Client Success Manager

About Forge Digital Marketing

Forge Digital Marketing specializes in driving scalable growth for direct-to-consumer e-commerce brands, particularly within wellness, supplement, nutrition, and regulated markets. The agency employs a structured marketing framework — Foundation, Attract, Convert, Retain, Delight — to tailor strategies that meet specific client objectives. Services include optimizing Shopify and WooCommerce stores, implementing SEO and AI techniques, managing Klaviyo-certified email campaigns, and handling advertising across Google, Meta, TikTok, and programmatic channels. Strong expertise in conversion rate optimization and loyalty program management enables Forge to accelerate ROI and grow brands compliantly and data-driven.

Role Overview

The Client Success Manager will work full-time remotely, acting as the primary liaison for DTC e-commerce clients. The responsibilities encompass maintaining proactive communication, understanding client goals, coordinating with internal marketing and strategy teams to align deliverables with expectations and timelines. The role requires monitoring campaign results to identify opportunities for enhancing customer acquisition, conversion, and retention. This person will be responsible for leading regular client meetings, managing expectations, resolving issues swiftly, and ensuring a positive client experience throughout engagements. Additionally, the role supports continuous improvement by gathering client feedback, documenting procedures, and enhancing Forge's client success methodologies.

Qualifications

• Demonstrated excellence in customer service with an emphasis on consistent high-quality client interactions.
• Proven skills in cultivating customer loyalty and managing expectations to build long-term partnerships.
• Strong analytical capabilities to analyze performance metrics, recognize patterns, and formulate recommended actions.
• Experience with digital marketing or e-commerce brands, ideally within wellness, supplements, or regulated sectors.
• Outstanding communication skills, both verbal and written, to effectively convey results and strategies internally and externally.
• Ability to organize and manage multiple clients or projects efficiently in a remote work setting.
• Familiarity with collaboration tools such as Slack, project management software, video conferencing, and basic performance dashboard or analytics platforms.
• Bachelor's degree in business, marketing, communications, or related fields; background in client success, account management, or customer success is preferred.