Client Success Manager

WHY THIS ROLE IS IMPORTANT

Client Success is the foundation everything else is built on. Growth opportunities only exist because clients trust us, and that trust is earned through consistent, excellent service, campaign performance, and the kind of proactive communication that makes clients feel like they always have a dedicated partner in their corner. The best Client Success Leads don't feel like vendors to their client; they feel like a member of their internal team. Someone who knows their business, speaks their language, and is as invested in their success as they are.

This role is also not growth-agnostic. Because Client Success sits closest to the client, this team is uniquely positioned to identify expansion signals before anyone else sees them. The best CS Leads don’t just protect a book of business — they actively grow it by deepening relationships, surfacing opportunities, and partnering with the Growth team to bring those ideas to life. Retention and growth are two sides of the same coin, and this role owns both.

THE MINDSET

This role isn’t just about managing accounts. It’s about making clients feel like they couldn’t succeed without us. That means being the connective tissue between every internal team and the client, catching problems before they become crises, delivering insights that make our clients look smart to their own leadership, and proactively identifying opportunities to do more.

You don’t wait to be asked. You don’t pass the buck. You don’t explain why something didn’t happen. You make it happen. You bring data-backed points of view, not just status updates. And when you see a client ready to expand, you don’t wait for the Growth team to find it — you bring it forward. The success team is expected to bring strategic thinking to performance and satisfaction, not just process execution.

Client Success leads on performance and satisfaction while keeping a consultative duty on growth. You actively surface growth signals and partner with the Growth team.

You bring recommendations, not menus. When a client has a problem, you don't present three options and ask them to choose… you tell them what you think they should do and why. You present the expensive idea. You present the unconventional one. You give them something to say no to, not something to hide behind. And when something goes wrong internally, that never becomes the client's explanation. 


RADICAL OWNERSHIP OF…

Owning these areas well is what separates good from great in this role.

• Campaign Execution & Pacing — Own the day-to-day health of every campaign in your book. Be the first to know when something needs to change and have a plan before the client asks.
• Performance Insights — Dig into the data to understand the why behind results. Identify patterns, anomalies, and opportunities, and bring those findings forward with a clear point of view and not just a data dump. Synthesize insights in partnership with the Growth team to build strategies that improve results at scale.
• Client Relationships & Day-to-Day Communication — Serve as the primary point of contact for assigned clients. Own the relationship from onboarding through ongoing campaign management, ensuring clients feel informed, valued, and confident at every stage.
• Campaign Launch Coordination — Orchestrate every new client onboarding touchpoint in collaboration with New Biz & Growth Leads - including internal kickoffs, Salesforce setup, Slack channel creation, dashboard requests, analytics notification, and finance account setup.
• Weekly Performance Reporting — Pull, analyze, and deliver weekly reports that go beyond the numbers. Surface what’s working, what isn’t, and what we’re doing about it. QC all dashboards before client review. Clients should never have to ask “how are things going?”
• Mistake Ownership — When something goes wrong, you get ahead of it. The client should never find a problem before you do. Own the error, bring the resolution, and make sure the fix delivers more value than the mistake cost. Trust is built in how you handle the hard moments, not just the easy ones.
• Quarterly Business Reviews — Own the QBR process end to end: preparation, storytelling, delivery, and follow-through. QBRs should make clients feel like strategic partners, not just buyers. They should walk away with a clear picture of what we’ve accomplished, where we’re headed, and why they should stay and grow with Oxford Road.
• Growth Signal Identification — Maintain a strategic lens on every account. Actively look for expansion opportunities (new channels, untapped audiences, incremental budget conversations) and bring those signals to the Growth team with context and a POV. The CS Lead is the first line of offense on account growth, even when the Growth team owns the proposal.
• Client Communication — Respond to emails within 2 hours, send recaps after every call, and initiate proactive outreach before clients come looking for answers. Always be a step ahead.
• Retention — Own the client relationship so deeply that churn feels unthinkable. Campaign success covers a multitude of problems — always keep your eyes on the prize.

May share responsibilities on accounts where no Client Service Coordinator is Assigned:

• Cross-Functional Coordination — Quarterback media, creative, analytics, and activation teams on your accounts. Ensure everyone is aligned and that internal complexity never becomes the client’s problem.
• Operational Integrity — Maintain Basecamp project management, Salesforce forecasts, competitive reporting, and all client-facing materials with accuracy and timeliness.
• Optimization Execution — Coordinate campaign optimizations, makegoods, script variation requests, and promo code management in close collaboration with media, creative, and growth teams.
• Creative & Compliance Coordination — Manage script variation requests, approve voiced radio airchecks, share top reads and bonus reporting, and coordinate all client approvals on creative deliverables.
• Financial Administration — Request and approve post invoices, maintain monthly Salesforce forecasts, and coordinate CIA invoice reconciliation with the Accounting team.

MEASUREMENTS OF SUCCESS

• Campaign Performance — You share accountability with the Growth team for making the media work. Eyes on the prize.
• Client Satisfaction Scores — weekly informed, minimum quarterly and annual formal measurement
• Client Retention — 95%+ retention across your book of business. Health and stability of assigned accounts.
• Growth Contribution — Actively surfacing expansion opportunities and feeding qualified signals into the Growth team pipeline.
• Timely & Accurate Delivery — Weekly reporting, QBRs, and client-facing materials delivered on time and without errors.
• Internal Team Confidence — Cross-functional teams view you as the reliable operational lead for your accounts. Are you making it easier or harder for media, creative, and analytics to do their best work?
• Quality of Thinking — Are you bringing points of view or status updates? Are your recommendations backed by data and delivered with conviction? The standard isn't just whether you flagged the opportunity — it's whether you showed up with a clear perspective on what to do about it.
• Salesforce Hygiene — Accurate forecasts and up-to-date opportunity management across primary opportunities.

WHAT THIS ROLE IS NOT

• This is not a passive account management role. Showing up to calls and sending recaps is table stakes, not the job.
• This is not a pure execution role — you are expected to bring a point of view, flag risks, and push back when something isn’t right for the client.
• This role does not own growth strategy or incremental expansion proposals — but you are the eyes and ears on the ground. You are expected to actively look for growth opportunities and bring them forward. When you see a client ready to expand, you don’t wait — you flag it immediately and partner with Growth to make it happen.
• This is not a consultative, arm’s-length role. You are deeply embedded in your accounts and operationally accountable for their success.

PRIORITIES

New Client Launch:

• Schedule and lead the internal kickoff call and pre-presentation regroup
• Set up client in Salesforce: Primary Opportunities, Mention Templates, Competitor tracking
• Create internal Slack channel and client folder in DR Specialists
• Notify Analytics of initial spend and measurement data sources; support pixel attribution methodology definition
• Request Tableau dashboard creation and client access
• Set up account with Finance via email
• Present media plan to client; lead the internal alignment meeting once plans are approved

Weekly Ongoing:

• Lead internal weekly calls — prepare and distribute agendas in advance; empower team members to come prepared with their subject-matter analysis
• Lead external client calls — distribute agendas and results prior to the meeting; send recaps with action items post-meeting
• Own weekly performance review process — synthesize insights and recommendations in partnership with the Growth Strategist
• Coordinate with media teams on optimizations, makegoods, and revisions; follow up to confirm completion
• Submit RFPs and “Please Book” approvals on confirmed media plans via Google Forms & Basecamp
• QC dashboards before client review — own the full QC process from identification through resolution
• Manage script variation requests and coordinate client creative approvals

As Needed:

• Request and communicate promo codes and URLs to clients; verify they are live
• Share radio post logs, top reads, and bonus reporting with clients
• Coordinate host order information and manage vendor/creator onboarding calls
• Review and approve voiced radio airchecks; retrieve from networks as needed
• Notify Analytics of any pixel measurement changes
• Conduct host read calls as needed

Monthly / Quarterly:

• Maintain monthly Salesforce forecasts by client
• Request CIA invoices (if required) and approve post invoices
• Create and present Quarterly Business Reviews (QBRs)
• Update and maintain competitive reporting

WHAT YOU’LL NEED

• Exceptional Communication Skills — You can present results clearly to a CMO and translate complexity into confidence for a client.
• Operational Discipline — Strong attention to detail and time management across multiple clients and projects simultaneously.
• Relationship-First Mindset — You invest in the people behind the accounts, not just the metrics.
• Only Oxford Mentality — A genuine drive to find the first, best, and most differentiated solution every time. You don't default to what's been done before. You push for creative integrations, present the option no one else would, and hold yourself to a standard of excellence that makes clients feel like they couldn't get this anywhere else.
• Proficiency in Relevant Tools — Salesforce, Basecamp, Google Workspace, Microsoft Office; comfort with performance dashboards (Qlik, Tableau, or similar) is a plus.

WEEKLY OUTLOOK

• Lead and attend all client calls for your assigned accounts — ~5 hours/week
• Internal team syncs and cross-functional coordination — ~4-6 hours/week
• Campaign monitoring, reporting prep, and performance analysis
• Recap and follow-up communication after every client interaction
• Strategic account reviews — scanning your book for growth signals, relationship risks, and expansion opportunities
• Collaboration with the Growth team to share account intelligence, flag expansion signals, and align on client strategy

Do whatever it takes to make our clients successful.