Customer Success Manager — Marketing Agency Who we are We’re a customer-centric, data-driven marketing agency built to bring unparalleled industry experience to traditionally slow-moving—yet ripe for change—industries. We love helping our clients grow fast and turning them into market leaders. Our approach is different than a typical marketing firm: we take the time to truly understand each client’s situation. We listen to their needs, concerns, and goals—then execute with prompt, reliable, and thorough service. Our clients value us for being prompt, reliable, and thorough—and we take that seriously. The role We’re hiring a Customer Success Manager (CSM) to own client relationships post-sale and drive retention, expansion, and measurable outcomes across an omni channel media stack. You’ll be the strategic point person for a portfolio of accounts—ensuring clients are onboarded effectively, campaigns stay aligned to business goals, performance is clearly communicated, and value is consistently proven. This role is ideal for someone who can blend relationship management with performance discipline: structured communication, tight follow-through, and a strong grasp of what drives growth. What you’ll do Own client success outcomes across a portfolio of accounts (retention, satisfaction, growth, renewals) Lead onboarding and success planning: goals, KPIs, timelines, measurement, and expectations Run recurring business reviews (weekly/bi-weekly/monthly) with clear insights, action items, and next-step strategy Translate client needs into clear briefs, prioritize requests, and ensure on-time delivery Identify and drive opportunities for expansion (new locations, increased spend, additional services, new offers) Proactively manage risks: performance dips, timeline issues, attribution gaps, operational blockers Maintain operational rigor: documentation, notes, deliverable tracking, approvals, and renewal readiness Champion the “voice of the customer” internally to improve processes, reporting, and outcomes What we’re looking for 5+ years of experience in Customer Success, Account Management, Client Services, or similar (agency experience preferred) Automotive industry experience highly desired (auto repair, tire, dealer, aftermarket, multi-location operators, etc.) Strong understanding of performance marketing fundamentals; experience supporting Google/Meta and/or direct mail campaigns is a plus Proven ability to manage multiple accounts, deadlines, and stakeholders without things slipping Clear, structured communicator—confident in leading calls, presenting insights, and handling tough conversations Highly organized and process-driven (you keep the train on the tracks) Comfortable with data: you can interpret performance, spot issues, and turn insights into actions Ownership mindset: proactive, solutions-oriented, and accountable for outcomes Our work environment We aspire to provide the best possible working environment, including a commitment to personal and professional growth. You can expect to work with a helpful team in a friendly and trusting environment. We represent multiple cultures, religions, and countries from around the world and stand ready to welcome and support new team members into our growing family. Our environment includes: Highly collaborative and caring team Technology-first infrastructure Flexible working hours Work-from-home options Casual work attire Modern office setting Job type Full-time Washington DC area candidates preferred Benefits Competitive compensation (based on experience) Growth path with real development support Flexible schedule + work-from-home options Collaborative, modern, tech-forward environment