[Hiring] Client Success Manager @Oxford Road

Role Description

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 proactive communication.

• Best Client Success Leads feel like a member of the client's internal team.
• Actively grow the book of business by deepening relationships and surfacing opportunities.
• Own both retention and growth.

The Mindset

• Make clients feel like they couldn’t succeed without us.
• Be the connective tissue between every internal team and the client.
• Catch problems before they become crises.
• Deliver insights that make clients look smart to their leadership.
• Bring data-backed points of view, not just status updates.
• Surface growth signals and partner with the Growth team.
• Provide recommendations, not just options.

Radical Ownership Of

• Campaign Execution & Pacing: Own the day-to-day health of every campaign.
• Performance Insights: Dig into data to understand results and identify opportunities.
• Client Relationships & Day-to-Day Communication: Serve as the primary point of contact for assigned clients.
• Campaign Launch Coordination: Orchestrate new client onboarding touchpoints.
• Weekly Performance Reporting: Pull, analyze, and deliver weekly reports.
• Mistake Ownership: Own errors and bring resolutions.
• Quarterly Business Reviews: Own the QBR process end to end.
• Growth Signal Identification: Look for expansion opportunities and bring them to the Growth team.
• Client Communication: Respond to emails within 2 hours and initiate proactive outreach.
• Retention: Own the client relationship to minimize churn.

Measurements of Success

• Campaign Performance: Share accountability with the Growth team.
• Client Satisfaction Scores: Weekly informed, minimum quarterly and annual formal measurement.
• Client Retention: 95%+ retention across your book of business.
• Growth Contribution: Actively surface expansion opportunities.
• Timely & Accurate Delivery: Weekly reporting and client-facing materials delivered on time.
• Internal Team Confidence: Viewed as the reliable operational lead for your accounts.
• Quality of Thinking: Bring points of view backed by data.
• Salesforce Hygiene: Accurate forecasts and up-to-date opportunity management.

What This Role Is Not

• This is not a passive account management role.
• This is not a pure execution role.
• This role does not own growth strategy or incremental expansion proposals.
• This is not a consultative, arm’s-length role.

Priorities

• New Client Launch: Schedule and lead the internal kickoff call.
• Weekly Ongoing: Lead internal and external client calls.
• As Needed: Request and communicate promo codes and URLs.
• Monthly / Quarterly: Maintain monthly Salesforce forecasts by client.

What You’ll Need

• Exceptional Communication Skills.
• Operational Discipline.
• Relationship-First Mindset.
• Only Oxford Mentality.
• Proficiency in Relevant Tools: Salesforce, Basecamp, Google Workspace, Microsoft Office.

Weekly Outlook

• Lead and attend all client calls for your assigned accounts.
• Internal team syncs and cross-functional coordination.
• Campaign monitoring, reporting prep, and performance analysis.
• Strategic account reviews for growth signals and expansion opportunities.