About the Role

As an Agency Client Success Manager, you'll be the digital quarterback for your clients—owning the strategy, communication, and orchestration of multi-channel marketing programs. You'll guide clients through their full funnel of deliverables (paid media, SEO, email, creative, and more), ensuring every initiative ladders up to their growth goals.

You'll work cross-functionally with internal teams and vendor partners to plan, brief, execute, and optimize campaigns that drive measurable results. You'll translate performance data into clear business outcomes, recommend next steps grounded in benchmarks and client KPIs, and lead proactive conversations that drive retention and expansion.

Reporting & Team: You'll report to the Head of Client Success and work closely with our Client Success Team Lead, Account Coordinators, Ad Ops, and vendor partners.

What You'll Own

- Digital Quarterbacking: Lead client strategy and keep all moving parts aligned—client goals, channel plans, deliverables, timelines, and results.
- Portfolio Leadership: Own a book of business of ~35–40 accounts with accountability for retention, satisfaction, and ROI.
- Performance & Insights: Turn paid media, email, SEO, and site performance data into client-ready insights and recommendations based on benchmarks, trends, and KPIs.
- Client Growth: Identify and position upsell/cross-sell opportunities tied to client goals and business outcomes; partner internally to close expansion.
- Executive Communication: Lead monthly reviews with clear storytelling, strong recommendations, and action plans.

Performance Metrics





- Client Retention Rate
- Net Revenue Retention
- Expansion / Upsell Revenue
- Client satisfaction (CSAT/NPS)

Required Experience

- 3–5+ years in a digital marketing agency as a Client Success Manager, Account Manager, or Account Strategist (must-have)
- Hands-on or strategic experience across paid media (Meta, Google, programmatic), SEO, email marketing, and paid social
- Cannabis industry marketing experience is a plus (not required)
- Strong understanding of eCommerce marketing (Shopify, Woo Commerce, etc.)
- Proven success driving retention and account growth
- Fluency with performance metrics (CTR, CAC, ROAS, LTV, CPA, etc.) and ability to explain them to senior stakeholders
- Experience with GA4, Google Search Console, GTM (or similar analytics toolkits)
- Comfortable working in Hub Spot/Click Up (or similar CRM + project management tools)
- Comfort with recurring revenue / SaaS-like account structures (multi-month engagements, performance-driven relationships)

Who You Are

- A strategic marketer who thrives on connecting digital tactics to business outcomes
- Confident speaking to campaign performance, strategy, and growth levers across multiple channels




- Proactive and data-driven; you anticipate client needs before they raise them
- Revenue-minded and comfortable leading commercial conversations
- A solid collaborator who thrives in a cross-functional, fast-paced environment

Compensation

- Up to $130k CAD OTE
- 100% remote
- Paid time off
- High autonomy, fast pace, and lots of opportunity to grow as the business scales

Interview Process

- 3-5 Minute Introduction video
- Initial interview with Agency Operations Manager
- Interview wth Head of Client Success
- Short mock reporting/client performance presentation
- Final conversation with leadership (as needed)

To Apply:

Send us your resume, a short note on why you're the right fit for this role, and answers to the screening questions below to [email protected] .

Screening Questions

- Can you start immediately?
- How many years have you worked in a digital marketing agency as a Client Success Manager, Account Manager, or Account Strategist?
- Have you successfully upsold or expanded digital marketing services with existing clients?
- Do you have experience managing recurring or SaaS-based revenue accounts?
- How many clients have you actively managed concurrently in a performance marketing environment?
- Have you worked with eCommerce clients (e.g., Shopify, Woo Commerce)?
- How many years of experience do you have with email marketing platforms such as Klaviyo, Mailchimp, or Postscript?
- How many years of experience do you have managing paid media campaigns across platforms like Meta, Google, Stack Adapt, X (Twitter), or other DSPs?

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📌 Client Success Manager (Paid Media & Digital Marketing) (Ottawa)
🏢 herb
📍 Ottawa