Senior Client Success Manager

Clever Digital Marketing; Canada; On-site; CAD 60,000 - 80,000; Full time

Job description

Senior Client Success Manager

Department: Client Services

Employment Type: Full Time

Location: Canada

Reporting To: Daniel Rahmon

Compensation: $80,000 - $95,000 / year

Description

Who We Are

At Clever Digital Marketing, we are a dynamic powerhouse of digital marketing experts and advisors committed to growing large-scale home improvement organizations by fueling top-line revenue growth. Through our paid advertising and strategic advising, we've bridged the gaping void in the industry that lacked a highly profitable digital lead vendor. Our constant innovation has allowed us to establish a prominent presence in this space. In less than 2 years, we partnered with over 55 large-scale home improvement organizations across the USA.

Our Mission:

Helping B2C companies achieve scalable profitability through a partnership founded on strategic paid advertising and effective growth planning.

The north star metric of the Client Success team is maximizing client lifetime value. Due to our unique positioning in the home improvement market with large-scale companies, the Client Success team at Clever is uniquely positioned as a true integrated client partner. We act as strategic advisors and consultants, guiding clients through various business optimization strategies and working with them to scale lead generation efforts. Over the last 2 years, we have grown select key accounts from our minimum $20,000 per month in spend to well over $1,000,000 per month, incorporating a large percentage share of our clients' monthly marketing spend.

Clever is deeply trusted and respected, positioned as a leader in the industry. Our clients rave about us for several reasons: our innovative strategies, our "can do" attitude, and our intense desire to win. We have long-lasting, significant partnerships across North America with extremely loyal clients, positioning Clever as the "secret weapon" of over 80 large-scale home improvement companies. Remarkably, 86% of our new clients over the last year came from client referrals and scales, demonstrating our focus on growing existing business with a strong lifetime value. Notably, we don't have a sales team, emphasizing our commitment to delivering exceptional value and growth through our existing client relationships.

As a Senior Client Success Manager at Clever Digital Marketing, you take the formal meaning of a client's success to another level. You will build a strategic and personal relationship with your clients, allowing for expansion. You are in a well-respected position and a key player in the success of both our clients and our company. Your contributions will be highly respected and valued, as you are the driving force behind the expansions and churn of our clients.

You will expertly manage and nurture client relationships, using your consultative approach and operational expertise to identify growth opportunities, address any issues that arise, and guide clients toward achieving their business objectives. Through our internal training modules, you will develop a wealth of knowledge to enhance your levels of communication with clients, allowing you to serve them with better/more accurate recommendations. You will be responsible for learning adept marketing terminology to communicate effectively.

*Please note, that we are a team of A players looking to grow with other A players in our fast-growing performance marketing agency. We welcome all like-minded, growth-oriented individuals to apply for the position!

Key Responsibilities:

• Client Relationship Management: Serve as the primary point of contact for a portfolio of enterprise level clients with significant advertising budgets; enduring their concerns are addressed promptly while maintaining an open, ongoing dialogue.
• Strategic Consultation and Performance Review: Conduct bi-weekly Zoom meetings with clients to discuss campaign performance, address challenges, and offer expert guidance, leveraging your expertise in call center and sales operations
• Business Goals Alignment and Growth Strategy: Use a deep understanding of each client's business objectives to proactively identify and pursue opportunities for account growth and expansion. Collaborate closely with clients to develop strategies that drive results.
• Internal Coordination and Team Collaboration: Work effectively with internal teams, including Senior Facebook & PPC Media Buyers, the Director of Marketing, and the Client Success Team Lead, to deliver personalized marketing services. Ensure clear communication and coordination among all parties, including media buying teams, for effective execution of client campaigns.
• Industry Insights and Client Education: Stay informed about the latest marketing trends, particularly in Google and Meta Ads. Share these insights with clients, aiding them in making informed decisions and maintaining competitiveness.
• Client Satisfaction and Advocacy: Monitor and maintain high levels of client satisfaction, addressing issues proactively with a focus on retention and loyalty. Act as a vocal advocate for clients within Clever Digital Marketing, ensuring their needs and feedback are central to ongoing improvement efforts.
• Professional Development and Knowledge Enhancement: Continuously seek opportunities to enhance your understanding of marketing platforms, industry best practices, and client management strategies. This ongoing learning enables you to offer increasingly valuable insights to clients.

Operational Excellence in the Client Success Department: Play a key role in building and maintaining efficient systems, processes, and procedures within the Client Success Department, guaranteeing consistent quality in work output.

Skills, Knowledge, and Expertise

• A strong command of the English language and located in Canada.
• 4+ years of experience in a high touch client-facing role.
• Passion for client success and experience in nurturing and growing client relationships, with the ability to identify opportunities for account growth and client satisfaction.
• Excellent problem-solving skills, leveraging both emotional intelligence and logical reasoning to handle and resolve client issues efficiently.
• Proven track record of generating new referrals through authentic relationships.
• Inherent drive to learn and enhance systems and processes.
• Bachelor’s degree in Marketing, Business, or a related field

Benefits

• Above industry compensation package
• Performance bonus
• A fully remote work environment with a beautiful office in Vaughan for in-person collaboration
• 20 days PTO [vacation]
• 14 days PTO [Holidays & Sick days]
• Group Benefits: Health, Dental & much more
• Company-provided Macbook computer
• Home Office Budget + Merch delivery to get you started
• Work Abroad Policy: Need a new working environment? Our work abroad policy supports this