Client Success Manager

Farm Journal; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Farm Journal is looking for a Client Success Manager to partner with clients, identify needs, and deliver solutions that drive retention, renewals, and growth across campaigns and services.

You will work with Sales, Onboarding, and Campaign Management to ensure timely deliverables, share progress reports, and translate client insights into product improvements that drive campaign success.

Qualifications

• 5+ years of client-facing or project management experience in digital marketing or professional services.
• Ability to lead, motivate, and collaborate with cross-functional teams.
• Strong time-management, organization, and attention to detail.
• Excellent written and verbal communication, and presentation skills.
• Proactive problem-solving with the ability to manage multiple clients and priorities.

Responsibilities

• Conduct client meetings, business reviews, and campaign insights sessions.
• Foster strong client relationships to maintain high satisfaction and retention.
• Act as client advocate and collaborate with internal teams to shape the product roadmap.
• Serve as main contact for client issues and drive amicable resolutions.
• Support pre-sale activities including RFPs and proposals to guide strategy.
• Bridge gaps between Sales and internal teams through clear communication and training.
• Analyze reporting data and translate insights into actions to improve ROI.
• Contribute to process improvements to enhance client experience and efficiency.
• Lead at-risk client conversations and coordinate with leadership on next steps.
• Travel to key prospects or existing accounts as needed.

Skills

Account management

Client relations

Communication

Time management

Presentation skills

Remote relationship building

Tools

MS Office

Job description

The Client Success Manager will work closely with Farm Journal clients to identify their needs, create solutions, and ensure success in order to drive retention, renewals, client satisfaction, and growth.

They will collaborate with Sales to provide guidance on marketing, pricing, and go-to-market strategy, assisting with RFPs, proposals, and pre-sale activities as needed. The Client Success Manager will facilitate effective communication post-sale with Onboarding and campaign management teams to ensure all project deliverables are met on time and according to client specifications. They will proactively communicate with clients to provide updates on projects and campaigns, prepare and share reporting to showcase campaign progress and results, and regularly solicit feedback to share with internal teams to foster new product development and campaign innovation.

As a critical member of the Client Experience team, this role directly impacts the client experience and the success of the organization. This person will be highly strategic, analytical, resourceful, client-focused, team-oriented, and focused on building and sustaining strong relationships with our clients.

They will collaborate with Sales to provide guidance on marketing, pricing, and go-to-market strategy, assisting with RFPs, proposals, and pre-sale activities as needed. The Client Success Manager will facilitate effective communication post-sale with Onboarding and campaign management teams to ensure all project deliverables are met on time and according to client specifications. They will proactively communicate with clients to provide updates on projects and campaigns, prepare and share reporting to showcase campaign progress and results, and regularly solicit feedback to share with internal teams to foster new product development and campaign innovation.

As a critical member of the Client Experience team, this role directly impacts the client experience and the success of the organization. This person will be highly strategic, analytical, resourceful, client-focused, team-oriented, and focused on building and sustaining strong relationships with our clients.

Essential Duties and Responsibilities
These duties include, but are not limited to, the following. Other duties may be assigned.

• Conduct presentations, campaign insight sessions, business reviews and other client-facing meetings.
• Foster excellent relationships with clients to maintain a level of high client satisfaction and retention.
• Act as the client advocate, collaborating with internal to improve the overall client experience and synthesize client insights to help shape the product roadmap.
• Serve as the main contact point for any client issues or conflicts, and work towards an amicable resolution.
• Play an active role in pre-sale activities such as RFPs, deals, pitches, and calls to ensure that sales is thoroughly blueprinting and recommending the correct strategies to drive the client’s business forward.
• Consistently bridge any gaps between Sales and internal teams through effective communication, collaboration, training, enablement and feedback loops.
• Experience in managing and prioritizing multiple clients and tasks.
• Analyze and synthesize reporting data and translate insights into actions to improve client ROI and drive retention and growth of the organization.
• Contribute to continuous improvement initiatives to drive automation, efficiencies, quality, and consistency in internal operations that promotes the client experience.
• Take the lead on at-risk clients and work directly with leadership and internal teams when necessary to guide next steps.
• Travel, as needed, to key prospects or existing client accounts.

Skills/Professional Experience
These qualifications include, but are not limited to, the following:

• 5+ years of relevant experience managing multiple accounts and/or project or program management experience within a digital marketing or professional services organization, implementing and managing project initiatives.
• Be a self-starter that thrives in a dynamic, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
• Exceptional time-management and organization skills with strict attention to detail.
• Superior relationship, communication, and presentation skills (both verbal and written).
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues.
• Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions.
• Critical Thinking; proven research and analytical skills; demonstrated consistency in follow-up and deliverables.
• Strong computer skills; proficiency in Microsoft Office products (Word, Excel, Windows) required. Expected to learn other position-related systems on the job.
• Ability to build relationships remotely.

Work authorization requirements
Must have unrestricted work authorization to work in the United States.

EEO statement
Farm Journal is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.