HiringCafe
Posted 3mo ago

Client Success Manager - NYC or ATL

@ Locality
View All Jobs
New York or Atlanta
$65k-$85k/yrOnsiteFull Time
Responsibilities:serve clients, coordinate RFPs, manage campaigns
Requirements Summary:3-5 years in digital media, customer success, account management, or advertising; bachelor's in marketing/business/advertising preferred; knowledge of OTT/CTV and performance measurement; strong client relationships; track record of growth/retention; analytical mindset.
Save
Mark Applied
Hide Job
Report & Hide
Job Description

You will play a pivotal role in understanding our customers' needs, ensuring an excellent customer experience, and building long-term customer loyalty by combining service excellence with growth-oriented thinking. Client Success Managers function as the primary coordination points on both RFPs and sold campaigns, contributing directly to retention and revenue expansion.



 




  • Serve as the dedicated post-sales contact for clients, ensuring seamless onboarding, adoption, and ongoing support.

  • Build deep, consultative relationships with clients by understanding business priorities, KPIs, and success measures.

  • Act as the go-to resource for clients, supporting campaign launches, execution, and optimization.

  • Anticipate client needs, address challenges before they arise, and position Locality as a trusted partner

  • Coordinate between departments to strategically respond to RFPs, ensuring proposals align with client and partner objectives.

  • Manage and oversee campaign execution with Ad Operations, Trading, Planning & Campaign Excellence, and other service teams.

  • Conduct quality control checks across pre- and post-sales environments to ensure accuracy and delivery.

  • Proactively identify upsell and cross-sell opportunities, collaborating with Sales and Channel Partner Managers to advance proposals.

  • Support QBRs and performance reviews by working with Account Executives to prepare insights, reports, and strategic recommendations to show ROI and value delivered.

  • Monitor client health, satisfaction, and engagement metrics; escalate risks and mitigate churn.

  • Provide campaign insights, optimization recommendations, and best practices to drive client outcomes.

  • Meet or exceed growth targets through renewal and expansion efforts and ensure clients realize measurable value from Locality’s products.

  • Maintain accuracy of CRM data and other systems together with your Account Executive counterpart for forecasting, order management, and reporting.

  • Partner with Analytics to deliver and analyze campaign reports that highlight ROI, optimizations, and future opportunities.

  • Serve as the primary escalation point for advertiser or partner issues, coordinating timely resolution.