Client Success & Account Manager
Keep clients informed, organized, and confident throughout their engagement. Connect client priorities with the people delivering marketing, website, CRM, and automation work.
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Fully remote · United States
Applicants must be based in the United States. Role scope and working arrangements are discussed during the application process.
Your mission
Keep clients informed, organized, and confident throughout their engagement. Connect client priorities with the people delivering marketing, website, CRM, and automation work.
Be the person who keeps the account’s goals, commitments, and communication connected. Understand enough of each workstream to explain progress accurately and escalate a problem before it becomes a surprise.
What you will own
- Coordinate onboarding and recurring check-ins
- maintain account plans and action logs
- clarify client feedback
- surface risks early
- prepare accessible progress summaries
- coordinate renewal conversations and relevant expansion opportunities
- make sure requests receive a clear owner and response.
Core deliverables
- An onboarding checklist and account plan with contacts, priorities, communication cadence, and open dependencies.
- Concise status updates explaining completed work, decisions needed, risks, and next actions.
- A maintained feedback and issue log with clear ownership and resolution dates.
- Renewal and expansion briefs grounded in client needs, delivery performance, and the agreed scope.
What you bring
Client service or account-management experience, strong organization, and the ability to explain digital work in plain language. Comfortable handling difficult conversations and distinguishing a new request from the agreed scope.
Tools and working knowledge
CRM records, project-management boards, video meetings, shared documents, and client reporting. A calm, organized approach to feedback and escalation is essential.
Your first 90 days
First 30 days: learn the engagement scopes, client goals, and delivery handoffs. Days 31–60: own check-ins, updates, and action tracking. Days 61–90: identify recurring friction and improve onboarding, escalation, and account planning.
How we assess success
Clear communication, timely issue resolution, documented decisions, and clients who understand progress and next steps.
Show us your work
Share a sanitized status update or describe how you handled an account issue while keeping the client and delivery team aligned.
How we work
We value clear writing, thoughtful questions, dependable follow-through, and honest communication with clients. Document decisions, flag risks early, and collaborate across strategy, creative, and technical work. Do not share confidential client information in your application.
How to apply
Use Quick Apply to select this role, share your contact details and availability, and upload your résumé. A professional profile or portfolio is optional. No lengthy cover letter is required; a short, relevant explanation of your fit helps us assess your experience.