Job Description

A Client Success Executive is a frontline role that plays a key part in nurturing existing client relationships, managing a portfolio of Mid-Market and SMB clients, and supporting larger strategic initiatives alongside our Client Success Managers and Senior Client Success Managers.

As a Client Success Executive, you will develop into a trusted client consultant, responsible for ensuring campaigns run smoothly, identifying opportunities for growth, and contributing to overall client satisfaction and revenue generation.

Key Responsibilities

• Manage and optimise campaigns for Mid-Market and SMB clients (primarily Brazilian Portuguese-speaking clients and some LATAM Spanish), ensuring day-to-day client needs are met.
• Act as the first point of contact for client requests, providing timely and effective responses.
• Highlight and escalate paused or underperforming clients to the relevant CSM/SCSM, ensuring feedback loops are completed.
• Assist with the creation of tags, overlays, and other technical campaign elements per client and team requirements.

Reporting & Analysis

• Support the preparation and delivery of weekly/monthly performance reports, QBR presentations, and sector benchmarking insights.
• Identify trends, recommend improvements, and contribute to revenue projections.

Collaboration & Teamwork

• Work closely with CSMs, SCSMs, and the sales team to support client onboarding, campaign optimisation, and growth opportunities.
• Collaborate with colleagues to share knowledge, provide assistance, and ensure high-quality delivery across portfolios.

Accountabilities

• Conduct daily checks and maintain accurate reports across your client portfolio.
• Escalate client feedback (both positive and negative) promptly to relevant CSMs.
• Contribute to achieving a Customer Satisfaction (CSAT) score of 70%+ across the team.
• Actively participate in team initiatives to improve processes and enhance client outcomes.

Additional Information

Job Sector: Digital Marketing | Job Location: Remote – Travel to London twice a month | Job Category: Client Success | Job Type: Permanent | Salary: £25K