Customer Success Manager for a Management Consulting Company

• Client Engagement:
• Participate in weekly client meetings, take detailed notes, and ensure actionable items are clearly captured and followed up on.
• Serve as the primary point of contact for clients, ensuring regular communication and addressing client needs or concerns in a timely manner.
• Build and nurture strong client relationships, particularly focusing on supporting their digital marketing goals and initiatives (e.g., website optimization, email marketing campaigns, branding projects).
• Comfortable working directly with business decision makers, product managers, and partner vendors to move initiatives forward.
• Confidence navigating ambiguity and driving progress without waiting for step-by-step instructions.
• Proven experience aligning internal teams and external partners by turning high-level strategy into actionable deliverables

• Manage project timelines, tasks, and deliverables using Asana, ensuring all stakeholders (internal teams, clients, and partner vendors) are aligned on objectives, deadlines, and priorities.
• Oversee and guide the implementation of digital marketing initiatives, such as website launches, branding updates, email campaigns, and CRM integrations.
• Proactively monitor project progress, anticipate risks or challenges, and propose solutions to keep projects on track.

• Collaborate with partner vendors to ensure the successful execution of technical and marketing-related tasks, aligning their work with client goals and deadlines.
• Ensure clear communication between clients and vendors to drive seamless project collaboration and resolve any potential issues quickly.

• Leverage your strong technical background in digital marketing to support clients with strategic advice on websites, branding, email marketing, CRM systems, and other digital marketing tools.
• Stay up-to-date on industry trends and emerging technologies to provide valuable insights and recommendations to clients.

• Prepare and deliver monthly and quarterly performance reports for clients, highlighting key metrics, project accomplishments, and areas for improvement.
• Analyze digital marketing performance data (e.g., website traffic, email open rates, campaign effectiveness) and present actionable insights to clients.
• Use Google Sheets, Google Docs, and other Google Workspace tools to create organized and professional reports.

• Maintain thorough records of client interactions, project updates, and key deliverables within internal systems, ensuring seamless information flow across the team.
• Identify potential opportunities for account growth, such as new digital marketing services, and work with the sales team to pursue these opportunities.

• Work closely with internal teams, including marketing, technical, and sales departments, to ensure seamless client experiences and project execution.
• Contribute to the development of best practices and processes to enhance efficiency and client satisfaction in managing digital marketing projects.

• Proven experience as a Customer Success Manager, Account Manager, or a similar role, with a strong focus on digital marketing (e.g., websites, branding, email marketing, CRM systems).
• Strong technical expertise and hands-on experience with digital marketing tools and platforms, such as website CMS (WordPress, Shopify, etc.), CRM systems (HubSpot, Salesforce), email marketing platforms (Mailchimp, Klaviyo), and branding projects.
• Excellent project management skills with experience using Asana or similar tools to manage tasks, timelines, and collaboration.
• Exceptional communication and interpersonal skills, with the ability to build long-term client relationships and communicate technical details clearly.
• Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
• Analytical mindset with the ability to interpret digital marketing data and provide actionable insights to clients.
• Proficiency in Google Workspace (Google Sheets, Google Docs, Google Slides) for communication, reporting, and collaboration.
• Experience with both Agile and Waterfall methodologies
• Comfort with web development and cloud infrastructure concepts

• Strong technical foundation in digital marketing, including familiarity with web development, email marketing strategies, CRM integrations, and branding.
• A customer-centric attitude with a strong commitment to delivering exceptional service.
• High attention to detail and outstanding organizational skills.
• Problem-solving mindset with a proactive approach to addressing client needs and project challenges.
• Strong collaboration and teamwork skills.
• Adaptability and openness to new trends and technologies in the digital marketing space.

LTVplus