Please note** We're only looking to hire candidates that have previous experience in Client Success for a Digital Marketing company. Thank you!

Job Type: Full-time

Comp plan: $60,000 - $120,000 CAD/year. Base wage + Commission, commission is based on successful upsells.

Benefits:

• Dental care
• Extended health care
• Paid time off

Work Location: Remote

Please note this is a competitive position! We only take applicants who complete our Good Fit questionnaire:

https://hiring.apexdentalmarketing.net/csm

Thank you and good luck to all applicants.

About us

ADM is a high performance marketing agency with 45 clients across North America. Growing at a rate of 20-30 new clients / month, our company is positioned to become a market leader for revenue generation for private healthcare providers within 2 years.

Goals of our Client Success Manager:

To create exceptional client experiences that drive retention and growth by:

• Building strong relationships with clients based on trust and results
• Ensuring successful implementation of our methodologies and frameworks
• Identifying opportunities to expand client relationships and increase LTV
• Gathering actionable feedback to continuously improve our service delivery
• Serving as the bridge between client needs and our internal teams

Outcomes // KPIs:

Client Retention

• a. Maintain minimum 95% client retention rate month over month
• b. Receive minimum client satisfaction score of 9/10

Client Expansion

• a. Generate minimum 10% of total contract value from existing client expansions
• b. Identify minimum 2 upsell opportunities per client per quarter
• c. Successfully convert minimum 40% of identified expansion opportunities
• d. Achieve minimum average client LTV of $12,000USD

Implementation Success

• a. Ensure 100% of clients are completing onboarding process within timeline
• b. Achieve minimum 95% of clients reporting meaningful results
• c. Maintain minimum 90% milestone completion rate across client engagements
• d. Collect minimum 5 client success stories/case studies monthly

Team Collaboration

• a. Submit accurate weekly client status reports with 100% compliance
• b. Pull consistently client feedback that drives service improvements
• c. Maintain minimum communication satisfaction score of 8/10 from internal teams
• d. Successfully resolve minimum 90% of client issues within SLA timeframes

Responsibilities:

Client Relationship Management:

• Serve as primary point of contact for assigned clients
• Build and maintain strong relationships with key stakeholders
• Conduct regular check-ins and progress reviews
• Identify and address potential issues before they escalate
• Gather and implement client feedback to improve experience

Implementation & Support:

• Lead client onboarding and implementation processes
• Ensure successful execution of our methodology
• Work with delivery team to customize approaches as needed
• Track progress against client goals and milestones
• Document and share success stories and best practices

Growth & Expansion:

• Identify opportunities to deepen client relationships
• Work with sales team on renewal and expansion strategies
• Develop account growth plans for key clients
• Secure case studies and testimonials from satisfied clients
• Facilitate introductions and referrals to potential clients

Reporting & Analysis:

• Track and report on client health metrics
• Provide regular status updates to internal teams
• Analyze patterns across client engagements to identify improvements
• Document and share client insights to inform product development
• Create impact reports that demonstrate ROI for clients

Competencies:

Relationship Management:

• Ability to build strong, trust-based client relationships
• Skill in managing expectations and difficult conversations
• Experience serving as a trusted advisor to executives
• Talent for reading between the lines of client communication

Strategic Problem Solving:

• Identifies root causes rather than symptoms
• Connects client challenges to our solutions effectively
• Anticipates potential roadblocks before they occur
• Develops creative approaches to client-specific situations

Implementation Excellence:

• Strong project management capabilities
• Attention to detail while maintaining strategic view
• Ability to translate methodologies to specific client contexts
• Experience guiding clients through transformation processes

Communication Mastery:

• Clear and concise in both written and verbal communication
• Ability to translate complex concepts into accessible terms
• Experience facilitating productive meetings and workshops
• Talent for maintaining communication momentum

Core Values (if these do not resonate with you, please do not apply):

● Own Your Opportunities: Every mistake & obstacle is an opportunity for growth, and we use it as such. The only two words you will never hear at this company: fault & blame.

● Commit To Your Own Potential: We expect this of ourselves, each other, and our clients -- to relentlessly, critically be redefining & growing into the most potent version of ourselves and give this version of ourselves to the world.

● Persist Until Success: We cultivate a spirit of determination, refusing to give up when faced with challenges. Our focus is on analyzing and persisting until we uncover successful solutions to achieve our goals.

● Trust, Collaboration and Openness: To be able to have faith in the team members around us, so we’re all rowing in the same boat, and being open to sharing the good and the bad.

Please note this is a competitive position! We only take applicants who complete our Good Fit questionnaire:

https://hiring.apexdentalmarketing.net/csm

Thank you and good luck to all applicants.