Senior Manager - Client Success

About the Role

The Senior Manager - Client Success 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 2-3 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

Required Skills:

• Understanding of the digital landscape
• Experience in managing accounts and projects
• Superb communication skills
• Good organization and negotiation skills
• Good understanding of both digital and traditional media