Client Success Manager

Role Overview:

The Client Success Manager owns the ongoing success of client relationships by ensuring exceptional service, coordinating the operational delivery of Fig Lancaster products, and identifying opportunities to strengthen and grow client partnerships.

This highly motivated individual will work closely with the Fig Managing Director to coordinate recurring workflows, maintain project visibility, support client deliverables, and ensure deadlines are met. This is a highly collaborative role that combines project coordination, client communication, and operational excellence.

Objectives of this Role:

• Represent Fig Industries with professionalism while consistently modeling the company's Core Values.
• Deliver an exceptional client experience that builds trust, loyalty, referrals, and long-term partnerships.
• Generate sustainable business growth through proactive prospecting, networking, relationship development, and account expansion.
• Coordinate the successful operational delivery of Fig Lancaster products and services.
• Provide visibility, communication, and accountability across client commitments, production schedules, and internal workflows.
• Support strategic growth initiatives, including franchise development and new market opportunities.

Client Success & Relationship Management:

• Develop and cultivate relationships with prospective and existing clients, serving as a trusted advisor throughout the client journey.
• Build long-term relationships through proactive communication and consistent follow-up.
• Identify opportunities to expand existing client relationships through renewals, referrals, cross-selling, and additional advertising partnerships.
• Guide clients through planning, production, proofing, approvals, and final delivery.
• Conduct regular client touchpoints to strengthen partnerships and future opportunities.
• Champion the overall client experience and recommend improvements.

Business Development & Sales:

• Identify, prospect, and cultivate new advertising and partnership opportunities.
• Develop and execute ongoing prospecting and relationship building activities that create a consistent pipeline of qualified opportunities. Identify, prospect, and cultivate new advertising and partnership opportunities in collaboration with the Fig Salesperson.
• Represent Fig Industries at networking events, community functions, and strategic business development opportunities as needed.
• Maintain regular communication with prospective clients, ensuring timely follow-up and continued engagement throughout the sales process.
• Support contract signatures and client onboarding.
• Collaborate with leadership on sales strategy, territory planning, and franchise development.
• Achieve agreed-upon sales and activity goals alongside the Fig Salesperson.

Fig Lancaster Operations & Production Coordination:

• Coordinate photography scheduling, concept calls, proofing, approvals, and client communications, always striving the make processes more efficient.
• Coordinate client inputs, materials, approvals, and follow-up to ensure projects remain on schedule throughout production
• Maintain accurate CRM records, contracts, renewals, deadlines, and production requirements using Salesforce and Wrike.
• Coordinate sales-to-production handoffs so commitments reach the appropriate team members.
• Maintain visibility into advertiser commitments and production timelines.
• Coordinate Welcome Home operational fulfillment including timelines, client information, renewals, and internal handoffs.
• Identify risks early and communicate solutions before issues affect clients.
• Support continuous improvement of production workflows, operational processes, and cross-functional communication.

Qualifications:

• 2+ years of experience in client success, project management, business development, or a related field.
• Bachelor's degree in Business or related field preferred.
• Proficiency in Google Workspace
• Ability to work independently while collaborating across multiple teams
• Positive, adaptable and solutions-driven attitude
• Exceptional interpersonal, communication, and organizational skills.
• Experience with CRM systems and managing multiple priorities simultaneously.
• Demonstrated ability to build trusted relationships while supporting measurable business growth.
• Self-motivated, collaborative, and aligned with the mission and values of Fig Industries.