Client Success Retention Manager For Forbes Featured Advertising Agency (Remote)

Are you looking for an organisation where you can make an impact?

Want to see your hard work reflected in your paycheck?

Ready to work in an environment that values your opinions?

Then keep reading, this job could be for you.

Who are we?

Orange Trail is a fast-growing advertising agency solving one of the biggest pain points in the marketing world – advertising bans! We work with hundreds of clients across various industries and verticals, helping them to scale their ads without restrictions. With an international team of 25+, we are at the forefront of the advertising and compliance industry working with platforms such as Google, Tiktok, Snapchat, Twitter & many more. As we continue to grow, we’re looking for a skilled Client Success & Retention Manager who can ensure our clients receive the highest level of service and satisfaction, and to prevent them from churning.

Position Overview:

As our Client Success & Retention Manager, you will be the go-to advocate for our clients. Your primary role is to deeply understand each client’s needs, identify challenges early on, and develop solutions to keep them delighted with our services. By combining your expertise in advertising, client management, and operational insight, you’ll play a key role in reducing client churn and enhancing satisfaction. If you’re passionate about client success, strategic problem-solving, and building long-term partnerships, this role is made for you.

Key Responsibilities:

• Client Advocacy: Act as the primary point of contact for our clients, ensuring they feel supported, valued, and confident in our services.
• Proactive Problem-Solving: Identify potential issues before they escalate, addressing client needs with timely, effective solutions to ensure a positive client experience.
• Retention Strategies: Develop and implement strategies to reduce churn by understanding and addressing clients’ evolving needs and goals.
• Deep Dive into Client Goals: Conduct regular check-ins and performance reviews to align our services with client objectives and identify opportunities for upselling or enhancing value.
• Collaborative Approach: Work closely with internal teams (finance, business development, operations) to ensure alignment on client goals and consistent delivery of promised results.
• Insightful Reporting: Track and report on client satisfaction metrics, churn rates, and feedback to drive continuous improvements across our services.
• Client Education: Offer clients ongoing education on best practices, industry trends, and updates that impact their campaigns and objectives.

Requirements:

• 3+ years of experience in client success, account management, or related roles, ideally within an advertising or digital marketing agency.
• In-depth knowledge of advertising and digital marketing, with experience in campaign optimization, media buying, and analytics.
• Strong understanding of client success principles, including client lifecycle management and retention strategies.
• Excellent interpersonal and communication skills, with the ability to build rapport and effectively address client concerns.
• Problem-solving mindset with a proactive approach to identifying and resolving issues before they impact client satisfaction.
• Proven experience in collaborating with cross-functional teams to deliver results that align with client needs.
• Analytical skills to assess client health metrics, identify trends, and make data-driven recommendations.

Why Join Us?

• Impactful Work: Your role will directly influence our clients’ satisfaction and long-term success. Your voice is heard in the organisation. Your ideas can be implemented immediately.
• Professional Growth: Opportunities for ongoing learning and development in a supportive environment, with potential for promotions.
• Collaborative Team: Join an international team that values input, innovation, and dedication to client success.
• Competitive Salary & Benefits: We offer a comprehensive package and the chance to make a tangible difference in a growing agency. You get paid in proportion to your efforts.

Made it this far?

Good, you could be our next hire. If you’re serious about applying to this role, start by messaging us what your favourite fruit is and why, along with your resume.