[Hiring] Client Success Manager @Fountain Forward

Role Description

This is a remote position. Before applying, please note: This position is open to candidates who are currently based in the United States. Applications from candidates outside the U.S. will not be considered.

Fountain Forward Client Success Managers serve as a communication and problem-solving liaison between the client and the entire Fountain Forward team. You serve as a representative of Fountain Forward values, culture, and expert on marketing services to the client. You are the primary point of contact handling all the daily client interactions, managing the projects, maintaining client retention, reviewing and assessing client’s progress, offering recommendations based on results, and fixing any issues that arise. You are committed to providing the best quality of service to your clients.

At Fountain Forward, we are less digital marketing vendor and more trusted marketing and business growth partner for our clients. We are looking for someone skilled at maintaining that partnership through distinct listening and qualification practices to determine what course of action is in the client’s best interest, and we’re looking for someone who is willing to say “no” to clients and guide them to the best course of action.

What You’ll Do:

• Manage between 20-25 clients, serving as the primary point of contact for your book of business facilitating all communication between the client and the Fountain Forward team.
• Meet with clients no less than monthly to discuss their advertising and marketing needs, as well as maintaining and building client relationships based on expectation setting and high quality guidance.
• Manage the entire client life cycle, including kick off calls, launch calls, check ins, and offboarding.
• Oversee day to day implementation of client’s overall marketing strategy, as well as collecting regular feedback and passing it along to the internal team to drive consistent improvement.
• Keep in contact with the client during all marketing phases; with an awareness of their needs and how our team is under or over delivering in all areas of service.
• Work with the client and Fountain Forward’s internal team to continuously create and innovate the client’s overall marketing strategy.
• Maintain continuous contact with clients; including weekly updates on projects and at least one monthly meeting to report on key performance indicators and ongoing projects.
• Resolve any problems between client expectations and promised deliverables.
• Respond to complaints and resolve issues with the goal of customer contentment and the preservation of the company’s reputation.
• Work with the Fountain Forward’s internal team to create campaigns as needed that meet the client's brief and budget. Brief the creative team who will produce various marketing needs, and set clear expectations to ensure deadlines are met.

Qualifications

• 3+ years of experience in marketing/digital advertising and client management, with strong project management skills and a quality-control mindset.
• Automotive industry experience preferred, especially in dealership operations or roles such as Internet Administrator, CRM Administrator, Internet Sales Manager, BDC Manager, or BDC Director.
• Hands-on exposure to marketing, web administration, CRM administration, lead management, inventory management, or related dealership systems.
• Exceptional communication and organizational skills, with the ability to use data to explain performance, results, and recommendations.

Requirements

• Deeper automotive operations experience; comfort guiding strategy and saying “no” when needed to protect outcomes.
• Proactive, coachable, collaborative, and remote-work ready (self-starter).
• Familiarity with FF stack (Google Workspace, Salesforce, ClickUp, Slack, Keeper, GA4 Premium, RingCentral, PureCars, BuyersBridge, Meta BM, Google Ads).

Benefits

• Remote-First Culture: Work from home—or anywhere in the world. We value results, not where you log in from.
• Flexible Schedule: We offer flexibility in your daily schedule (within reason) to help you do your best work while maintaining a healthy work-life balance.
• Unlimited Paid Time Off: Enjoy an unlimited vacation policy with just two weeks’ notice and manager approval. We also offer paid sick days because your well-being matters.
• Parental Leave: We understand the importance of supporting our team members during significant life events. Our maternity and paternity leave policy ensures you can prioritize your growing family without added stress.
• Comprehensive Health Coverage: We provide health insurance benefits to support your physical and mental well-being.
• 401(k) Retirement Plan: Plan for your future with our 401(k) program featuring an employer match, helping you invest in long-term financial stability—eligible after 6 months of employment.
• Room to Grow: We’re a fast-growing company with massive opportunities for upward mobility. As we grow, you grow with us.
• Professional Development: Get access to training in digital marketing, advertising, and leadership to sharpen your skills and advance your career.
• Meaningful Impact: Apply your expertise to help dealerships and small businesses across the country thrive—and see the direct, real-world results of your work.
• Purpose-Driven Coaching: Receive ongoing coaching and feedback, and take pride in knowing your contributions are improving lives every single day.
• Quarterly Performance Bonuses: Earn bonuses based on your performance and contributions to the company’s success.
• Paid Referral Program: Earn rewards for referring great talent to join our team or new clients to work with us!