AgencyBloc

Customer Success Manager

• Cultivate and maintain long-term, trusted relationships with our valued customers
• Drive adoption of the AgencyBloc suite of products and services
• Champion client success ensuring exceptional client experiences
• Manage a book of business of approximately 100 accounts equaling over $4M in ARR
• Own personal KPI’s including gross retention, logo retention, cross selling, and upselling
• Spearhead client relationships throughout the client lifecycle
• Plan and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
• Work with clients to ensure alignment of AgencyBloc services with business goals
• Monitor and identify adoption trends, providing recommendations based on customer needs
• Identify and cultivate relationships with executive leadership within the organizations

Key Account Client Success Manager

Client Services Representative

• Manage, coach, and mentor a team of Client Support Specialists to ensure consistent performance, growth, and engagement
• Conduct 1:1s, performance reviews, and development planning for direct reports
• Enable the Client Support Team’s success by ensuring alignment with the AgencyBloc mission and culture
• Be a visible and reliable presence for the team, offering guidance and real-time support as challenges arise
• Manage day-to-day support operations, including ticket flow, queue management, scheduling and escalations
• Take accountability for key support metrics such as first response time, resolution time, CSAT, and ticket volume trends
• Lead and own regular team meetings
• Participate in product review meetings to stay informed on upcoming changes, advocate for client needs, and prepare the support team for effective client communication & knowledge retention
• Conduct regular quality assurance (QA) reviews of team interactions to ensure accuracy, consistency, and adherence to client support standards
• Drive change enablement efforts within the team by translating product updates and business changes into clear, actionable guidance
• Become a subject matter expert in the AgencyBloc product
• Collaborate with the Director of Client Support on long-term team planning, staffing forecasts, and operational strategy to meet evolving business and client needs
• Participate in hiring, onboarding, and training new support team members to ensure rapid ramp-up and cultural alignment

Key Account Client Success Manager

Client Support Manager, AMS+ Products