Job Description

About the role

LiteBrew is hiring a Client Success Manager to own client satisfaction, relationship health, and renewals across our entire client base — paid media, SEO, web, creative, and more. You'll be the single point of contact clients rely on, translating the work of our specialist teams into a clear, proactive story, while our Performance, SEO, and Creative leads focus on doing the work itself. Editorial Content and Social Media currently run as add-on services under this role directly, until either grows enough to warrant its own dedicated lead.

What success looks like

•  Client renewal rate and satisfaction score, agency-wide.
•  Response and resolution time on client escalations, across all channels.
•  On-time delivery of KPI-setting and onboarding milestones for every service line.

What we're looking for

A senior client services professional — not an account manager — with experience owning a client-services function across multiple service lines. You're comfortable managing several specialist leads as internal stakeholders, and fluent enough in performance marketing, SEO, and creative fundamentals to translate specialist work into a narrative clients actually understand.

Job Requirements

Key responsibilities

• Client relationship ownership: act as the single point of contact across the full LiteBrew client base; run kickoff calls, recurring reviews, and renewal conversations for every service line.
•  KPI negotiation: set and agree KPIs with new and renewing clients, informed by feasibility input from each service lead (Performance, SEO, Creative, etc.), balancing what wins and retains business against what's realistically deliverable.
• Performance narrative: take input from the Paid Media Operations Lead, SEO Lead, Creative Lead, and other specialists and turn it into a clear, client-facing story across every channel a client is engaged on.
• Renewals & satisfaction: own renewal rate and client satisfaction scores agency-wide; spot at-risk accounts early and pull in the relevant specialist before issues escalate.
• Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines; coordinate timing with each specialist's setup work.
• Escalation triage: be the first responder on client issues across every channel; decide what needs a specialist's involvement versus what you can resolve directly.
• Direct delivery of Editorial Content & Social Media: run these two channels as add-on services personally until client volume justifies a dedicated hire.
• Management reporting: consolidate client-health and delivery status for the Managing Director.

Skills