Responsibilities

• Serve as the primary point of contact and accountable delivery owner for your clients.
• Build trusted relationships with client sponsors, program owners, and cross-functional stakeholders.
• Run weekly working sessions, phase-gate reviews, and monthly business reviews that connect program activity to business outcomes.
• Communicate clearly when decisions, risks, or client action are required.
• Own client health, retention, renewal readiness, and appropriate expansion opportunities without sacrificing delivery quality.
• Lead readiness diagnostics, discovery interviews, and kickoff workshops.
• Align marketing, customer success, sales, legal, and executive stakeholders around a shared program strategy.
• Translate discovery into an approved mission, ideal advocate profile, candidate pipeline, rate card, content guardrails, measurement plan, governance model, and escalation process.
• Configure each client’s Kindling workspace, workflows, reporting structure, and delivery plan.
• Manage engagements through foundation, recruitment, live operations, optimization, knowledge transfer, and handoff.

Requirements

• Five or more years of experience in B2B client services, account management, customer success, consulting, customer marketing, social media, creator programs, or a closely related field.
• Direct ownership of multiple complex client accounts or programs, including executive communication, delivery planning, risk management, and retention.
• Strong fluency in B2B social platforms, particularly LinkedIn.
• Excellent judgment about what makes practitioner content credible rather than manufactured.
• Evidence that you can lead workshops, develop strategy, manage detailed operations, analyze performance, and produce client-ready reporting.
• Exceptional spoken and written English.
• The composure to navigate candid client conversations and sensitive customer relationships.
• Comfort working in a small, distributed company where initiative, resourcefulness, and continuous improvement are expected.
• Reliable availability for at least five hours of overlap with the U.S. Mountain Time business day and for scheduled meetings across U.S. time zones.

Preferred

• Senior account management or client services at a B2B social media, content, communications, demand-generation, or digital agency.
• Customer advocacy, customer marketing, community, or creator/influencer program ownership, with a commitment to voluntary participation and authentic customer voice.
• Strategic customer success, implementation consulting, or managed-services delivery involving complex onboarding, executive stakeholders, retention, program optimization, or cross-cultural clients.