Client Success Manager

About the Company and Role

We are a Conversion Rate Optimization (CRO) and A/B testing agency serving highly successful direct-to-consumer (DTC) e-commerce brands on Shopify, ranging from six to nine figures in revenue. Our expertise spans industries such as health, wellness, beauty, supplements, and fitness. Our services include everything from full landing page creations to micro A/B tests on elements like buy boxes, product detail pages (PDPs), and subscription flows, all aimed at rapidly increasing client revenue.

Role Overview

The Client Success Manager will be a pivotal team member, responsible for managing complete client relationships. This individual becomes the trusted point of contact, providing support from onboarding through engagement renewal. The role emphasizes proactive communication, reducing churn, contract management, opportunity spotting for upselling, and leveraging AI tools extensively to improve efficiency and deliver superior client outcomes. The Client Success Manager works closely with the founder and internal teams, bridging client-agency collaboration.

Key Responsibilities

• Serve as the primary liaison for assigned clients, managing relationships comprehensively.
• Lead client meetings confidently on video calls, actively listening and tracking follow-ups to ensure client concerns are fully addressed.
• Engage proactively with clients through messaging and calls, fostering real-time interactions beyond templated communications.
• Reach out before any issues arise to ensure clients feel supported and never have to initiate contact.
• Manage client onboarding by establishing communication channels, confirming access, setting expectations, and leading kickoff sessions.
• Handle contracts, renewals, and project timelines efficiently.
• Maintain client engagement and value perception continuously to minimize churn.
• Identify chances for expanding relationships through upsells.
• Collect client testimonials, case studies, and referrals to support business growth.
• Compile and present client-facing reports covering project progress, test outcomes, and performance metrics.
• Update internal systems with current project information.
• Relay client feedback clearly to internal teams to align efforts and address concerns.
• Identify early warning signs of project delays or mismatches and escalate them promptly.
• Ensure timely delivery of project outputs in the correct formats.
• Utilize AI technologies such as ChatGPT, Claude, and automation platforms daily to enhance report writing, meeting summarization, client communications, and workflow automation.
• Consistently leverage AI to multiply productivity and contribute to refining internal processes with AI integration as the company grows.

Required Qualifications

• A minimum of two years of experience in account management, client success, or customer-facing roles, preferably within agencies, SaaS, or DTC/e-commerce companies.
• Excellent interpersonal skills, enjoying relationship building and confident communicating on video calls.
• Sales acumen to position value, manage objections, recognize upselling opportunities, and retain clients diplomatically.
• Strong written and verbal communication skills capable of creating concise client updates and hosting engaging client calls.
• Detail-oriented and highly organized with diligent tracking and follow-up habits to ensure nothing is overlooked.
• Experienced in actively using AI tools daily to boost efficiency.
• Comfortable working with Notion and project management tools such as Trello.
• Proactive approach in resolving client needs before they arise.

Preferred Experience

• Background working with DTC/e-commerce brands on Shopify platforms.
• Familiarity with CRO, A/B testing, and conversion rate optimization concepts.
• Knowledge of tools like Google Analytics, Figma, Slack, or various reporting dashboard platforms.
• Experience thriving in remote and asynchronous work environments.
• Handling contract management and renewals.

Benefits and Perks

• Fully remote employment with the flexibility to work from anywhere within Canada.
• Flexible scheduling and competitive compensation aligned to experience with potential growth opportunities.
• A clear advancement path towards roles such as Account Director or Head of Client Success as the company expands.
• Opportunity to engage with high-revenue DTC brands across dynamic health, wellness, beauty, and fitness sectors.
• Exposure to industry-leading CRO initiatives, funnels, and testing frameworks.
• A close-knit, agile team environment where individual contributions are immediately impactful.
• An organization that actively implements AI technologies in its operations rather than merely discussing them.