Client Success Manager

The Client Success Manager leads a portfolio of approximately 25 DK Marketing clients and is accountable for the health of each relationship. You set the priorities for your accounts, lead each client's monthly strategy meeting, and turn their goals into clear direction for the specialists who deliver the work.

This is an experienced, individual-contributor role with no direct reports. You report to our Operations Manager, work directly with our CEO, and have a real say in how the agency operates.

DK Marketing has worked with business owners and their leadership teams since 2013. Our clients are home service businesses, contractors and remodelers in a growth stage, working to become the market leader in their market, and companies that already are. They come to us for a complete growth program: strategy, websites, advertising, creative, and the follow-up that turns leads into customers.

We are a Louisville team of specialists in web development, media buying, design, content and SEO.

Client relationships

• Serve as the primary point of contact for a portfolio of approximately 25 client accounts, and know each client's goals, open projects and next steps.
• Lead a monthly strategy meeting with every client, and send a written recap with clear next steps the same day.
• Send every active client a written update each Friday, and keep them informed when projects launch or priorities change.
• Respond promptly during business hours, assess urgent concerns, and coordinate timely next steps.
• Handle difficult conversations directly and honestly, including when a project is behind or a result is below expectations.

Delivery and coordination

• Turn client requests into well-defined tasks in ClickUp, with clear requirements, owners and agreed deadlines.
• Identify delays early and coordinate the work through completion.
• Review deliverables for accuracy, presentation and fit with the client's requirements before they are sent. Specialists remain accountable for the technical quality of their work.

Growth and strategy

• Understand each client's performance and explain what the results mean for their business.
• Recommend what should come next for each client, and identify where an existing client would benefit from more of our services. This is a consultative responsibility rather than a sales quota.
• Improve the processes and templates your accounts depend on, and share what works with the rest of the team.

Required

• At least three years in client success, account management or project management, at a marketing agency or in a marketing department.
• A track record of managing a large portfolio of clients and many projects at the same time, with specific examples of client outcomes and your contribution.
• Working knowledge of websites, paid advertising, SEO, CRM systems, marketing automation and performance reporting.
• The ability to explain those disciplines clearly to a business owner.
• Excellent written and spoken communication, and confidence leading conversations on Zoom, on the phone and in Slack.
• The ability to coordinate priorities across teams and address risks to delivery early.
• Sound business judgment and an understanding of how owners think about revenue, margins and cash flow.
• Strong organization and professionalism in client relationships.
• Authorization to work in the United States.

Preferred

• Experience with ClickUp or a similar work management platform.
• Experience with GoHighLevel or a similar CRM.
• Experience with agentic AI, including AI agents that carry out research, reporting and workflow tasks, with careful review of their output.
• Experience working with home service businesses, or with growth-stage companies working to become market leaders.

Compensation and benefits

• $60,000 to $70,000 annual base salary, based on experience.
• Quarterly client retention bonuses.
• Health, dental and vision insurance.
• 401(k) retirement plan.
• Paid time off and paid holidays, including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
• Gym membership stipend.
• Annual compensation reviews, with performance reviews twice a year.
• Weekly pay.
• Room to grow. As DK grows, opportunities may include mentoring colleagues, improving client success processes, and taking on broader account responsibilities.

At least three years in client success, account management or project management, at a marketing agency or in a marketing department. A track record of managing a large portfolio of clients and many projects at the same time, with specific examples of client outcomes and your contribution. Working knowledge of websites, paid advertising, SEO, CRM systems, marketing automation and performance reporting. The ability to explain those disciplines clearly to a business owner. Excellent written and spoken communication, and confidence leading conversations on Zoom, on the phone and in Slack. The ability to coordinate priorities across teams and address risks to delivery early. Sound business judgment and an understanding of how owners think about revenue, margins and cash flow. Strong organization and professionalism in client relationships. Authorization to work in the United States.