Client Services Manager

About the Role

We are looking for a high-energy Client Services Manager who will be a key driver of customer success, business growth, and strategic account management for our niche portfolio of B2B technology clients.


Macro’s Core Values

Learning Agility: Stay curious, open, and adaptable.
Accountability: Own your outcomes and actions.
Multiculturalism: Welcome diverse perspectives and collaboration.
Friendliness: Approach every interaction with kindness and respect.

Your Mission

Develop and execute strategies that ensure client success, satisfaction, and revenue growth.
Strengthen client relationships while identifying new business opportunities.
Lead account initiatives, ensuring excellence across project execution, client communication, and team collaboration.

Key Responsibilities

Customer Success Strategy: Develop and execute comprehensive strategies that drive client retention, satisfaction, and account growth.
Account Leadership: Manage and mentor the customer success and account teams, building a high-performance culture.
Cross-functional Collaboration: Work closely with Agency Management, Delivery Team, and external teams to design solutions that meet client needs and drive business outcomes.
Client Relationship Expansion: Identify and pursue upselling, cross-selling, and new service opportunities within existing client accounts.
Account Monitoring: Proactively monitor client accounts, address potential issues early, and escalate critical problems to senior management when needed.
Marketing Performance: Analyze client feedback and performance metrics to improve service delivery, product offerings, and client experience.
Strategic Client Representation: Represent Macro in client meetings, negotiations, and long-term strategic planning sessions.
Compliance and Best Practices: Ensure that all client interactions comply with industry regulations, company policies, and digital service best practices.
Client Advocacy: Be the voice of the customer internally, pushing initiatives that better meet client needs and expectations.
Reporting: Deliver regular updates and strategic reports to Macro leadership team on customer success metrics and outcomes.
Industry Awareness: Stay informed about industry trends, competitor activity, and best practices to keep strategies fresh and effective.

Ideal Candidate Profile

Proven leadership in customer success, account management, or marketing project management.
Excellent relationship builder with strong communication, negotiation, and problem-solving skills.
CRM experience (HubSpot preferred).
Highly detail-oriented and data-driven.
Confident and capable working independently in a remote environment.
Familiar with digital marketing tools that enable B2B Marketing, Channel & Sales
Transparent, ethical, and deeply collaborative.
Experience with account expansion strategies (upselling, cross-selling).
Bonus: Previous marketing agency or B2B tech experience.
Bonus: Experience managing small teams and special projects.
What We Offer

Competitive compensation with a clear and achievable bonus structure.
Full flexibility with a fully remote work environment.
Comprehensive group benefits, including medical, dental, and more.

At Macro, we promise more than results; we aim to become a trusted partner in every project. If you're ready for a rewarding and challenging role where you can grow your creativity and skills, we’d love to hear from you.