Client Success Manager

Job description

**Core Responsibilities Client Relationship Management** - Serve as primary client contact for active accounts once onboarding is complete. - Lead recurring performance calls (bi-monthly or monthly) to review campaign results, align on priorities, and plan next steps. - Build trusted relationships through consistent communication, clear expectations, and performance-driven insights tied to campaign outcomes. - Proactively identify growth opportunities, testing roadmaps, and upsell or expansion paths within campaign strategy. - Performance Strategy and Optimization Direction - Manage the campaign in Audiohook’s systems (including the User Interface, the CRM, and any other tools as set forth by the Company). - Interpret campaign performance trends and translate them into recommended actions (creative, targeting, budget allocation, KPI strategy). - Partner with internal teams to implement optimization plans and ensure progress toward campaign targets while protecting margin targets. - Conduct campaign audits: highlight wins, uncover issues, recommend tests, and document learnings. **Internal and External Communication** - Act as liaison between clients and internal teams on priorities, timelines, and deliverables. - Communicate pacing summaries, performance insights, and strategic recommendations proactively, anchored to campaign goals. - Escalate risks early (performance, tracking concerns, creative issues, budget constraints) to maintain client confidence. **Budget, Forecasting, and Reporting (Client-Facing Owner)** - Own client-facing budget pacing conversations and ensure alignment on utilization, flighting, and expectations for campaigns. - Flag margin or performance concerns and drive mitigation plans with Revenue Ops leadership. - Contribute to forecasting, client health reporting, and renewal planning inputs for all accounts. **Key Outputs / Deliverables** - QBRs/MBRs, campaign performance narratives, testing plans, renewal and expansion proposals, client health status, escalation briefs **Experience** - 3–6+ years in client success, account management, or performance marketing roles - Experience managing digital advertising campaigns (audio, podcast, programmatic, or paid media strongly preferred) - Proven track record of owning client relationships tied to revenue retention and growth - Experience leading client-facing performance reviews (QBRs/MBRs) and translating data into strategy - Familiarity with pacing, forecasting, and budget management in a campaign environment **Technical & Analytical Skills** - Strong ability to interpret performance data and turn it into actionable recommendations (creative, targeting, budget, KPIs) - Experience working with: - CRM systems (HubSpot, Salesforce, etc.) - Ad platforms or DSPs (programmatic experience is a big plus) - Reporting tools (Looker, Tableau, Excel/Sheets) - Comfortable managing multiple campaigns and identifying optimization opportunities quickly **Client & Communication Skills** - Exceptional communication skills with the ability to: - Simplify complex performance data for clients - Lead strategic conversations, not just report results - Experience handling client escalations and maintaining trust under pressure - Ability to proactively drive conversations around renewals and upsells, not just react to client needs **Business & Strategic Thinking** - Strong understanding of marketing KPIs and performance metrics (CPA, ROAS, CTR, conversion rate, etc.) - Ability to balance client performance goals with internal margin targets - Experience contributing to forecasting and revenue planning **Nice-to-Have (High-Value Signals for Audiohook)** - Experience in audio advertising, podcast advertising, or streaming media - Familiarity with attribution and tracking challenges in audio - Experience working in a high-growth startup or fast-paced environment - Background working cross-functionally with RevOps, AdOps, or Sales team**s** ## **What We Offer** - Fully remote work environment - Competitive salary and uncapped bonus potential - Health, dental, and vision benefits - Other benefits such as daily lunch stipend, monthly wifi, cell phone and subscription reimbursement, and annual hardware stipend - Flexible PTO and paid holidays - Opportunity to help shape financial operations at a rapidly scaling tech company