Customer Success Manager

Overview Are you a great communicator with an infectious personality and feel like you want to do more? We’re looking for a rockstar Customer Success Manager (CSM) to join our team at AdVance Creative. We're a Creative Marketing Agency that creates digital ads focused on conversion. We're an extremely driven team that leaves no potential on the table. If you're someone who wants to get it done and be the best you can possibly be, this is for you. Our company name is AdVance and our culture is very straight forward: AdVancing Each Day. Getting a little bit better every single day. CSM Customer Success Manager Role Goal: Increase client LTV through client satisfaction and strategic upsells, and make sure our clients are blown away Responsibilities: Onboarding calls with clients Strategic client upsells through chat and call Reviewing and properly explaining performance data to clients in an easily digestible format Communication with clients via Slack Nurture existing and past clients Requirements: US based Available 9am-5pm Mon-Fri Great Communication Skills Ability To Soft Close (more of guiding them to an upsell as a helping position, not trying to hard close) Great on phone and video call Marketing work experience or Marketing degree Results: Increase client LTV Decreased churn Increased average revenue per client Increased client satisfaction rate = increased reviews on Google, Facebook, and Video Testimonials Compensation & Structure: $4k/mo Base + 2% of renewals generated from your role + 5% of upsells (estimated $80-100k depending on performance) Bonuses tied to: Retention, Upsells, Client growth Full-time role Opportunity for consistent pay increase and role growth In Depth: What You’ll Do as Customer Success Manager Own Client Relationships (Core Function) Be the main strategic point of contact Build trust and long-term partnerships Step in for key conversations and important moments Run Onboarding Calls Set expectations clearly from day one Align on goals, process, and timeline Create confidence immediately Lead Delivery Review Calls Walk clients through the ads we delivered Handle feedback and ensure satisfaction Reinforce value and positioning Drive Growth & Upsells Identify opportunities to expand accounts Recommend next steps (more volume, ongoing content, etc.) Move clients into higher plans or recurring Get Testimonials & Referrals Capture strong testimonials from happy clients Ask for referrals consistently Turn satisfaction into new business Handle Escalations (High-Level) Step in when issues arise Own the situation and resolve it Protect the relationship Internal Alignment Relay client feedback clearly to the team Ensure expectations match execution Keep everything aligned at a high level What We’re Looking For Experience Account management, client success, and sales experience Comfortable leading calls and conversations Experience upselling or growing accounts Marketing experience (basic marketing understanding so you can communicate clearly) Skillset Strong communication and presence on calls Able to simplify and explain things clearly Knows how to guide conversations (not just react) Can identify growth opportunities naturally Traits High ownership Friendly and great communicator Helpful Strong emotional intelligence Organized and proactive Results-driven What Success Looks Like Increase client lifetime value Clients stay long-term Clients are happy and confident Accounts grow over time Testimonials and referrals are consistent Minimal churn