Customer Success Manager (Relationship Based Sales)

Overview

Are you a great communicator with an infectious personality and feel like you want to do more?

We’re looking for a rockstar Customer Success Manager (CSM) to join our team at AdVance Creative. We're a Creative Marketing Agency that creates digital ads focused on conversion.

We're an extremely driven team that leaves no potential on the table. If you're someone who wants to get it done and be the best you can possibly be, this is for you. Our company name is AdVance and our culture is very straight forward: AdVancing Each Day. Getting a little bit better every single day.

CSM Customer Success Manager Role Goal: Increase client LTV through client satisfaction and strategic upsells, and make sure our clients are blown away

Responsibilities:

• Onboarding calls with clients
• Strategic client upsells through chat and call
• Reviewing and properly explaining performance data to clients in an easily digestible format
• Communication with clients via Slack
• Nurture existing and past clients

Requirements:

• US based
• Available 9am-5pm Mon-Fri
• Great Communication Skills
• Ability To Soft Close (more of guiding them to an upsell as a helping position, not trying to hard close)
• Great on phone and video call
• Marketing work experience or Marketing degree

Results:

• Increase client LTV
• Decreased churn
• Increased average revenue per client
• Increased client satisfaction rate = increased reviews on Google, Facebook, and Video Testimonials

Compensation & Structure:

• $4k/mo Base + 2% of renewals generated from your role + 5% of upsells (estimated $80,000-100,000/yr depending on performance)
• Bonuses tied to: Retention, Upsells, Client growth
• Full-time role
• Opportunity for consistent pay increase and role growth

In Depth:

What You’ll Do as Customer Success Manager

Own Client Relationships (Core Function)

• Be the main strategic point of contact
• Build trust and long-term partnerships
• Step in for key conversations and important moments

Run Onboarding Calls

• Set expectations clearly from day one
• Align on goals, process, and timeline
• Create confidence immediately

Lead Delivery Review Calls

• Walk clients through the ads we delivered
• Handle feedback and ensure satisfaction
• Reinforce value and positioning

Drive Growth & Upsells

• Identify opportunities to expand accounts
• Recommend next steps (more volume, ongoing content, etc.)
• Move clients into higher plans or recurring

Get Testimonials & Referrals

• Capture strong testimonials from happy clients
• Ask for referrals consistently
• Turn satisfaction into new business

Handle Escalations (High-Level)

• Step in when issues arise
• Own the situation and resolve it
• Protect the relationship

Internal Alignment

• Relay client feedback clearly to the team
• Ensure expectations match execution
• Keep everything aligned at a high level

What We’re Looking For

Experience

• Account management, client success, and sales experience
• Comfortable leading calls and conversations
• Experience upselling or growing accounts
• Marketing experience (basic marketing understanding so you can communicate clearly)

Skillset

• Strong communication and presence on calls
• Able to simplify and explain things clearly
• Knows how to guide conversations (not just react)
• Can identify growth opportunities naturally

Traits

• High ownership
• Friendly and great communicator
• Helpful
• Strong emotional intelligence
• Organized and proactive
• Results-driven

What Success Looks Like

• Increase client lifetime value
• Clients stay long-term
• Clients are happy and confident
• Accounts grow over time
• Testimonials and referrals are consistent
• Minimal churn

Pay: $80,000.00 - $100,000.00 per year

Experience:

• Marketing: 1 year (Preferred)
• Customer relationship management: 2 years (Required)

Work Location: Hybrid remote in Ridgefield, WA 98642