[Hiring] Client Success Manager @AOA

Role Description

AOA is looking for a warm, self-driven Client Success Manager to own and elevate the client experience across our digital design and development engagements. You’ll be the trusted advisor who builds genuine relationships, keeps projects moving smoothly, and makes sure every client feels the real value of working with us - all while helping us scale a high-touch, AI-powered client success function.

This role is perfect if you love being the steady, organized heartbeat of client relationships through proactive communication, clear next steps, and turning delivered work into outcomes clients can see and feel. You’ll spend the majority of your time on high-touch human connection through thoughtful video calls and proactive communication while leveraging our custom AI systems to eliminate tedious reporting and project admin.

Responsibilities

• Key Outcome: To drive a high-performing client success function that consistently retains clients by maintaining excellent client health and clearly demonstrating AOA’s value.
• Own post-sale client relationships as the primary point of contact.
• Lead onboarding and kickoff (stakeholders, success criteria, cadence, expectations).
• Run weekly client cadence with clear agendas, decisions, and next steps.
• Advocate for clients internally and keep internal teams aligned on priorities, scope, and timelines through delivery oversight.
• Leverage our custom AI systems and vibe your own to streamline reporting and admin work so you can focus on high-touch relationships.
• Maintain a “no surprises” experience through proactive and personal communication that keeps clients feeling truly cared for.
• Build stakeholder coverage and manage stakeholder transitions quickly.
• Track client health; spot risk early and drive mitigation plans.
• Produce lightweight value reporting (progress, shipped work, impact/KPIs where available).
• Support contract renewals and transitions (readiness, timeline, alignment).
• Capture feedback and improve playbooks for onboarding, reporting, cadence, and escalation.
• Provide leadership concise account updates: health, risks, renewals outlook, and where AOA should reinforce value.

Qualifications

• 4+ years of experience in Client Success, Account Management, or Project Management preferably in a digital web design or development agency environment.
• Proven ability to manage high-touch client relationships with senior stakeholders (CMO/CEO/Digital Director level).
• Strong communication skills - able to run client meetings, write clear updates, and manage expectations with confidence.
• Highly organized with strong follow-through; comfortable coordinating timelines, approvals, and priorities across multiple projects.
• Strong AI/tooling fluency - you’re comfortable using AI to make your work faster and higher quality, not replace the human connection.
• Experience working with digital products (websites, apps, eCommerce, or SaaS) and cross-functional teams (design, development, strategy).
• Comfortable using tools like ClickUp (or similar) to manage workflows, updates, and reporting.
• Ability to tell a compelling value story - turning work delivered into outcomes clients can see and feel.