Client Success Manager

About the Role

We are looking for a Client Success Manager who can take full ownership of client communication, ensuring every message, query, and delivery update flows smoothly between the client and our internal teams.

This is not a sales or servicing role. It is a communication command center. You will act as the single point of contact for assigned clients, manage their requests, follow up on progress, and make sure nothing falls through the cracks.

Your goal is simple: zero delays, zero confusion, and zero missed follow-ups.

Key Responsibilities

1. Client Communication

• Act as the main communication bridge between clients and the internal team.
• Respond to client queries and requests within defined SLAs.
• Maintain consistent and transparent updates on project status, revisions, and next steps.
• Keep all communication channels (Slack, email, ClickUp comments) organized and clear.

2. Request Management and Delivery Coordination

• Collect briefs, assets, and approvals from clients and hand them over to internal teams.
• Track delivery timelines for each project and ensure commitments are met.
• Follow up with design, development, and campaign teams to unblock deliveries.
• Escalate issues early so clients are never surprised by delays.

3. Client Experience and Relationship

• Set clear expectations on timelines, revisions, and deliverables.
• Keep tone, clarity, and empathy consistent in all communication.
• Ensure every client feels informed, heard, and supported throughout the process.

4. Reporting and Process Improvement

• Maintain weekly client status updates for projects completed, pending, and upcoming.
• Track client satisfaction and flag risk accounts early.
• Share feedback with leadership to improve internal systems and processes.

What Success Looks Like

• 100 percent of client requests acknowledged and responded to within 2 hours during shift.
• Zero communication drop-offs or unacknowledged follow-ups.
• Consistent on-time delivery coordination with no last-minute surprises.
• Clients rate communication and support 9 out of 10 or higher in feedback surveys.

Requirements

• 2 to 4 years of experience in client-facing communication or coordination roles.
• Excellent written and verbal English communication.
• Organized, structured, and able to manage multiple accounts simultaneously.
• Strong understanding of delivery workflows in creative or marketing environments.
• Familiarity with ClickUp, Asana, or similar tools.

Good to Have

• Experience with digital agencies or ecommerce clients.
• Basic understanding of email marketing or Klaviyo workflows.
• Prior experience managing 6 to 10 clients at once.