Client Success Manager
Location: Remote (BST business hours)
Employment Type: Full-Time
About Team Virtual
Team Virtual helps UK and US digital-marketing agencies scale by hiring agency-ready offshore talent in Paid Media, SEO, Web Development, and related marketing roles. We remove the friction of global hiring by managing recruitment, onboarding, HR compliance, and ongoing associate success, so agency founders can focus on growth, not people admin.
Role Overview
We’re looking for a Client Success Manager (CSM) to own the end-to-end client and associate experience, from onboarding through retention and growth. You’ll be the bridge between agency clients, placed associates, and our internal team, ensuring smooth delivery, proactive communication, and measurable client satisfaction.
This role suits someone who:
Understands Digital Marketing: Familiar with PPC, SEO, Paid Media, and other digital marketing channels
Understands Agencies: Understands how marketing agencies work as they are our key clientele
Understands contracts: keeps an eye on renewals and upsells.
Organised and detail-driven: can manage multiple accounts, schedules, and deliverables without letting things slip.
A confident communicator: comfortable running check-ins, webinars, and presenting insights.
Creative & resourceful: contributes to our brand presence through content, huddles, and thought-leadership initiatives.
Key Responsibilities
1. Client & Associate Relationship Management
Serve as primary contact for assigned agency clients and placed associates.
Conduct structured monthly client & associate check-ins, capture feedback, and share clear next steps internally.
Escalate risks early (performance, communication, payment, etc.) and follow through to resolution.
Track client contracts, renewals, notice periods, and keep all records up-to-date.
Monitor client sentiment and identify opportunities for renewals or expansion.
2. Onboarding & Operations
Coordinate end-to-end onboarding for new clients and associates, documentation, orientation calls, tool access, first-week follow-ups.
Maintain and improve onboarding resources (guides, templates, welcome packs).
Oversee invoicing and time-tracking reports, ensuring accuracy and timely submission.
Keep internal trackers and CRM records current for leadership visibility.
3. Client Success Initiatives & Insights
Develop client-facing resources and growth canvases that help agencies get the best from their hires.
Run quarterly client success reviews with insights from associate performance data.
Partner with leadership on client webinars, training sessions, and guest-speaker events to drive engagement and retention.
Gather, analyse, and present associate performance metrics to guide coaching and recognition.
4. Brand & Community Engagement
Plan and publish social-media content for Team Virtual’s company LinkedIn page (2–3 posts/week) aligned to our tone and strategy.
Track post-performance analytics and competitor activity; present learnings with monthly suggestions for improvement.
Coordinate monthly virtual huddles and internal culture-building events (e.g., hurdles, spotlights).
Source and manage client testimonials, case-studies, and success stories (ensure brand-ready video & written quality).
5. Process Improvement & Reporting
Bring new ideas and industry learnings (outsourcing, digital-agency operations, client success best-practices).
Ensure SOPs and checklists are followed for quality control in all deliverables.
Submit weekly summary reports to leadership, highlighting progress, risks, wins, and metrics.
Required Skills & Experience
3+ years in Client Success / Account Management / Operations, ideally in a digital-agency or B2B service environment.
Proven experience managing client accounts remotely and maintaining high satisfaction.
Excellent English communication skills (written & spoken) with a professional yet approachable style.
Solid grasp of LinkedIn social-media content creation (strategy, copy, visuals, insights).
Comfortable hosting video calls, webinars, and virtual training sessions.
Strong organisational & project-management skills — able to juggle competing priorities without dropping details.
Data-literate: able to interpret engagement or performance metrics and translate into actions.
Familiarity with tools such as Hubstaff, Slack, Google Workspace, Canva/Notion/Trello, and CRM or invoicing tools.
Preferred / Nice-to-Have
Background in or exposure to digital-marketing services (PPC, SEO, Paid Social) to better understand agency challenges.
Experience developing client resources or playbooks (onboarding guides, training decks).
Basic understanding of contracts, renewals, and commercial negotiations.
What We Value
Proactivity & Ownership: doesn’t wait for tasks, spots gaps and drives solutions.
Attention to Detail: double-checks quality before sharing deliverables.
Adaptability: comfortable working in a lean, fast-changing environment.
Client-Centric Mindset: balances empathy with accountability.
Compensation & Hours
Full-time, remote role aligned to UK business hours (BST/GMT). 9AM - 5PM UK time
Gross salary: PKR 175,000 plus performance incentives for retention, testimonials, and renewals.
Benefits: Health insurance for employees and their dependents, mental health coverage, stipends, work from home setup, awards and bonuses.