About the Role
The Client Success Manager (CS Manager) owns the health, growth, and delivery excellence of assigned Globe accounts. This role ensures client satisfaction, revenue expansion, operational discipline, and cross-functional alignment across Sales, Strategy, Media, Tech, and Operations. The CS Manager acts as the primary business steward of the account driving retention, upsell, delivery quality, and long-term partnership value.
Responsibilities
Account Ownership & Client Leadership
- Serve as the primary relationship owner for assigned Globe accounts.
- Lead regular business reviews, performance reporting, and roadmap discussions.
- Ensure proactive issue resolution, risk management, and stakeholder alignment.
- Maintain high client satisfaction, trust, and executive credibility.
Revenue Growth & Commercial Discipline
- Drive renewals, upsells, cross-sells across AdSpark product pillars.
- Identify expansion opportunities aligned with client business objectives.
- Own forecast accuracy, pipeline hygiene, and revenue delivery commitments.
- Support Sales in proposal development, pricing discipline, and deal closure.
Delivery Excellence & Operations
- Ensure campaigns and projects are delivered on time, on scope, and on budget.
- Enforce SLA adherence, quality standards, and operational governance.
- Coordinate cross-functional teams to remove blockers and accelerate delivery.
- Monitor financial health: billing accuracy, margin protection, and collections readiness.
Strategic Account Development
- Translate client business priorities into integrated solutions and roadmaps.
- Champion platform adoption (media, data, rewards, tech) where applicable.
- Bring insights, innovation, and proactive recommendations to clients.
- Partner with Strategy & Analytics for performance optimization.
Internal Leadership & Collaboration
- Lead internal account squads with clarity on priorities and accountability.
- Maintain clean documentation, trackers, and operational cadences.
- Escalate risks early with solution options.
- Model professionalism, ownership, and client-first mindset.
- Timely and accurate submission of Timesheets via system.
Qualifications
- Open to graduates of Bachelor Degrees in Business, Advertising, Communication Arts.
- With at least 2+ years of experience in similar role.
- Creative, media and digital agency experience is a plus.
- Experience working within Corporate Brand guidelines.
- Possesses a deep passion and understanding of digital media, traditional media and brand marketing.
- Experience working with clients to develop and negotiate project scopes and budgets.
- Demonstrate familiarity with marketing concepts and terms and be able to communicate them clearly both in writing and orally.
- Must possess strong interpersonal skills; be able to work independently, multi-task, and meet deadlines with a confident, positive attitude.
- Thorough understanding of emotionally driven creative concepts.
- Proven ability to establish a direction and vision which mobilizes the creative team to meet clearly defined goals.
- Proficient in MS Office applications including Word, Excel, and PowerPoint.
