Careers @ OuterBox

The Senior Client Success Manager at Outerbox plays a crucial role in ensuring the success of our clients' initiatives by serving as their advocate and primary point of contact for a portfolio of clients. The Client Success Manager is responsible for managing and nurturing client relationships by providing strategic guidance and ensuring the successful execution of projects. This role involves acting as the primary point of contact for clients, delivering tailored solutions that align with their business goals, and identifying opportunities for growth through upselling and cross-selling. The Client Success Manager collaborates with internal teams to ensure seamless project delivery, leverages data analysis to drive performance improvements, and consistently seeks to enhance service quality and client satisfaction.

This role requires a solid understanding of paid digital media, strong analytical skills, and building and maintaining long-term client relationships.

Job Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Client Relationship Management: Build and maintain strong, trust-based relationships with clients and key stakeholders. Serve as the primary point of contact, ensuring consistent satisfaction, long-term retention, and strategic alignment throughout the partnership.
• Strategic Planning: Develop a deep understanding of each client's business goals, target audience, and competitive landscape. Translate that knowledge into tailored strategies that leverage OuterBox's full capabilities to drive meaningful results.
• Performance Reviews: Conduct regular performance reviews with clients and internal teams, delivering clear, data-driven insights and actionable recommendations that keep campaigns moving in the right direction.
• Internal Coordination: Serve as the connective tissue between clients and internal teams — collaborating across disciplines to develop and deliver comprehensive, full-funnel media strategies that meet client objectives.
• Campaign Monitoring: Continuously monitor and analyze campaign performance across channels. Proactively identify trends, flag concerns, and provide timely optimization recommendations to maximize impact.
• Client Onboarding: Lead the onboarding experience for new clients, ensuring a seamless transition, clear expectations, and a strong foundation for a successful long-term partnership.
• Issue Resolution: Act as a trusted resource for clients when challenges arise. Address inquiries and resolve issues promptly, professionally, and with a solutions-first mindset.
• Sales Collaboration: Partner with sales and account teams to identify organic growth opportunities within existing accounts, including upsell and cross-sell strategies that add genuine value for clients.
• Documentation & Insights Management: Maintain accurate, detailed records of client interactions, campaign performance, and key decisions in CRM systems — ensuring visibility, accountability, and continuity across the team.
• Additional Duties: Perform additional duties as assigned.