improvement.
• Complete the client optimization checklist within the first 30 days of onboarding.
• Ensure clients complete the Foundations Course within 2 weeks of their onboarding meeting.
• Review and analyze client KPIs every Monday to assess performance and identify constraints.
• Use internal SOPs, training materials, and resources to determine the best strategies for improving client results.
• Identify and implement key action steps, either independently or by coordinating with clients and internal team members.
• Monitor the impact of implemented strategies and determine whether they are improving performance.
• Continuously identify and address performance gaps, working toward a healthy client acquisition cost (CAC) of under $250.

3. Client Relationships & Retention

• Build strong, long-term relationships with clients through consistent communication and proactive support.
• Conduct weekly meetings with newly onboarded clients, transitioning to bi-weekly meetings once clients have achieved ROI and a strong working relationship has been established.
• Respond to client messages promptly and professionally.
• Keep clients informed of ongoing initiatives, performance updates, and actions being taken to improve their results.
• Proactively follow up on outstanding client requests, tasks, and deliverables.
• Encourage and ensure client participation in weekly group coaching calls.
• Recognize and celebrate client wins, milestones, and achievements.
• Proactively identify potential client concerns and take action to maintain strong client relationships and reduce churn.

4. Continuous Learning & Development

• Complete the internal/external courses and maintain a strong understanding of company processes.
• Take ownership of your development and consistently look for ways to become a more effective Partner Success Manager.

5. Reporting & KPI Tracking

• Maintain and update your individual KPI tracking sheet on a monthly basis.
• Monitor and report on key performance indicators, including:
• Client churn rate
• Monthly Recurring Revenue (MRR) added
• Average client onboarding and launch timelines
• Average time for clients to achieve ROI
• Maintain accurate records and use performance data to identify trends, opportunities, and areas for improvement.

What We're Looking For

• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• A proactive mindset with the ability to take initiative without needing constant direction.
• Strong problem-solving and critical-thinking skills.
• Ability to analyze data, interpret KPIs, and translate insights into actionable strategies.
• Strong relationship-building and client management skills.
• Ability to manage multiple clients, priorities, and deadlines simultaneously.
• High level of accountability, ownership, and attention to detail.
• Coachability and a genuine willingness to learn and improve.
• A results-oriented mindset with a passion for helping businesses grow.
• ASSET: Experience in digital marketing, client success, management, or business operations is a bonus.