Client Success Manager

Overview

Salem Surround, a digital agency within Salem Media Group, offers an exceptional opportunity for a highly experienced Client Success Manager (CSM). 

 

The Client Success Manager (CSM) is responsible for driving client satisfaction, retention, and growth within assigned accounts. Acting as the primary relationship owner for Gold- and Select-tier digital clients, the CSM ensures client goals are met by aligning campaign strategy, performance insights, andoptimization plans. The CSM partners closely with sales, operations, and advanced solutions teams to deliver a high-quality client experience that improves Net Promoter Score (NPS), Net Revenue Retention (NRR), and long-term account performance.

 

Responsibilities

• Serve as the primary post-sale point of contact for assigned accounts, managing all aspects of the client relationship.
• Lead structured monthly touchpoints and quarterly business reviews with clients.Translate complex digital performance data into clear, actionable insights and strategic recommendations.
• Partner with internal operations teams to ensure campaigns are launched properly and optimized regularly.
• Monitor account health using dashboards and data tools to identify risks and growth opportunities.
• Create and present reporting decks to clients.
• Support renewals, upsells, and cross-sell opportunities by collaborating with sales.
• Maintain complete and accurate documentation in CRM and project systems.
• Support onboarding and pre-launch calls to ensure campaign readiness.
• Provide a proactive, strategic client experience that strengthens trust and retention.

Qualifications

• 3–5+ years in client success, account management, or digital marketing.
• Strong understanding of SEM/PPC, Programmatic, Social, Display/Video, Audio/Podcast, Email, and SEO.
• Excellent communication and presentation skills.
• Proven ability to meet retention and growth goals.
• Experience working in CRM, reporting dashboards, and workflow/project tools.
• Strong analytical mindset with the ability to turn data into insights.
• A proactive, solutions-oriented approach to problem-solving.

Success Metrics

• Net Revenue Retention (NRR): Maintain or grow existing client revenue.
• Logo Retention: Retain assigned accounts with minimal churn.
• NPS/Client Satisfaction: Increase client advocacy

Benefits

• Competitive pay structure based on experience
• Health, dental, vision and life insurance
• 401k retirement plan
• Paid holidays and vacation time

EEO Statement

Come see how Salem is DIFFERENT and why we’ve been certified as a “Great Place To Work” and as a “Best and Brightest” equal opportunity employer.

 

#HP1

 

Compensation

$70k - $75k annually with generous bonus structure