Client Success Manager - Client Experience
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We need someone who makes clients feel confident and keeps relationships built to last.
In this role, you're the connective tissue between clients and our delivery team. The person who protects trust, sets clear expectations, and makes sure no client ever feels left in the dark.
The Role
What you'll actually do.
You own two things: the client relationship and client confidence. Both live and die by how well you communicate.
Client Relationships & Retention
- Serve as the primary point of contact for assigned client accounts
- Ensure clients feel confident, informed, and supported throughout the engagement
- Set and uphold clear expectations—even when performance results lag or challenges arise
- Proactively intervene when communication breakdowns or trust erosion occur
- Identify root causes of client concerns and participate in solutions
- Document client status accurately and keep all stakeholders aligned
Delivery Coordination & Reporting
- Act as the connective tissue between clients and internal delivery teams
- Ensure clients always understand what is happening, what's on track, and what comes next
- Coordinate across cross-functional teams: content, design, ads, ops, and contractors
- Translate strategy into action and action into clear client-facing reporting
- Protect trust, retention, and long-term partnership value at every touchpoint
How You'll Ramp Up
DAYS 1-30
Learn the Accounts
Shadow existing client calls. Learn account history, active campaigns, and open issues. Build relationships with delivery teams and understand how performance is reported.
DAYS 30-60
Own the Communication
Take over as primary client contact. Run weekly check-ins, deliver performance updates, and begin proactively identifying risks before clients raise them.
60+ DAYS
Own the Relationship
Full account ownership. You're the voice of the client internally and the voice of TBG externally. Retention, satisfaction, and client confidence are yours to protect.
Client Experience
Client Success Manager
This role is for you if...
- You genuinely care about the client experience, not just checking boxes
- You've managed multiple client accounts at once without dropping the ball
- You can deliver hard news with clarity and confidence
- You want to be the person clients trust when things get complicated
- You communicate proactively — you don't wait to be asked for updates
- You thrive in a fast-moving, founder-led environment
This role is not for you if...
- You need someone to tell you when to reach out to a client
- You avoid conflict or go quiet when things get uncomfortable
- You'd rather manage tasks than manage relationships
- You need a heavily structured, slow-moving corporate environment
- You've never led a client call or delivered a performance review
- You deflect accountability when results aren't where they need to be
Who You Are
You'll thrive here if...
Experience
- Bachelor's degree in marketing, business, communications, or a related field
- 4+ years in client-facing marketing roles (Client Success Manager, Account Manager, or similar) in a marketing agency or B2B environment
- 3+ years supporting technology, telecom, or MSP clients preferred
- Experience managing multiple client accounts simultaneously
- Experience coordinating across cross-functional delivery teams
Skills & Expertise
- Strong verbal and written communication skills
- High attention to detail and strong organizational skills
- Comfort leading client calls, presenting performance insights, and setting expectations
- Working knowledge of digital marketing fundamentals (SEO, paid media, analytics, content)
- Proficiency with Google Workspace, project management platforms, and reporting dashboards
Bonus Points (Not Required)
- Familiarity with MSP, IT, or telecom industry language and business models
Meeting these qualifications doesn't guarantee success here. What matters is ownership, communication quality, client outcomes, and alignment with The Business Growers' A-Player Standard.
Core Values in Practice
Values aren't posted on walls here.
They're behavioral standards. They're how we make decisions, hold ourselves accountable, and show up for clients every day.
We Believe Trust Is a Two-Way Street
Clients trust us with their business. We earn and protect that trust through consistency, honesty, and follow-through, especially when things get hard.
We Lead With Confidence
We don't hedge. We show up prepared, communicate clearly, and guide clients with conviction even in uncertain situations.
We Own the Outcome
No deflecting. No finger-pointing. When something goes wrong, we step in, own it, and participate in solving it.
We Are Clear and Kind
Hard conversations happen with honesty and respect. We say what needs to be said, the way it needs to be said.
We Grow With Grit
This is a fast-moving environment. We embrace challenges, adapt quickly, and keep moving forward when things don't go as planned.
The Standard
The A-Player Standard
At The Business Growers, this role is held to an A-Player standard. This is the bar required to remain in role — and it applies to everyone, regardless of title or tenure.
An A-Player at TBG consistently demonstrates:
- Owns outcomes without deflecting
- Is accountable to outcomes
- Accepts feedback without defensiveness
- Communicates clearly and directly
- Prepares before meetings and conversations
- Protects the team, the client, and the company simultaneously
- Acts in the company's best interest, not personal comfort
Ready to get to work?
This role won't stay open long.
If you read all of this and thought "that's me," we should talk. If you skimmed, go back. The details matter here.