Client Success Manager

Company Description

Founded in 2017, Brand North is a digital marketing agency that helps high-growth, service-based businesses build visibility, authority, and ROI through a full spectrum of marketing solutions.

Originally recognized for best-in-class SEO, we now offer comprehensive digital services including:

• Website design and development
• Paid advertising (PPC and Google Ads)
• Content creation and backlinks
• Social media management and optimization

Our technology-driven approach is what sets us apart. Using proprietary tools that integrate call tracking, dynamic number swapping, and CRM attribution, we provide clients with real-time visibility into their marketing performance.

Brand North has developed deep expertise in behavioral healthcare, serving addiction treatment and mental health providers across the country with HIPAA-compliant marketing systems. We also partner with clients in construction, home services, beauty, and other local industries.

We maintain and manage over 150 active websites, partner with leading industry directories, and continually optimize our clients’ digital presence using AI-powered site performance monitoring and agile SEO improvements.

Our mission is simple: deliver measurable growth, transparency, and client-first communication that builds long-term success.

Role Description

The Client Success Manager plays a central role in Brand North’s expansion, overseeing a portfolio of high-value clients, ensuring service excellence, and driving measurable outcomes.

You’ll serve as the strategic liaison between clients and internal teams (SEO, PPC, Development, and Content), maintaining alignment across deliverables and timelines. Beyond communication, you’ll actively monitor performance metrics, identify optimization opportunities, and help clients achieve their growth objectives.

This is a full-time, remote position with high visibility across the organization. You’ll collaborate closely with leadership and fulfillment teams to scale processes as Brand North doubles its client base in 2026.

Key Responsibilities

• Relationship Management: Act as the main point of contact for 15–20 assigned clients, fostering trust through proactive, transparent communication.

• Project Coordination: Translate client goals into actionable deliverables for internal teams using tools like Notion and Slack.

• Meeting Leadership: Run weekly, bi-weekly, or monthly client meetings, track action items, create pre-meeting agendas and deliver polished follow-up summaries.

• Performance Oversight: Analyze campaign data, SEO reports, and conversion metrics to highlight progress and identify areas for improvement.

• Client Retention: Ensure client satisfaction, reduce churn, and identify opportunities for upsells or service expansion.

• Collaboration: Work cross-functionally with fulfillment, SEO, design, and PPC teams to ensure deliverables meet quality and timeline expectations.

• Reporting: Provide weekly performance updates and quarterly reviews with insights, wins, and recommendations.

Qualifications

• 2+ years of experience in Client Success, Account Management, or Customer Success within a behavioral healthcare, digital marketing, or SaaS environment.

• Proven track record in relationship building, customer retention, and proactive communication.

• Strong analytical skills and ability to interpret campaign data or CRM metrics.

• Excellent verbal and written communication; confident leading client meetings and presentations.

• Highly organized and detail-oriented, able to manage multiple clients and priorities at once.

• Proficiency with CRM or project management tools (e.g., Notion, Asana, HubSpot, or similar).

• Bachelor’s degree in Business, Marketing, Communications, Sales, or related field preferred.