Client Success Manager - Digital Marketing

Client Success Manager

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About Us

Srinergy Global is a results-driven marketing agency helping brands grow through creative strategy, performance marketing, and data-led storytelling. We partner with FEC, Health & Wellness, and Real Estate industries to deliver real impact not just campaigns.

We're now looking for a Client Success Manager (CSM) a communicator, strategist, and problem-solver who ensures our clients feel supported, understood, and empowered.

This is not an account management role. Your mission To make clients feel heard, simplify the complex, and keep relationships strong.

Role Overview

As a Client Success Manager, you will be the trusted voice for our clients and the bridge between them and our internal teams. You'll ensure that clients understand what's happening, why it matters, and how it connects to their goals. You'll de-escalate tough situations, translate marketing jargon into simple terms, and make sure every client interaction ends with confidence, clarity, and positivity.

Key Responsibilities

Relationship Management

1. Build and nurture long-term relationships with clients, acting as their trusted advisor and advocate.
2. Conduct regular check-ins and business reviews to ensure alignment on goals and performance.
3. Serve as the voice of the customer internally representing client needs, expectations, and feedback clearly to all teams.
4. De-escalate challenging situations with empathy and clear communication.

Communication & Simplification

1. Explain marketing strategies, results, and data insights in simple, relatable terms clients can act on.
2. Translate between technical marketing execution and client business outcomes.
3. Ensure clients always understand the why behind decisions, not just the what.

Client Success & Retention

1. Monitor account health and identify early signs of dissatisfaction or confusion.
2. Proactively resolve issues by collaborating with Account Managers, Strategy, and Performance teams.
3. Identify opportunities to enhance client satisfaction and retention through better alignment and education.

Onboarding & Enablement

1. Guide new clients through onboarding, ensuring smooth integration and clarity on agency processes.
2. Develop customized success plans to help clients achieve quick wins and long-term growth.

Data, Insights & Continuous Improvement

1. Should be able to understand, review campaign reports, performance dashboards, and feedback to share key insights with clients when needed
2. Collaborate cross-functionally to drive improvement in client experience and delivery efficiency.
3. Track and analyze customer success metrics, prepare regular reports on account status, and provide insights to inform product development and business strategy decisions.
4. Learn with passion by staying current with industry trends, customer success methodologies, and emerging technologies to improve customer outcomes continuously.

Skills and Competencies

1. Exceptional interpersonal and relationship-building skills with a passion for customer transformation
2. Strategic thinking with attention to detail and ability to act with urgency
3. Ability to manage multiple accounts and priorities simultaneously while maintaining quality
4. Collaborative mindset with strong cross-functional communication
5. Results-oriented with a customer-first approach and commitment to continuous learning
6. Adaptability and resilience in a fast-paced, AI-driven environment
7. Comfort with leveraging AI tools and data-driven insights to enhance customer success

Required Qualifications

Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience

36 years of experience in Client Success, Customer Experience, or Relationship Management.

Proficiency in Microsoft Office (Word, Excel, PowerPoint) and G-Suite.

Solid understanding on digital marketing (campaigns, analytics, funnels, ROAS, KPIs, etc), performance metrics, and client lifecycle management.

Familiarity with tools like Google Analytics, Meta Ads Manager, CRM systems (HubSpot, Zoho, Salesforce), and project management tools (Asana, Trello, ClickUp).

Excellent communication and presentation skills, both written and verbal

Strong analytical and problem-solving abilities

Preferred Qualifications

Experience in Marketing Agencies or Creative Agencies.

Experience in growth-stage start-ups

Project management certification or experience

Previous consultative selling or solution selling experience

Pay

6 Day working company

Its PF mandate Company

Time shift : 5PM - 2AM IST