Spotlight Branding

Customer Success Manager

• Develop and maintain strong, long-term relationships with assigned clients
• Serve as a primary point of contact post-sale
• Proactively check in with clients on a regular cadence (weekly, biweekly, monthly)
• Identify red flags early and address concerns in a retention-focused manner
• Resolve conflicts calmly, professionally, and efficiently
• Ensure clients are aligned with and understand their service strategy
• Maintain effective timelines for internal teams to deliver client services
• Support onboarding, kick-off calls, training, launches, and early success monitoring
• Ensure clear agendas, meeting summaries, and next steps are communicated
• Help ensure new services and upsells are properly introduced and adopted
• Provide friendly, accurate, and timely responses to client questions and requests
• Monitor and respond to the client support inbox or helpdesk as needed
• Document all client interactions according to SOPs
• Maintain detailed notes from client meetings and communications
• Identify opportunities to expand services or improve current results
• Support upsells, referrals, and reviews from satisfied clients
• Work closely with internal teams to recommend next-step solutions
• Ensure work is on track and communicate clearly with internal teams
• Follow and help improve SOPs, checklists, and processes
• Escalate issues appropriately and help troubleshoot solutions
• Celebrate wins and keep momentum moving
• Create, manage, and distribute client satisfaction surveys
• Identify trends and areas for improvement
• Support retention initiatives such as appreciation gestures, gifts, or loyalty programs

Marketing Client Success Manager