(Marketing) Client Success Manager

(Marketing) Client Success Manager Forge Digital Marketing About Forge: Forge Digital Marketing is a fast-growing digital agency that partners with scaling eCommerce and DTC brands in the health and wellness space. Our mission is to drive growth for our clients through strategic, data-driven marketing, cutting-edge creative, and seamless collaboration. About the Position: We’re currently seeking a Client Success Manager to join our Client Success team. This is an opportunity to step into a dynamic, client-facing role with long-term growth potential. Reporting to the Senior Client Success Manager, this role will be responsible for managing a portfolio of key client accounts, ensuring high levels of satisfaction, retention, and results. You will serve as the connective tissue between Forge’s clients and internal technical/delivery teams—facilitating smooth project execution, maintaining proactive communication, and ensuring every client feels informed, supported, and consistently impressed by Forge’s work. Why Join Forge? At Forge, we take pride in being more than a vendor—we’re a strategic growth partner to our clients. You’ll join a collaborative, ego-free environment where your initiative is welcomed, your ideas are valued, and your growth is prioritized. Why Forge is a Great Place to Grow Your Career Forge isn’t just growing—we’re growing with our team. We believe that as the agency scales, your opportunities should, too. That means more than just new skills—you’ll gain real chances to advance into senior roles, expand your scope of responsibility, and increase your income. We’re committed to helping you build a long-term career path inside a forward-thinking agency. If you’re the kind of person who brings creative ideas to the table, is highly organized and personable, you’ll thrive here. We value self-starters who think strategically and contribute proactively. We're also proud to be a women-owned and women-led agency—something that’s still rare in the digital marketing space. Our leadership is passionate about fostering a respectful, supportive, and empowering culture where every voice matters and our team members truly know each other. Additional perks: ✨ 100% remote—work from anywhere. Our team is diverse and global. 🎂 A team that will celebrate your birthday, not just your deadlines. 💛 Long-term investment in your growth, both personal and professional. We’re building something special—and we’re doing it together. If you're looking for a team that will challenge, support, and champion you, Forge might be the perfect fit. 🌍 Work Location & Time Zone This is a remote role open to candidates worldwide, provided they: - Are available to work during U.S. Central Time (CST) business hours 8am - 4pm CST - this is non-negotiable. - Speak fluent, professional English and are confident in both written and verbal communication. - Bring existing expertise in ecommerce marketing, account management and client satisfaction. -Are skilled at navigating task management and communication systems. 🧠 What We’re Looking For: A confident, proactive communicator Detail-oriented and organized; nothing slips past you Emotionally intelligent, collaborative, and coachable Tech-savvy and comfortable with ClickUp, Slack, gDrive and other digital tools Fluent in digital marketing (website design, packaging design, paid advertising, email marketing and more) Able to communicate effectively with clients and diverse delivery teams 📚 Digital Marketing Knowledge (Must-Have) While this is not a strategy or technical execution role, the Client Success Manager must be fluent in digital marketing concepts and terminology. You’ll act as the first line of communication for clients, so it’s essential you understand and can discuss the fundamentals of: Website Design Packaging Design Email marketing (Automations and Campaigns) Search engine optimization (SEO) Paid Advertising Conversion rate optimization (CRO) Knowledge of Shopify & Klaviyo specifically preferred You should be able to speak knowledgeably about these services, answer general client questions, and collaborate effectively with our subject-matter experts. You must also be an engaged learner, eager to deepen your knowledge and sharpen your expertise as you grow in the role. 🎯 Key Responsibilities As a Client Success Manager at Forge, you will serve as the frontline relationship owner for a portfolio of clients, ensuring their experience with our agency is seamless, responsive, and results-driven. You’ll manage communications, coordinate deliverables across teams, and help sustain long-term, high-value partnerships. Client Communication & Relationship Management - Serve as the primary point of contact for an assigned portfolio of clients, maintaining timely, warm, and professional communication via ClickUp, email, and phone - Create end of week updates and facilitate monthly review calls, preparing clear agendas, client-facing reports, and actionable next steps in partnership with internal teams - Respond to ad hoc client questions, requests, or issues promptly and with clarity, ensuring each client feels heard, supported, and valued - Track client satisfaction and proactively escalate any friction, unmet needs, or risks to the Senior Client Success Manager - Actively seek out and distribute client feedback and approvals as needed across creative, strategy, and technical teams to keep projects moving forward Project & Service Delivery Coordination - Partner closely with Project Manager(s) to align on resourcing, timelines, and service deliverables for each client account - Coordinate across departments—email, SEO, paid media, CRO, design—to ensure deliverables are completed on time and meet Forge’s quality standards - Monitor timelines and workflows in ClickUp, tracking progress, resolving blockers, and ensuring internal accountability - Conduct final checks to ensure deliverables are brand-aligned and client-ready before presentation or launch Onboarding & Strategic Integration - Support the onboarding of new clients, working collaboratively with the Sales and Project Management teams to execute Forge’s SOPs with efficiency and warmth - Ensure new clients feel welcomed, informed, and confident in Forge’s process from day one - Facilitate proper internal handoffs from Sales, ensuring strategy and service teams are aligned on goals and scope Performance Reporting & Strategic Support - Lead the preparation and delivery of weekly updates and monthly performance reports, summarizing key insights, wins, and upcoming actions in a client-facing format - Collaborate with strategists to understand data and performance metrics, contributing to ongoing client growth - Coordinate with the Sales Department to identify and recommend opportunities for expanding clients’ marketing strategies with additional Forge services Client Advocacy & Retention - Develop a deep understanding of each client’s brand, tone, and goals, advocating for their needs and success within the agency - Build trusted relationships with clients that foster retention, upsell potential, and referrals - Constantly seek ways to improve the client experience, elevate the value of our work, and ensure Forge delivers beyond expectations Team Collaboration & Operational Support - Contribute to internal Client Success projects as assigned by the Senior Client Success Manager, including documentation, process refinement, and team initiatives - Participate actively in internal team meetings, retrospectives, and collaborative reviews to maintain alignment and elevate performance - Share learnings, feedback, and improvements that can enhance Forge’s client service model 💼 Qualifications 2–3 years of experience in account management and/or project coordination related to digital marketing services Strong written communication skills—confident, polished, and client-ready Experience with project management tools (e.g., ClickUp, Asana or Trello) Working understanding of digital marketing channels and relevant KPIs Comfortable facilitating client calls and presenting progress or updates Technologically confident and adaptable when learning new tools ✅ Bonus Points For Any additional experience working at a creative or service-based marketing agency or having marketing education/technical skillsets. Skills related to interpreting marketing performance dashboards and identifying wins and opportunities Experience managing marketing projects through multiple review rounds to completion Sound like you? Come Forge your Future With Us!