Client Success Manager

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WOO Agency is evolving and seeking a Client Success Manager as part of our strategic transformation. This role is the primary client-facing position responsible for managing client relationships, project delivery communication, and ensuring exceptional client experience throughout our service delivery. The Client Success Manager will be the trusted advisor and primary point of contact for all client interactions.

Key Responsibilities

Client Relationship Management

• Serve as primary point of contact for all assigned client accounts
• Build and maintain strong, long-term client relationships based on trust and results
• Conduct regular client check-ins and strategic business reviews
• Identify opportunities for account growth and service expansion
• Manage client expectations and communicate value delivered

Project Delivery & Communication

• Lead client communication throughout entire project lifecycle from brief to delivery
• Manage project timelines, milestones, and deliverable presentations to clients
• Coordinate client feedback, revisions, and approval processes
• Ensure projects are delivered on time, within scope, and to client satisfaction
• Handle escalations and resolve client concerns promptly and professionally

Strategic Client Advisory

• Understand clients' business objectives and challenges
• Recommend AI-enhanced solutions that deliver measurable business value
• Educate clients on emerging AI capabilities and implementation opportunities
• Position additional services and capabilities that align with client goals
• Contribute to client strategy discussions and creative briefings

Account Growth & Retention

• Identify opportunities for account expansion and additional project work
• Collaborate with Business Development Manager on growth strategies
• Ensure high client satisfaction scores and retention rates
• Manage contract renewals and service agreement negotiations
• Track and report on account health and growth metrics

Internal Coordination

• Work closely with Operations Manager on delivery planning and resource allocation
• Collaborate with Creative Director and CTO on project strategy and execution
• Provide client insights to inform service development and capability building
• Participate in internal project planning and status meetings
• Ensure seamless handoffs between client-facing and delivery teams
• Articulate the benefits and capabilities of AI-enhanced creative and technical services
• Help clients understand AI implementation opportunities within their business
• Collaborate with technical teams to translate AI capabilities into business language
• Support clients through digital transformation and AI adoption journeys

Professional Experience

• Minimum 3+ years in client-facing roles within creative agency or technology services
• Proven track record of managing multiple client accounts simultaneously
• Experience with project management and client communication throughout delivery cycles
• Account management experience with demonstrated ability to grow existing relationships
• B2B services experience with understanding of professional service delivery

Client Management Skills

• Exceptional communication skills both written and verbal
• Relationship building expertise with ability to become trusted client advisor
• Problem-solving abilities to handle client challenges and find mutually beneficial solutions
• Presentation skills for client meetings, project updates, and strategic discussions
• Negotiation experience with contracts, scope changes, and conflict resolution|

Technical & Business Acumen

• Understanding of creative processes including design, print, content creation, and brand development
• Basic technical knowledge of web development and digital project delivery
• Project management proficiency with tools like , Asana, Jira, or similar platforms
• Financial awareness of project budgets, profitability, and account economics
• AI familiarity (preferred) to discuss AI-enhanced service capabilities

Core Competencies

• Customer-centric mindset with genuine commitment to client success
• Attention to detail ensuring accurate project communication and delivery
• Time management with ability to manage multiple projects and deadlines
• Adaptability to work in fast-paced, evolving business environment
• Team collaboration skills for working across creative and technical teams

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field
• Agency experience with understanding of creative and digital services
• Technology services background with software development or digital transformation projects
• AI or emerging technology exposure through previous roles or professional development
• Account growth achievements with quantifiable results in previous positions

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time
• IndustriesDesign Services

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