Client Success Manager

Core Responsibilities Client Relationship Management • 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 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