Client Success Manager, Media

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The Client Success Manager (CSM) serves as the primary day-to-day contact and relationship owner for clients, leading cross-functional campaign delivery across multiple media channels. Acting as a trusted strategic partner, the CSM connects campaign execution to client business objectives, ensures clear communication and accountability, and helps identify opportunities to strengthen and grow the client relationship. The main objective of this role is to drive client success and account growth through proactive communication, critical thinking, internal leadership, and seamless cross-functional collaboration. The ideal candidate is both detail-oriented and big-picture minded, able to translate client objectives into outcome-focused media strategies, navigate ambiguity, and foster long-term client trust and satisfaction. Primary Accountabilities: Client Leadership and Relationship Management (70%): Serve as the primary client contact, maintaining consistent communication, ensuring clarity of deliverables, and proactively managing expectations. Partner closely with clients to understand their business objectives and translate them into outcome-focused media strategies aligned to goals such as incremental sales, return on ad spend, foot traffic, awareness, consideration, and other agreed measures of success. Demonstrate strong critical thinking by identifying challenges, proposing solutions, and connecting campaign activity to the client's broader business objectives. Lead client status meetings, campaign reviews, and performance discussions, coordinating the participation of Analytics, Ad Operations, and other subject matter experts as appropriate. Develop and present client-facing materials including campaign recaps, performance reports, and strategic recommendations; partner with Analytics subject matter experts on measurement interpretation and client-facing measurement presentations. Lead cross-functional alignment across Ad Operations, Creative, Creator Solutions, Analytics, Sales, and other partners to ensure high-quality execution, clear ownership, and continuous improvement. Act as a client advocate internally, ensuring the team delivers high-quality work that meets or exceeds client expectations. Identify opportunities for account expansion, additional solutions, and future investment by uncovering evolving client needs and business objectives. Partner with Sales on renewals, upsell opportunities, and account growth strategies while maintaining continuity across the client relationship. Build trusted advisor relationships with client stakeholders and contribute to long-term retention and growth through consultative guidance. Campaign Strategy and Operational Excellence (30%): Oversee campaign planning and activation to ensure timelines, deliverables, and performance expectations are achieved; partner with Ad Operations as the owner of tactical optimization and communicate recommendations and tradeoffs to clients. Maintain a working understanding of campaign performance and measurement so that recommendations from Analytics and Ad Operations can be translated into clear, client-relevant implications and next steps. Manage internal project workflows via Monday.com, Salesforce, and other systems to maintain visibility into campaign progress. Conduct quality checks on deliverables, ensuring accuracy, consistency, and adherence to client and brand standards. Anticipate potential issues or delays, problem-solve proactively, and lead internal and external communication through resolution while maintaining client confidence. Support the integration of influencer, retail media, and paid social components within broader omnichannel strategies and execution. Maintain a strong understanding of evolving media trends, ensuring strategies remain current and competitive. Lead internal kickoff meetings and cross-functional working sessions, drive accountability to commitments, facilitate difficult conversations, and build alignment witho

客户成功经理（CSM）作为客户日常对接的主要联系人和关系负责人，领导跨职能团队在多个媒体渠道上完成广告活动交付。作为值得信赖的战略合作伙伴，CSM将广告活动执行与客户业务目标相连接，确保清晰沟通和责任落实，并帮助识别加强和拓展客户关系的机会。该角色的主要目标是通过主动沟通、批判性思维、内部领导力和无缝跨职能协作来推动客户成功和账户增长。理想的候选人既注重细节又具备全局视野，能够将客户目标转化为以成果为导向的媒体策略，在不确定性中灵活应对，并培养长期的客户信任和满意度。主要职责：客户领导与关系管理（70%）：作为客户的主要联系人，保持持续沟通，确保交付物清晰明确，并主动管理客户期望。与客户紧密合作，深入了解其业务目标，并将其转化为以成果为导向的媒体策略，与增量销售、广告支出回报率、到店客流、品牌认知、购买考虑及其他约定的成功衡量指标等目标保持一致。展现强大的批判性思维，识别挑战、提出解决方案，并将广告活动与客户更广泛的业务目标相连接。主导客户状态会议、广告活动回顾和效果讨论，协调Analytics、Ad Operations及其他主题专家的参与。开发并呈现面向客户的材料，包括广告活动总结、效果报告和战略建议；与Analytics主题专家合作进行测量解读和面向客户的测量演示。领导Ad Operations、Creative、Creator Solutions、Analytics、Sales及其他合作伙伴之间的跨职能协调，确保高质量执行、明确责任归属和持续改进。在内部充当客户倡导者，确保团队交付高质量的工作，达到或超越客户期望。通过发掘客户不断变化的需求和业务目标，识别账户扩展、附加解决方案和未来投资的机会。与Sales合作制定续约、追加销售机会和账户增长策略，同时保持客户关系的连续性。与客户利益相关者建立值得信赖的顾问关系，通过咨询式指导为长期留存和增长做出贡献。广告活动策略与运营卓越（30%）：监督广告活动规划和激活，确保时间线、交付物和效果预期得以实现；与Ad Operations合作，作为战术优化的负责人，并向客户传达建议和权衡取舍。保持对广告活动效果和测量的工作理解，以便将Analytics和Ad Operations的建议转化为清晰的、与客户相关的影响和后续步骤。通过Monday.com、Salesforce及其他系统管理内部项目工作流，保持对广告活动进展的可见性。对交付物进行质量检查，确保准确性、一致性以及对客户和品牌标准的遵守。预判潜在问题或延迟，主动解决问题，领导内部和外部沟通直至解决，同时保持客户信心。支持将influencer、零售媒体和付费社交组件整合到更广泛的全渠道策略和执行中。保持对不断变化的媒体趋势的深入理解，确保策略保持时效性和竞争力。主导内部启动会议和跨职能工作会议，推动对承诺的责任落实，促进困难对话，并在内部建立共识

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