CSM (long-term; US hours)

Core Responsibilities 1. Client Ownership ● Serve as primary point of contact for all Tier 1 clients ● Develop client growth plans and hold regular review sessions ● Track goals, ROI, and performance benchmarks for each account 2. Delivery & Pod Coordination ● Join weekly sprint meetings to track fulfillment across pods ● Prioritize deliverables that align with client needs and outcomes ● Work with the Creative Lead, Devs, and CoS to triage urgent client tasks 3. Risk Management ● Monitor account engagement, satisfaction, and usage ● Identify early signs of churn or misalignment and take corrective steps ● Create action plans to recover red or yellow accounts 4. Internal Reporting & Insights ● Maintain a live dashboard of client status (health, NPS, satisfaction trends) ● Report weekly on account wins, risks, and expansion opportunities ● Collaborate with Sales and CEO to identify cross-sell / upsell plays5. Team Leadership ● Oversee the Client Success Coordinator(s) ● Maintain SLAs for communication, delivery expectations, and reporting ● Build internal SOPs and role charters for CS roles as we scale