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Client Experience and Retention Specialist

2 weeks ago

Melbourne, Victoria, Australia Searchability® Full time $100,000 per year

Customer Success Specialist - Digital Marketing Agency

  • 3 years' experience in a customer success role - handling inquiries, retention, meetings with clients and being client-facing
  • Previous experience within a hands-on digital marketing role or account management role in a digital agency is necessary
  • Agency experience is highly desirable
  • Up to $100K DOE
  • An understanding in digital marketing is necessary - SEO, PPC, Websites
  • Onsite role in Richmond

For more information or a more personalised application please email

WHO ARE WE?

We want to level the playing field for small and medium-sized businesses, giving you the same opportunities as big corporations without the hefty price tag. We adapt to the ever-evolving digital marketing landscape and pride ourselves on delivering transparent and honest marketing strategies backed by research. In a world where SEO is critical and numerous digital channels exist, we believe that building a strong foundation for online success is essential.

Our goal is to enhance our clients' exposure and drive more inbound inquiries. We maintain transparency by presenting all our behind-the-scenes work and collaborating on strategies for the upcoming quarter. Our vision is guided by our five core values being : the customer, quality results, continuous learning, positivity, and integrity. These principles shape every decision and action we take.

WHAT YOU WILL BE DOING?

As a Customer Success Account Manager, you will manage the entire customer lifecycle, ensuring seamless processes and effective use of our solutions. With a strong understanding of digital marketing, you will guide customers in aligning our tools with their marketing goals, optimising campaigns, and delivering measurable results. You'll collaborate with clients to identify areas for improvement, provide strategic insight upsells, and work closely with internal teams to resolve issues and enhance the customer experience. Your role will be pivotal in driving customer success, satisfaction, and retention by helping clients maximise the value of our digital marketing solutions.

YOU WILL NEED...

  • 3 years' experience in a customer success role - handling inquiries, retention, and being client-facing
  • Agency experience is highly desirable
  • An understanding in digital marketing is necessary - SEO, PPC, Websites
  • To be happy onsite 5 days a week in vibrant Richmond office
  • Proven experience in customer success or client relationship management, preferably within a digital marketing environment
  • Strong understanding of digital marketing strategies and tools, with the ability to translate this knowledge into practical solutions for clients
  • Excellent communication and interpersonal skills to build and maintain strong client relationships
  • Analytical mindset with the ability to identify areas for improvement and offer strategic insights
  • Proactive problem-solving skills to manage customer issues and ensure efficient workflows
  • Ability to collaborate effectively with internal teams to drive customer success and optimise processes

TO BE CONSIDERED…

Please apply by clicking online or emailing me directly at

By applying for this role, you give express consent for us to process & submit (subject to required skills) your application to our client, in conjunction with this vacancy only.

I look forward to hearing from you