Client Success Manager (Podcast Company)

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Job Title: Client Success Manager
Location: Remote (must work U.S. Eastern Time, Mon–Fri, 9AM–6PM EST)
Position Type: Full-Time
Reports To: Executive Leadership

Overview:
The Client Success Manager plays a critical role in managing the end-to-end client experience for a fast-growing podcast production and distribution service tailored to B2B service providers. This role demands a proactive, personable, and organized professional who excels in relationship-building, communication, and operational follow-through. Responsible for serving as the primary point of contact for clients, the Client Success Manager ensures expectations are exceeded, solutions are delivered on time, and satisfaction is maintained throughout the client lifecycle. This person should be skilled in managing tech-enabled services and capable of addressing concerns with both tact and clarity, ensuring mutual accountability across internal and client teams.

Key Responsibilities:

• Act as the primary relationship owner for client accounts, maintaining clear, respectful, and timely communication at all stages of the engagement

• Build long-term client relationships by understanding strategic objectives, translating needs into service actions, and customizing support accordingly

• Proactively identify and resolve issues, manage expectations, and provide clarity and structure to both internal stakeholders and clients

• Utilize HubSpot CRM (or similar platforms) for task management, automation tracking, and client interaction documentation

• Create client-facing support materials including onboarding guides, walkthrough videos, SOPs, and email newsletters

• Lead the onboarding process with clarity, structure, and supporting visuals to ensure clients are successful early in the lifecycle

• Monitor client satisfaction and feedback, flag risk areas, and propose solutions to enhance the overall experience

• Collaborate cross-functionally with production, operations, and strategy teams to ensure deliverables align with client goals and timelines

• Call out both internal team members and clients as needed with respectful, firm communication that keeps accountability and outcomes on track

• Collect client testimonials, track successful case outcomes, and develop referral and advocacy pipelines

Qualifications:

• 2–4 years of experience in customer experience, coaching, consulting, or account management

• Strong working knowledge of HubSpot or Go High Level, along with Slack, Calendly, and preferably Zapier

• High comfort level with digital tools and process automation to enhance client engagement and internal efficiency

• Demonstrated ability to manage multiple client accounts simultaneously without compromising service quality

• Strong written and verbal English communication skills, with a confident and positive tone

• Proven attention to detail and structured, process-oriented thinking

• Extroverted and naturally client-facing personality, comfortable speaking on video or in client briefings

• Bonus: Familiarity with podcast production, content marketing, or B2B services

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