Manager, Client Success

84.51°; Chicago (IL); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

401(k) with matching contribution

Paid time off and holidays

Job summary

84.51° in Chicago seeks a Manager, Client Success to lead a portfolio of retail data science clients, driving retention, organic growth, and strong client outcomes across Media, Incentives, and Insights. You will build senior‑level relationships with CPG and Kroger stakeholders, shape strategies, and guide a small team to deliver high‑quality service.

You will partner with Sales, Product Strategy, Data Science, and Finance to remove barriers, accelerate delivery, and drive measurable business

Qualifications

• Bachelor’s degree required.
• 5+ years in account management or client success.
• Experience in media, incentives, insights, or loyalty preferred.
• Strong relationships with senior stakeholders.
• Proven retention and portfolio growth track record.
• Strategic thinking and problem solving.
• Excellent communication and organization.
• Ability to lead cross-functional teams.
• Project management experience preferred.

Responsibilities

• Lead client success strategy for a portfolio of clients to drive retention, organic growth, and strong client experience across Media, Incentives, and Insights
• Manage, coach, and develop a small team of Client Success associates, including performance management and capability development
• Build senior‑level relationships with CPG clients and Kroger stakeholders to develop strategies and drive outcomes
• Own portfolio retention strategy, renewal planning, risk identification, and proactive action planning
• Identify and progress organic growth opportunities across the portfolio with Sales and cross‑functional partners
• Lead delivery of quarterly business reviews, annual plans, media upfronts, incentive plans, and renewals
• Represent client growth strategies in partnership with Kroger teams
• Partner with Product Strategy, Data Science, Finance, Sales to remove barriers and improve outcomes
• Drive utilization of insights, activation, and measurement solutions
• Lead team operations and ways of working to improve productivity and consistency
• Proactively solve client, team, and process challenges to support long‑term success
• Contribute to best practices and commercial offerings across the organization

Skills

Client relationship management

Strategic thinking

Cross-functional leadership

Communication

Project management

Team leadership

Education

Bachelor’s degree

Job description

84.51° Overview:

84.51° is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase.

Powered by cutting‑edge science, we utilize first‑party retail data from more than 62 million U.S. households sourced through the Kroger Plus loyalty card program to fuel a more customer‑centric journey using 84.51° Insights, 84.51° Loyalty Marketing and our retail media advertising solution, Kroger Precision Marketing.

84.51° follows a 5‑day in‑office work schedule to support collaboration, alignment, and team connection.

Join us at 84.51°!

The Manager, Client Success is responsible for leading a portfolio of clients and managing a small team to drive retention, organic growth, and strong client outcomes across Media, Incentives, and Insights. This role leads the development and execution of client and vertical strategies, builds senior‑level relationships with CPG and Kroger stakeholders, and ensures delivery of a consistent, high‑quality client experience across the book of business. The Manager, Client Success identifies and advances growth opportunities, leads key business planning processes, and partners closely with Sales, Kroger teams, Product Strategy, Data Science, and Finance to deliver business results. This role also recruits, develops, and inspires talent while driving operational excellence and continuous improvement across the team.

RESPONSIBILITIES:

• Lead client success strategy for a portfolio of clients to drive retention, organic growth, and strong client experience across Media, Incentives, and Insights
• Manage, coach, and develop a small team of Client Success associates, including performance management, capability development, and ongoing support
• Build and maintain senior‑level relationships with CPG clients and Kroger stakeholders to develop strategies, address business needs, and drive commercial outcomes
• Own portfolio retention strategy, including client health, renewal planning, risk identification, and proactive action planning
• Identify and progress organic growth opportunities across the portfolio in partnership with Sales, Kroger‑facing teams, and cross‑functional partners
• Lead delivery of key client planning and review processes, including quarterly business reviews, annual plans, media upfronts, incentive plans, and insights subscription renewals
• Represent client growth strategies in partnership with Kroger teams, including participation in relevant joint business planning discussions
• Partner with Product Strategy, Data Science, Finance/Accounting, Sales, and other cross‑functional teams to remove barriers, improve execution, and strengthen client outcomes
• Drive utilization of insights, activation, and measurement solutions to maximize client value and business impact
• Lead team operations and ways of working to improve productivity, consistency, and execution across the portfolio
• Proactively identify and solve for client, team, and process challenges to support long‑term business success
• Contribute to the development of best practices, commercial offerings, and team guidance to improve effectiveness across the broader organization

QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• Bachelor’s degree required
• Minimum 5+ years of account management, client success, consulting, and/or business development experience
• Media, Incentives, Insights, retail media, loyalty, or related experience required
• Experience leading day‑to‑day team activities and coordinating the work of others; prior people management experience preferred
• Strong experience building senior‑level client and stakeholder relationships
• Demonstrated success driving retention, client satisfaction, and portfolio growth
• Strong strategic thinking and problem‑solving skills
• Excellent communication, organization, and prioritization skills
• Ability to navigate ambiguity and drive recommendations and solutions forward
• Strong cross‑functional leadership and collaboration skills
• Project management experience preferred
• Collaborative, energetic, and motivated by developing talent and delivering strong client outcomes

#LI-AB1

Pay Transparency and Benefits

The stated salary range represents the entire span applicable across all geographic markets from lowest to highest. Actual salary offers will be determined by multiple factors including but not limited to geographic location, relevant experience, knowledge, skills, other job‑related qualifications, and alignment with market data and cost of labor. In addition to salary, this position is also eligible for variable compensation.

Below is a list of some of the benefits we offer our associates:

• Health: Medical: with competitive plan designs and support for self‑care, wellness and mental health. Dental: with in‑network and out‑of‑network benefit. Vision: with in‑network and out‑of‑network benefit.
• Wealth: 401(k) with Roth option and matching contribution. Health Savings Account with matching contribution (requires participation in qualifying medical plan). AD&D and supplemental insurance options to help ensure additional protection for you.
• Happiness: Paid time off with flexibility to meet your life needs, including 5 weeks of vacation time, 7 health and wellness days, 3 floating holidays, as well as 6 company‑paid holidays per year. Paid leave for maternity, paternity and family care instances.