Client Success Manager

Liaison; Boston (MA); On-site; USD 70,000 - 110,000; Full time

Job summary

Liaison in Boston is seeking a Client Success Manager to drive strategic relationships with higher education clients and oversee multi-channel enrollment marketing campaigns. You will lead client meetings, collaborate with product and account teams, and ensure on-time project execution while optimizing client outcomes and satisfaction.

The role emphasizes data-driven decision making, contract understanding, and proactive upselling opportunities, with a focus on delivering high-quality results in

Qualifications

• Minimum 3 years in client-facing account management.
• Experience in higher education is preferred.
• Proven ability to manage multiple campaigns and deadlines.
• Strong communication and collaboration skills.

Responsibilities

• Understand client needs and develop omni-channel campaigns.
• Lead client meetings and manage expectations.
• Coordinate with internal teams to ensure on-time campaign launches.
• Oversee billing/invoicing coordination with operations.
• Maintain campaign production timelines and document progress.

Skills

Relationship management

Project management

Data-driven decision making

Client-facing

Strategic thinking

Education

Bachelor's degree

Master's degree preferred

Tools

Marketing automation platforms

Job description

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.

The Client Success Manager is a campaign strategist and relationship manager responsible for understanding their clients' specific needs, strategizing best options, and executing plans in collaboration with the Enrollment Marketing division. The CSM also manages all aspects of client projects and coordinates with internal teams to ensure on-time campaign launches. This role utilizes Liaison's enrollment marketing software and leverages various marketing channelsto launch college marketing initiatives which can include print, email, and digital ads. CSMs deliver high-level customer experience, ensure successful client account operations, and provide high-quality project execution.

This position requires a talented individual that excels across multiple functions including relationship building, strategic consulting, project management and delegation, and data-driven decision-making.

We are seeking a highly organized and motivated individual, able to balance client relationships and the tasks needed to facilitate successful enrollment marketing projects. The CSM will be leading virtual client meetings, so the ability to make good decisions in a timely and confident manner is crucial. They will need to be able to maintain a positive attitude while working under pressure and remain a strong member of various internal working groups.

Responsibilities:

• Understand client needs, develop omni-channel marketing campaigns (print, email, digital ads, etc.), using Liaison's software, working with appropriate internal teams to oversee project execution and data-driven assessment.
• Deliver exceptional customer experience, manage relationships, and identify upsell opportunities, working with internal account and product teams and as applicable.
• Lead client meetings and manage client expectations, communicating on a regular basis and documenting the work to ensure that other internal stakeholders have access to relevant information.
• Create and maintain campaign production timelines, sharing with clients and internal teams to keep project plans up to date so that campaigns launch as intended.
• Understand contract details and be able to translate them into project components to align with client goals and monitor billing/invoicing with operations team.
• Collaborate with Enrollment Marketing division teams to ensure seamless campaign execution.
• Manage multiple priorities, maintain high-quality results, and demonstrate a track record of success.
• Learn software and technology quickly, adapting as campaign platforms and components continuously evolve.
• Take initiative, think critically, and improve processes.
• Maintain understanding of higher education trends and industry overall.
• Understand marketing strategy and communication flows.

Position Requirements:

• Bachelor's degree (Master’s preferred)
• Minimum of 3 years of relevant experience in account management or other client-facing positions, preferably in the higher education industry.
• Knowledge of higher education market (on-campus work experience preferred).
• Track record of successfully managing multiple priorities and maintaining high-quality results.
• Experience with project management and/or marketing automation platforms.
• Understanding of marketing strategy and communications flow
• Ability to learn software and technology quickly, and attention to detail.
• Willingness to take initiative, think critically, and improve processes.