Senior Client Success Manager

The Senior Client Success Manager at Outerbox plays a crucial role in ensuring the success of our clients' initiatives by serving as their advocate and primary point of contact for a portfolio of clients. The Client Success Manager is responsible for managing and nurturing client relationships by providing strategic guidance and ensuring the successful execution of projects. This role involves acting as the primary point of contact for clients, delivering tailored solutions that align with their business goals, and identifying opportunities for growth through upselling and cross-selling. The Client Success Manager collaborates with internal teams to ensure seamless project delivery, leverages data analysis to drive performance improvements, and consistently seeks to enhance service quality and client satisfaction.

This role requires a solid understanding of paid digital media, strong analytical skills, and building and maintaining long-term client relationships.

Job Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Client Relationship Management: Build and maintain strong, trust-based relationships with clients and key stakeholders. Serve as the primary point of contact, ensuring consistent satisfaction, long-term retention, and strategic alignment throughout the partnership.
• Strategic Planning: Develop a deep understanding of each client's business goals, target audience, and competitive landscape. Translate that knowledge into tailored strategies that leverage OuterBox's full capabilities to drive meaningful results.
• Performance Reviews: Conduct regular performance reviews with clients and internal teams, delivering clear, data-driven insights and actionable recommendations that keep campaigns moving in the right direction.
• Internal Coordination: Serve as the connective tissue between clients and internal teams — collaborating across disciplines to develop and deliver comprehensive, full-funnel media strategies that meet client objectives.
• Campaign Monitoring: Continuously monitor and analyze campaign performance across channels. Proactively identify trends, flag concerns, and provide timely optimization recommendations to maximize impact.
• Client Onboarding: Lead the onboarding experience for new clients, ensuring a seamless transition, clear expectations, and a strong foundation for a successful long-term partnership.
• Issue Resolution: Act as a trusted resource for clients when challenges arise. Address inquiries and resolve issues promptly, professionally, and with a solutions-first mindset.
• Sales Collaboration: Partner with sales and account teams to identify organic growth opportunities within existing accounts, including upsell and cross-sell strategies that add genuine value for clients.
• Documentation & Insights Management: Maintain accurate, detailed records of client interactions, campaign performance, and key decisions in CRM systems — ensuring visibility, accountability, and continuity across the team.
• Additional Duties: Perform additional duties as assigned.

Requirements

• Bachelor's degree in Marketing, Advertising, Business, or a related field.
• 3+ years of experience in client strategy management or account management
• 3+ years in a Performance Media Agency
• Proven track record of managing and optimizing digital media campaigns.
• Strong analytical skills and the ability to interpret data to drive decisions.
• Excellent communication and presentation skills.
• Proficiency in digital marketing tools and platforms, including CRM systems.
• Ability to manage multiple clients and projects simultaneously.
• Detail-oriented with strong organizational and time-management skills.

Benefits

Why You’ll Love Working at OuterBox:

• High-character, fun, and cohesive work culture
• Competitive base salary
• PTO that is genuinely encouraged
• Affordable, low-deductible health insurance plans
• Supplemental benefits, including employer-paid life insurance, short & long term disability insurance
• 401k with company match
• Remote work flexibility
• Supportive, transparent, and accessible leadership that welcomes ideas, insights & feedback
• Professional/individual development stipend
• Summer Fridays
• Salary Description: $85,000 to $105,000

If you’re ready to join a cohesive team that will support and encourage you to take your career to the next level, we encourage you to apply!

Cohesive Culture + Good Humor + Combined Skills = Awesome Results

At OuterBox, what we won’t stop doing is winning as a team for our clients, while at the same time winning for each other as both professionals and individuals. We know our wins start with our incredible people, which is why for over 20 years we’ve created — and continuously refined — a team-centric work culture rooted in trust, respect, accountability, appreciation, fun, and collaboration. The Plain Dealer & Cleveland.com demonstrate this by having awarded OuterBox as a Top Workplace for three years running in 2022–2024!

At OuterBox, we’re here to thrive together — not simply survive. So if you’ve been searching for an agency that energizes, inspires, and directly helps you achieve the best for you, the person, and you, the professional, maybe it’s time to think outside the traditional agency box?

Physical Demands

• Primarily involves sitting at a desk and using a computer for extended periods of time.
• Light physical activity is also required, such as carrying equipment or setting up for presentations.
• Requires a high level of mental focus and the ability to work under pressure.
• Good manual dexterity, hand-eye coordination, and the ability to use a computer for extended periods are required.

Work Authorization/Requirements

Must be located in the USA.

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Affirmative Action/EEO Statement

Our company is an equal-opportunity employer committed to providing a work environment free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected status.

OuterBox may use AI-assisted tools to support the hiring process. Human review is involved in all employment decisions.