Position Title: Client Success Manager
Reporting to: Managing Director
Department: Client Success
Timings: 9 am to 5 pm (Remote)
Location: Edmonton, Alberta, Canada
About Us:
Reach First is a Canadian company that provides digital marketing services to our clients in both Canada and the United States. We also build and operate multiple business units within various industries. Performance is at the core of everything we do. We go above and beyond the call of duty to achieve impactful growth for all our clients.
Position Purpose:
As a Client Success Manager, you will play a key role in ensuring our clients receive the highest level of service and support. You will be responsible for building and maintaining strong relationships with clients, understanding their needs, and helping them achieve their goals using our products or services. This role requires excellent communication skills and a proactive attitude. Preference will be given to Candidates based in Edmonton, Alberta, as they will be responsible for attending conferences and meetings held there.
Education & Professional Qualification:
- Degree(s)/Major(s): Bachelor's or Master's in a relevant field from a reputed University.
Experience:
- 2 to 3 years of proven working experience in the digital marketing industry.
What We Offer:
- A wide range of challenging assignments. We don’t just offer a job; we offer a career with varying assignments and lots of development opportunities.
- Continuous coaching – you will work with passionate people and receive both formal training and day-to-day mentoring from your coach and manager.
- Dynamic and respectful work environment – employees are at the core, we value every individual and encourage initiatives, promoting agility and work/life balance.
- A competitive compensation package, in line with your qualifications and experience.
- As an equal employment opportunity provider, Reach First makes all decisions of employment purely based on merit.
Responsibilities:
- Serve as the primary point of contact for assigned clients, ensuring exceptional service delivery and a positive client experience throughout the customer lifecycle.
- Build, nurture, and maintain strong client relationships by understanding their business goals and aligning our solutions to support their success.
- Proactively manage client communications, addressing inquiries, resolving concerns, and providing timely support through email, phone, and virtual meetings.
- Monitor client engagement, adoption, and utilization of services to identify growth opportunities, optimize performance, and maximize value.
- Conduct regular business reviews and strategic check-ins with clients to assess satisfaction, discuss progress, and address evolving needs.
- Drive client retention and account growth by fostering long-term partnerships and identifying opportunities for upselling and cross-selling services.
- Continuously expand and strengthen the client community through engagement initiatives, relationship-building activities, and value-driven interactions.
- Collaborate closely with internal teams, including Sales, Marketing, Operations, and Product Development, to advocate for client needs and contribute to service improvements.
- Lead and support the onboarding process for new clients, ensuring a seamless transition, successful implementation, and early achievement of desired outcomes.
- Develop and deliver client training sessions, educational resources, and best-practice guidance to enhance product adoption and overall client success.
- Track, analyze, and report on key client success metrics, including customer satisfaction, retention rates, renewal performance, and product utilization.
- Stay informed of industry trends, market developments, and emerging best practices to continuously improve the customer experience and deliver strategic value to clients.
- Identify and mitigate potential risks to client satisfaction, ensuring proactive problem-solving and long-term account stability.
Requirements:
- Proven experience in a client-facing role, such as Customer Success, Client Success, Account Management, or Sales.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Strong problem-solving skills and the ability to think strategically to address client needs.
- Proficiency with CRM software and other relevant tools
- Interacting with project managers to ensure assets are developed to the client’s satisfaction.
- Consistently review, analyze, adjust, and report on results achieved on all campaigns.
- Keep clients up to date on their latest metrics and dynamic marketing campaigns.
- Strong organizational skills and attention to detail.
- Ability to multitask and manage multiple client accounts simultaneously.
- Highly adaptable and quick to learn new information.
- High levels of tenacity and desire to go above and beyond.
- Strong listening skills and ability to understand others’ viewpoints.
- Experience working for a digital marketing agency is Mandatory.
Pay: $2,500.00-$3,500.00 per month
Work Location: In person
