Client Success Manager

Core Responsibilities

• Serve as primary client contact for active accounts once onboarding is complete.
• Lead recurring performance calls (bi-monthly or monthly) to review campaign results, align on priorities, and plan next steps.
• Build trusted relationships through consistent communication, clear expectations, and performance-driven insights tied to campaign outcomes.
• Proactively identify growth opportunities, testing roadmaps, and upsell or expansion paths within campaign strategy.
• Performance Strategy and Optimization Direction
• Manage the campaign in Audiohook’s systems (including the User Interface, the CRM, and any other tools as set forth by the Company).
• Interpret campaign performance trends and translate them into recommended actions (creative, targeting, budget allocation, KPI strategy).
• Partner with internal teams to implement optimization plans and ensure progress toward campaign targets while protecting margin targets.
• Conduct campaign audits: highlight wins, uncover issues, recommend tests, and document learnings.

Internal and External Communication

• Act as liaison between clients and internal teams on priorities, timelines, and deliverables.
• Communicate pacing summaries, performance insights, and strategic recommendations proactively, anchored to campaign goals.
• Escalate risks early (performance, tracking concerns, creative issues, budget constraints) to maintain client confidence.

Budget, Forecasting, and Reporting (Client-Facing Owner)

• Own client-facing budget pacing conversations and ensure alignment on utilization, flighting, and expectations for campaigns.
• Flag margin or performance concerns and drive mitigation plans with Revenue Ops leadership.
• Contribute to forecasting, client health reporting, and renewal planning inputs for all accounts.

Key Outputs / Deliverables

• QBRs/MBRs, campaign performance narratives, testing plans, renewal and expansion proposals, client health status, escalation briefs

Experience

• 3–6+ years in client success, account management, or performance marketing roles
• Experience managing digital advertising campaigns (audio, podcast, programmatic, or paid media strongly preferred)
• Proven track record of owning client relationships tied to revenue retention and growth
• Experience leading client-facing performance reviews (QBRs/MBRs) and translating data into strategy
• Familiarity with pacing, forecasting, and budget management in a campaign environment

Technical & Analytical Skills

• Strong ability to interpret performance data and turn it into actionable recommendations (creative, targeting, budget, KPIs)
• Experience working with:
• CRM systems (HubSpot, Salesforce, etc.)
• Ad platforms or DSPs (programmatic experience is a big plus)
• Reporting tools (Looker, Tableau, Excel/Sheets)
• Comfortable managing multiple campaigns and identifying optimization opportunities quickly

Client & Communication Skills

• Exceptional communication skills with the ability to:
• Simplify complex performance data for clients
• Lead strategic conversations, not just report results
• Experience handling client escalations and maintaining trust under pressure
• Ability to proactively drive conversations around renewals and upsells, not just react to client needs

Business & Strategic Thinking

• Strong understanding of marketing KPIs and performance metrics (CPA, ROAS, CTR, conversion rate, etc.)
• Ability to balance client performance goals with internal margin targets
• Experience contributing to forecasting and revenue planning

Nice-to-Have (High-Value Signals for Audiohook)

• Experience in audio advertising, podcast advertising, or streaming media
• Familiarity with attribution and tracking challenges in audio
• Experience working in a high-growth startup or fast-paced environment
• Background working cross-functionally with RevOps, AdOps, or Sales teams

What we offer

• Fully remote work environment
• Competitive salary and uncapped bonus potential
• Health, dental, and vision benefits
• Other fringe benefits such as daily lunch stipend, monthly wifi, cell phone and subscription reimbursement, and annual hardware stipend
• Flexible PTO and paid holidays
• Opportunity to help shape financial operations at a rapidly scaling tech company

Compensation Range: $80K - $120K