Account Manager (Client Success Manager)

Accountabilities: Build and maintain strong, long-term relationships with assigned clients, serving as their primary point of contact throughout the post-sale journey. Conduct regular client check-ins on a weekly, biweekly, or monthly basis to monitor satisfaction, address concerns, and maintain alignment on goals and expectations. Identify early warning signs of dissatisfaction or potential churn and take proactive steps to resolve issues and strengthen client retention. Manage client concerns and conflicts professionally, providing timely solutions and ensuring clients feel supported, heard, and confident in their marketing strategies. Coordinate client onboarding, kickoff meetings, training sessions, service launches, and early performance monitoring to ensure a smooth customer experience. Prepare clear meeting agendas, document discussions, communicate action items, and follow up on agreed next steps. Respond promptly and accurately to client questions and requests, monitor support inboxes or helpdesk channels, and maintain detailed records of client interactions. Coordinate with internal teams to ensure client deliverables remain on schedule and services are delivered according to agreed expectations. Identify opportunities to expand accounts, recommend additional services, support upselling initiatives, and encourage referrals and client reviews. Collaborate with internal teams to develop appropriate solutions that improve client outcomes and support account growth. Follow established standard operating procedures, checklists, and workflows while identifying opportunities to improve processes and operational efficiency. Escalate issues appropriately, support troubleshooting efforts, communicate progress clearly, and help maintain momentum across client projects. Create and distribute client satisfaction surveys, analyze feedback trends, and recommend improvements to the overall client experience. Support retention and loyalty initiatives, including client appreciation activities, personalized gestures, and other relationship-building efforts. Requirements: Previous experience in client-facing roles, account management, client success, customer service, or a related field. Excellent spoken and written English, with the ability to communicate clearly, professionally, and confidently with clients and colleagues. Strong relationship-building skills and a genuine commitment to delivering an exceptional client experience. A client-oriented, solutions-focused mindset, with the ability to understand customer needs and develop practical responses to challenges. Strong problem-solving and conflict-resolution skills, including the ability to address concerns calmly and proactively. Excellent attention to detail and the ability to maintain accurate records, meeting notes, follow-ups, and client documentation. A solid understanding of digital marketing concepts and digital advertising, with the ability to communicate effectively about marketing strategies and services. Strong organizational and project coordination skills, with the ability to manage multiple client relationships, priorities, and deadlines simultaneously. Proactive communication and ownership, including the confidence to identify risks, escalate issues, and follow through on commitments. Ability to collaborate effectively with distributed teams, particularly when coordinating with colleagues based in the United States. Willingness to follow established processes while contributing ideas to improve workflows and client outcomes. A reliable computer and stable internet connection suitable for full-time remote work. Current residence in Mexico, as the role is exclusively open to Mexico-based candidates. A positive, adaptable attitude and willingness to learn are highly valued, even if you do not meet every preferred qualification. Benefits: Fully remote work: Work from home in Mexico while collaborating with a US-based team. Competitive monthly compensation: USD $2,000–$3,500 per month. Consistent weekday schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time, with Fridays ending at noon. Unlimited paid time off: Flexibility to take time away from work in accordance with company policies. Supportive team culture: Work in a collaborative environment that values accountability, open communication, and shared success. Career development: Opportunities to grow into senior client success positions or account leadership roles. Meaningful ownership: Manage client relationships with autonomy while leveraging proven systems and established processes. Cross-functional exposure: Work closely with marketing and delivery teams to improve client satisfaction, retention, and business growth.