Job description
The C lient Success Coordinator plays a critical role in ensuring an exceptional client experience by managing the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services. This role requires strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards. Success in the CSC role Means Achieving The Outcome.
Key Responsibilities:
● Client Onboarding & Integration (First 30-60 Days):
○ Lead a seamless and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.
○ Conduct onboarding meetings to introduce key team members, review strategy, and outline timelines.
○ Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a smooth transition into ongoing services.
● Strategic Direction and Analysis
○ Understand the Client’s business, their needs, and other unique factors to ensure the service plan, marketing strategy, etc is tailored to their needs, not a cookie cutter approach
○ CSM is NOT responsible for actively managing the ads, launching campaigns, etc. That is the Media Buyer’s responsibility
○ HOWEVER, the CSM should have a deep enough background on Paid Advertising to be able to have meaningful conversations with clients regarding strategic direction, allocation of resources (Google vs Meta vs other platforms depending on situation)
○ CSM should be able to interpret common KPIs and accurately and clearly relay that information and frequent updates/reports to clients, and should also have the knowledge to answer standard questions regarding campaigns and performance during Client Calls
● Quality Assurance & Service Fulfillment:
○ Ensure all deliverables meet the agency’s quality standards before being sent to the client.
○ Identify and address any service gaps, ensuring that the client receives all promised services on time and at the highest quality.
○ Work closely with internal teams to streamline workflows and improve service efficiency
Client Relationship Management & Communication:
○ Conduct regular check-ins and strategy meetings to review progress, gather feedback, and ensure client satisfaction.
○ Act as the client’s advocate within the agency, addressing concerns and troubleshooting challenges to enhance the client experience.
● Retention & Growth:
○ Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.
○ Work closely with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.
Day To Day:
● Establish a cadence for check ins with all Paid Ads Clients (Minimum once a week)
● Building out Ads and Loading it into Meta for Strategist to take
Keeping department organized with updates / outstanding tasks
● Onboarding All Paid Ads Clients & assigning applicable parties to their dedicated tasks
● Holding the team and client accountable in an 80⁄20 capacity
○ 80%: Holding the fulfillment team accountable with due date, timelines and performance
○ 20%: Holding the client accountable in providing the information we need to successfully run their services
● Project Management for all existing and new Performance Related Services
● Troubleshooting Client Issues / Concerns
●Foundation of advertising knowledge and terminology
● Foundation of understanding paid advertising metrics
● Proven experience in client success, account management, or a related marketing role.
● Strong organizational skills with the ability to manage multiple clients and projects.
● Detail-oriented with a strong focus on quality assurance and performance
● Excellent communication and relationship-building skills.
● Problem-solving mindset with a proactive approach to client needs.
● Familiarity with social media, content marketing, and digital marketing strategies is a plus.
Schedule: Monday to Friday from 8 am to 6 pm EST.
Job type: Fulltime
Work set-up: WFH
