Client Success Manager, Media

Client Success Manager (CSM)

The Client Success Manager (CSM) serves as the primary day-to-day contact and relationship owner for clients, leading cross-functional campaign delivery across multiple media channels. Acting as a trusted strategic partner, the CSM connects campaign execution to client business objectives, ensures clear communication and accountability, and helps identify opportunities to strengthen and grow the client relationship. The main objective of this role is to drive client success and account growth through proactive communication, critical thinking, internal leadership, and seamless cross-functional collaboration. The ideal candidate is both detail-oriented and big-picture minded, able to translate client objectives into outcome-focused media strategies, navigate ambiguity, and foster long-term client trust and satisfaction.

Primary Accountabilities:

Client Leadership and Relationship Management (70%):

• Serve as the primary client contact, maintaining consistent communication, ensuring clarity of deliverables, and proactively managing expectations.
• Partner closely with clients to understand their business objectives and translate them into outcome-focused media strategies aligned to goals such as incremental sales, return on ad spend, foot traffic, awareness, consideration, and other agreed measures of success.
• Demonstrate strong critical thinking by identifying challenges, proposing solutions, and connecting campaign activity to the client's broader business objectives.
• Lead client status meetings, campaign reviews, and performance discussions, coordinating the participation of Analytics, Ad Operations, and other subject matter experts as appropriate.
• Develop and present client-facing materials including campaign recaps, performance reports, and strategic recommendations; partner with Analytics subject matter experts on measurement interpretation and client-facing measurement presentations.
• Lead cross-functional alignment across Ad Operations, Creative, Creator Solutions, Analytics, Sales, and other partners to ensure high-quality execution, clear ownership, and continuous improvement.
• Act as a client advocate internally, ensuring the team delivers high-quality work that meets or exceeds client expectations.
• Identify opportunities for account expansion, additional solutions, and future investment by uncovering evolving client needs and business objectives.
• Partner with Sales on renewals, upsell opportunities, and account growth strategies while maintaining continuity across the client relationship.
• Build trusted advisor relationships with client stakeholders and contribute to long-term retention and growth through consultative guidance.

Campaign Strategy and Operational Excellence (30%):

• Oversee campaign planning and activation to ensure timelines, deliverables, and performance expectations are achieved; partner with Ad Operations as the owner of tactical optimization and communicate recommendations and tradeoffs to clients.
• Maintain a working understanding of campaign performance and measurement so that recommendations from Analytics and Ad Operations can be translated into clear, client-relevant implications and next steps.
• Manage internal project workflows via Monday.com, Salesforce, and other systems to maintain visibility into campaign progress.
• Conduct quality checks on deliverables, ensuring accuracy, consistency, and adherence to client and brand standards.
• Anticipate potential issues or delays, problem-solve proactively, and lead internal and external communication through resolution while maintaining client confidence.
• Support the integration of influencer, retail media, and paid social components within broader omnichannel strategies and execution.
• Maintain a strong understanding of evolving media trends, ensuring strategies remain current and competitive.
• Lead internal kickoff meetings and cross-functional working sessions, drive accountability to commitments, facilitate difficult conversations, and build alignment without direct authority.
• Leverage approved AI-enabled tools and automation to improve campaign planning, client communications, reporting workflows, operational efficiency, and the quality of strategic recommendations.
• Continuously identify process improvements that reduce manual effort, improve visibility, and strengthen the client experience.

Required Qualifications:

• Bachelor's Degree in advertising, marketing, communications or similar field
• 35 years of experience in media account management, client service, or marketing.
• Proven ability to manage multiple clients and campaigns simultaneously while maintaining accuracy and strategic focus.
• Deep understanding of digital media channels, including paid social, retail media, influencer, and loyalty programs.
• Skilled in problem-solving and critical thinking with a proactive, solution-oriented approach and a positive mindset.
• Strong written and verbal communication skills with demonstrated confidence in client presentations.
• Proficiency in Google Suite, Microsoft Office, Monday.com, Salesforce, and analytics tools such as Google Analytics or Tableau, experience in The Trade Desk is a plus.
• Demonstrated ability to lead cross-functional teams, influence without authority, and maintain accountability across complex client engagements.
• Commercial mindset with the ability to recognize client needs, identify growth opportunities, and partner with Sales on account expansion and retention.
• Comfort using approved AI and automation tools to improve productivity, communication, analysis, and workflow efficiency.

Preferred:

• Experience supporting U.S.-based or global clients within an agency or marketing organization.
• Familiarity with end-to-end campaign workflows across media and influencer programs.
• Foundational understanding of campaign analytics, measurement, and optimization strategies, with the ability to collaborate effectively with Analytics and Ad Operations subject matter experts.
• Ability to work collaboratively across cross-functional teams in a fast-paced environment.

Individual Competencies:

• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.
• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.
• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
• Collaboration: Works collaboratively with others to achieve group goals and objectives.
• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
• Leadership: Creates clarity, drives alignment, influences without direct authority, and holds self and others accountable for commitments and client outcomes.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Agile Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance
• Basic and Supplemental Life Insurance options
• 401(k) retirement plans with company match
• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays
• Family-building benefits, including Maternity, Adoption, and Parental Leave
• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
• Wellness and Mental Health counseling services
• Concierge and work/life support resources
• Adoption Assistance Reimbursement
• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

At Inmar, compensation reflects our belief in integrity, transparency, and the value of individual contributions.