Client Success Manager

Clever Digital Marketing; Remote; CAD 80,000 - 90,000; Full time

Job summary

A performance marketing agency is seeking a Client Success Manager to oversee a portfolio of mid-market clients, driving client satisfaction and retention. You will analyze performance metrics, lead strategy calls, and advise clients on operational improvements. Ideal candidates are experienced in account management with strong analytical and communication skills. This role offers competitive salary and flexible remote working options. Join a collaborative team dedicated to client growth and success.

Benefits

Competitive base salary + performance-based bonuses

Flexible remote work environment

Group Benefits - Medical, Dental, Vision

Company-provided MacBook

Home office budget and Clever merch delivery

Qualifications

• 4+ years in a client-facing role managing portfolios.
• Experience analyzing marketing or sales funnels.
• High proficiency in performance dashboards.

Responsibilities

• Manage 10–15 accounts with performance and retention focus.
• Analyze campaign performance and provide actionable insights.
• Lead bi-weekly strategy calls with clients.

Skills

Strong communication skills

Analytical skills

Client rapport building

Proactive problem-solving

Education

Bachelor's degree in business or marketing

Tools

Excel/Sheets

Meta Ads Manager

Google Ads

Job description

Client Success Manager

Department: Client Services

Employment Type: Full Time

Location: Canada

Compensation: $80,000 - $90,000 / year

Description

About The Job

Title: Client Success Manager

Department: Client Services

Location: Remote

Employment Type:

Reports To: Client Success Team Lead - Accelerator Business Unit

Clever Digital Marketing (CDM) is a performance marketing agency trusted by the largest home improvement companies across North America. We specialize in scaling client growth through full-funnel paid media strategies and deep business consulting. CDM’s success is powered by its industry-leading reputation for exceptional service delivery and performance, with growth driven almost entirely by client referrals and expansion.

Our Accelerator Business Unit partners with fast-growing home improvement companies investing from $15K–$100K/month in paid media. These clients rely on us for more than advertising—they look to us as advisors on their sales process, lead quality, speed-to-lead, operational alignment, and long-term profitability.

Our agency thrives on ownership, proactive leadership, high performance, and results. We move fast, think strategically, and operate with a builder’s mindset. If that excites you, you’ll feel right at home.

The Opportunity

We’re hiring a Client Success Manager to own and grow a mid-market portfolio within our Accelerator unit. You’ll manage 10–15 accounts (or ~$650K in managed ad spend), serving as the primary point of contact and strategic partner for home improvement companies across North America.

This role sits at the intersection of performance insight, client communication & relationship leadership, business consultation, and proactive problem-solving. You’ll break down performance data, diagnose funnel issues, and communicate recommendations with clarity and confidence—and you’ll do it while managing relationships built on trust, accountability, and honest partnership.

This role is perfect for someone who is analytical, proactive, and strong with people. The candidate should be comfortable breaking down performance data, diagnosing funnel issues, and communicating clearly with clients from different backgrounds and experience levels.

You’ll work closely with senior media buyers, internal leadership, and cross-functional teams to drive performance, retention, and client satisfaction.

Your north star metric: Client Lifetime Value, driven through proactive communication, retention, and consistent value delivery.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for your portfolio, building trust through proactive communication and consistency.
• Respond promptly to client questions, simplifying complex topics and ensuring alignment and clarity on next steps.
• Guide clients through challenges with confidence, empathy, and a solution-oriented approach.
• Demonstrate strong client management presence: calm, composed, clear, even in fast-paced, high-pressure moments.

Performance Insight & Reviews

• Analyze Facebook and Google campaign performance across the funnel from lead generation through SQL (Sales Qualified Leads) and revenue indicators.
• Diagnose bottlenecks, identify trends, and translate complex data into simple, actionable insights.
• Present performance reviews that drive clarity, direction, and next steps.

Strategic Consultation

• Lead bi-weekly client calls focused on performance reviews and strategic alignment while ensuring every call delivers clarity, direction, and meaningful next steps.
• Advise clients on operational improvements that impact lead quality, speed-to-lead, sales cadence, and conversion performance.
• Tailor guidance to each client’s goals, growth stage, and unique challenges.

Growth and Retention

• Maintain strong portfolio retention by delivering consistent value and anticipating risks early.
• Identify upsell and cross-channel opportunities in collaboration with Senior CSMs and Team Lead.
• Anticipate and champion scalable client growth through proactive thinking and ideation, improving the client experience, and positioning the agency as a true strategic partner.

Internal Collaboration

• Partner with Meta and PPC media buyers to align on insights, opportunities, and challenges.
• Support cross-department communication to ensure smooth execution and timely updates.
• Escalate challenges quickly and constructively, contributing clarity and structure rather than noise.
• Embody a builder’s mindset, creating tools, resources, and frameworks that improve how we deliver.

Professional Development & Contribution

• Stay current on paid media best practices, industry trends, and home improvement nuances.
• Participate in ongoing CSM training sessions, process improvements, and department-wide initiatives.
• Contribute ideas, templates, and frameworks that elevate team efficiency, client experience, and operational rigor.

Skills, Knowledge and Expertise

Who You Are

You’re a strong communicator with analytical depth. You connect the dots between performance data, funnel performance, and business outcomes—and explain them simply and succinctly. You take ownership, anticipate needs, and bring clarity to both clients and internal teams. You are grounded, curious, and comfortable managing competing priorities with composure. You’re:

• Clear & concise: You simplify complex performance insights into actionable takeaways.
• Analytical: You’re comfortable navigating data across multiple platforms and spotting what matters.
• Empathetic but direct: You build trust by communicating with honesty, tact, and client-first intention.
• Proactive: You use your curiosity and expertise to identify risks and opportunities before others see them, acting with intent without waiting to be told.
• Process-driven & organized: You manage multiple accounts with detail-oriented execution.
• Calm under pressure: You bring composure, clarity, and presence to fast-paced environments.
• Growth-minded & coachable: You see feedback as fuel.
• Solution-focused: You default to ownership, not excuses, and you solve problems before they become blockers.
• Relationship-oriented: You build client rapport and trust through strong people skills, honest communication, curiosity, and follow-through.

Qualifications

Required

• 4+ years in a client-facing, portfolio management, or account management role.
• Strong soft skills: communication, clarity, client rapport, and expectation-setting.
• High proficiency with Excel/Sheets and performance dashboards.
• Experience analyzing marketing or sales funnels, even if not in paid media.
• Ability to manage a portfolio of 10–15 accounts and maintain strong retention.

Preferred

• Performance marketing or digital agency experience.
• Familiarity with Meta Ads Manager, Google Ads, and Looker Studio.
• Experience in home improvement, home services, or high-ticket lead generation.
• Strong understanding of B2C or high-ticket service funnels.
• Bachelor’s degree in business, marketing, or related fields.

Benefits

Benefits of Working at CDM

• Competitive base salary + performance-based bonuses
• Flexible remote work environment with option for in-person collaboration (Vaughan, ON)
• Group Benefits - Medical, Dental, Vision, RRSP/401k Plan w/matching, more.
• Company-provided MacBook computer
• Home office budget and Clever merch delivery to get you started
• Work Abroad Policy: Need a new working environment? Our work abroad policy supports this!
• The chance to shape and grow a high-performing Client Success team
• A culture of performance and respect where the best work happens with extreme ownership and accountability meets collaboration.

Clever Digital Marketing values the unique skills and experiences each individual brings to the team. We are happy to provide reasonable accommodations to candidates in need of support during the recruitment and selection process. Please note that artificial intelligence (AI) may be utilized during the interview or candidate evaluation process to support the fair and efficient screening, assessment, and selection of applicants.