Client Success Manager
3 days ago
Fort Collins
Salary Range: This is a full-time salaried position with a base salary of $65,000 plus variable compensation up to 12% of managed revenue once a baseline is achieved. Total earning potential for a fully loaded book of work typically ranges from $95,000 to $150,000, depending on performance, client retention, and growth capacity. How This Role Is Different • OTM, an award-winning growth strategy and marketing agency, is seeking an experienced Client Success Manager to join our team., • But here’s the thing: we’re not your typical marketing agency., • We are a marketing and sales consultancy. That means we’re obsessed with business outcomes. Every marketing tactic, every campaign, every project we implement for our clients is tied directly to measurable results. Our work is highly consultative, rooted in strategy, and executed with precision. We partner deeply with our clients to identify opportunities, solve problems, and deliver marketing initiatives that move the needle., • As a Client Success Manager, you won’t just manage accounts: you’ll be a trusted business advisor, a strategic thinker, and the driving force ensuring that our clients see the business impact of every project we deliver. You own the direction, context, and continuity of the client relationship, while a multidisciplinary delivery team provides depth and execution across channels., • You’ll need to be just as comfortable leading a strategic discussion about revenue growth as you are overseeing the timeline and budget for a website launch or integrated campaign. You must also be ready to report results, good or bad, with clarity, context, and confidence, helping clients see both progress and opportunities for improvement. Outcome of the Role Effectively Manage and Grow Client Relationships While Achieving OTM and Client-Related Business Outcomes When this role is working, clients say things like: • “They understand our business as well as we do.”, • “They help us focus on what actually matters.”, • “I trust their judgment, even when they push back.”, • “I don’t have to manage them; they manage the thinking.” Signature MovesClient Relationship and Strategic Ownership • Drive client success and retention by building relationships rooted in care, curiosity, and strategic insight, • Develop deep client knowledge by understanding each client’s business model, revenue drivers, ICP, and constraints, and continuously re-anchoring work to “why this matters to the business”, • Provide a clear strategic stance on what to prioritize and why, including the confidence to say “I wouldn’t prioritize that right now, and here’s why”, • Pressure-test client ideas before they go to execution, bringing judgment, context, and a point of view to every client conversation, • Report data and outcomes to clients on a consistent basis, providing transparent, thoughtful insights, even when results are down, and recommending actionable next stepsInternal Coordination and Delivery Team Enablement, • Serve as the bridge between big-picture strategy and tactical execution, translating client goals into clear internal asks so the delivery team has proper context and clients don’t have to repeat themselves, • Synthesize specialist input back into a coherent recommendation for the client, ensuring alignment across workstreams, • Engage the delivery team at the right time by identifying when to pull in a strategist, sales enablement lead, or channel expert, and briefing them with enough context to be effective, • Own the internal onboarding process for new clients to ensure all contracted deliverables are accounted for, gaps are flagged early, and the team is aligned on the delivery approach before any client-facing work beginsScope, Budget, and Growth Ownership, • Oversee timeline and budget management for multiple marketing and sales projects, ensuring on-time and on-budget delivery, • Lead project management efforts from scoping and building projects to managing finances and resource allocation (note: administrative project management support is provided to all CSMs), • Manage scope without saying “no” bluntly: redirecting, sequencing, or identifying upsell opportunities as appropriate, • Exercise scope and budget discretion by evaluating what falls within the existing account strategy scope, what should be proposed as additional work, and where to invest strategically in client growth, • Identify growth opportunities when clients signal appetite for new or expanded work, framing options and engaging the delivery team and inside sales process to move opportunities forwardMeeting Leadership and Engagement Management, • Own client-facing meetings including agendas, facilitation, follow-ups, and next steps; strategy meetings should be collaborative and tied to client outcomes, • Design and maintain the engagement cadence for each client, including strategy sessions, reviews, and async check-ins, • Set and reinforce engagement norms (how we work together), including communication preferences, reporting rhythm, and decision-making normsStrategic Thinking and Problem-Solving, • Apply mental models, frameworks, systems thinking, and second-order thinking to anticipate challenges and uncover hidden opportunities, • Demonstrate creative problem-solving and grit, rising to the occasion when challenges arise and finding solutions that move work forward, • Proactively identify issues including risk, misalignment, or decision stalls, and escalating with clarity when needed, • Monitor results, measure impact, and continually refine strategies for sustained success Who Succeeds in This RoleRole Requirements • 8+ years of professional experience with proven success in relationship management, business strategy, marketing, communication, or related fields, • Strong business acumen with the ability to connect marketing and sales tactics directly to business outcomes, • Expertise in timeline and budget management, project building, and financial tracking for client work, • Exceptional multitasking ability and a track record of timely client communication (measured in hours, not days), • Advanced strategic thinking skills, including pattern recognition, systems thinking, second-order thinking, and problem-solving grit, • Excellent communication and presentation skills, with the confidence to defend a strategic point of view and push back on clients when needed, • Must be comfortable leveraging technology, including AI, to solve problems and build efficiency in overall client management, • Demonstrated ability to exercise judgment on scope and budget decisions to determine what work falls within scope, what should be billed, and where to invest in client growthBonus Skills, • Tech-savvy, with the ability to quickly learn and leverage new tools, • Marketing-savvy with a strong grasp of integrated marketing strategies and project execution, • Skilled in creative problem-solving for dynamic business challenges, • Experience with B2B Professional Services, Automotive, Housing, or Medical verticals
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