Client Success Manager - Digital Marketing (remote, contract)

CLIENT SUCCESS MANAGER - DIGITAL MARKETING (Remote, Contract)

Mediaforce Digital Marketing | Remote (North America) | Contract with Growth Potential

ABOUT MEDIAFORCE

Mediaforce Digital Marketing is an award-winning agency serving clients across North America since 1996. We help organizations scale through data-driven marketing, AI-powered automation, and performance-focused strategies. Our team operates in Toronto, Ottawa, Vancouver, and New York, delivering measurable outcomes in SEO, Google Ads, social media, CRO, web design, and AI solutions.

THE ROLE

We're hiring a Client Success Manager who will take ownership of client relationships, drive measurable marketing outcomes, retain and grow accounts, and ensure a world-class client experience. This is a strategic role for someone who can be a trusted advisor, not just a coordinator.

Your Mission:

Own the success, satisfaction, and growth of your assigned client portfolio. You'll guide marketing direction, lead client communication, and ensure campaigns are executed on time and on target by collaborating with our internal SEO, PPC, Social, Web, and AI teams.

You'll serve as the bridge between our marketing execution teams and our clients—acting as the primary point of contact, ensuring clarity on deliverables, monitoring performance, and proactively identifying opportunities for improvement and growth.

KEY RESPONSIBILITIES

Client Relationship Management:

• Act as the primary point of contact and trusted advisor for assigned clients
• Lead structured client meetings, delivering reporting, insights, and proactive recommendations
• Conduct regular check-ins (weekly/bi-weekly) to review progress, address concerns, and reinforce value
• Understand client business goals and translate them into clear, actionable marketing roadmaps

Performance Monitoring & Communication:

• Monitor KPI performance across SEO, PPC, CRM, social media, and web conversions
• Present results with clarity, converting technical data into actionable insights
• Anticipate challenges, resolve issues proactively, and ensure strong relationship health
• Ensure clients fully understand the work being done and feel confident in our delivery

Account Growth & Retention:

• Monitor client health scores and address retention risks proactively
• Identify opportunities to grow accounts (upsell/cross-sell) with integrity and strategy
• Lead contract renewals and negotiate terms when appropriate
• Maintain CRM accuracy and consistent communication cadence (GoHighLevel)

Collaboration & Execution:

• Collaborate with internal/outsourced teams to ensure on-time, high-quality campaign execution
• Develop quarterly strategies for each client in partnership with marketing teams
• Contribute to customer success playbooks and process improvements

SUCCESS METRICS

How You'll Be Measured:

• Client retention & satisfaction scores (targeting 90%+ retention)
• Campaign KPI improvement and on-time deliverables
• Meeting quality and communication cadence
• Portfolio growth through strategic upsells
• Strong Net Promoter Scores from client surveys

QUALIFICATIONS

Required Experience:

• 3–5+ years in client success, account management, or digital marketing project management
• Solid understanding of SEO, Google Ads, social ads, CRM, and high-converting web/landing page fundamentals
• Proven track record of managing and retaining high-value client relationships

Essential Skills:

• Exceptional communicator—clear, confident, and client-friendly on Google Meet, phone, and email
• Strong organizational skills with ability to manage multiple accounts and deadlines
• Experience with CRMs and project management tools (GoHighLevel, HubSpot, Salesforce, etc.)
• Strategic thinker who can translate marketing data into business outcomes

Bonus Points:

• Background in agency, CRO, AI marketing tools, or SaaS environments
• Experience with marketing analytics platforms and reporting
• Self-motivated with ability to work independently in a remote environment

WHAT WE OFFER

• Fully remote, flexible work with an experienced, supportive digital team
• Results-focused culture—no unnecessary bureaucracy
• Diverse client portfolio across industries in North America
• Professional development and room to advance into leadership roles
• Contract engagement with potential to expand into a long-term role
• Collaborative team environment that values innovation and genuine client partnerships

LOCATION & TRAVEL

• Location: Remote (must be based in North America - Canada or United States)
• Travel: Approximately 20-30% for quarterly business reviews, client kickoffs, and strategic planning sessions
• Requirements: Reliable home office setup with stable internet connection

HOW TO APPLY

Interested candidates should submit:

1. Resume/CV highlighting relevant customer success experience
2. Cover Letter or Video explaining your approach to client success and relationship management
3. Results Examples (optional but encouraged) showcasing client retention or growth achievements

Mediaforce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ready to make an impact?

We're excited to hear from qualified candidates who share our passion for client success.

mediaforce.ca