Client Success Manager

Client Success Manager

48 Welland Street, St. John’s, NL, A1E 6C1

Reflective Marketing is a growing social media marketing agency in St. John’s, Newfoundland. We help local businesses and residential contracting companies generate more potential customers and grow their businesses. The majority of our clients own businesses in HVAC, homebuilding, garage flooring and other trades. 

Our team is excited to expand, and we hope you’re up to the challenge of growing our agency with us!

This Role Is Right For You If:

  • You are a people-person who not only likes working with others but can quickly understand different personality types and adjust your approach accordingly;
  • You’re a confident communicator and a keen listener;
  • You are driven, independent, and love the idea of being a key player in our agency’s growth;
  • You are incredibly organized, persistent, and detail-oriented;
  • You’re known for getting things done and having a high standard of work;
  • Ultimately, you love making people happy and you’ll take care of our clients as if their businesses were your own. 

If this sounds like you, we want to hear from you!

What Your Role Looks Like:

As a Client Success Manager, you’ll be the main point of contact for our clients, owning the relationship and working with our internal team to help our clients achieve their business goals. 

This includes:

  • Working closely with our clients to understand their businesses and help them achieve their goals. This includes, but is not limited to: 
    • Managing weekly (and sometimes daily) coordination via email, phone, virtual and in-person meetings;
    • Explaining technical and strategic details to clients;
  • Managing client expectations and maximizing value within the scope of work;
  • Finding opportunities to help our clients grow while increasing agency sales;
  • Developing a deeper understanding of the industry and your clients’ business models;
  • Managing project timelines, tasks, budgets, and goals:
    • Ensuring timely and successful delivery of solutions according to client needs and agreed-upon objectives;
    • Clearly communicating the progress and status of client projects in a timely manner;
    • Forecasting and tracking key account metrics;
    • Defining and reporting on Key Performance Indicators (KPIs) by project;
  • Identifying and implementing areas of improvement and solutions as it relates to account management and success;
  • Creating and documenting standard operating procedures;
  • Reporting on KPIs using tools such as Google Analytics, Facebook Insights, etc. to ensure objectives are met;
  • Exploring new trends and keep on top of the latest online marketing news and tools;
  • Collaborating with our internal team of social media experts, as well as valued partners in our field;


*We are a hybrid work model and will accept remote workers. You must live in Canada to be considered for this position.

What You’ve Got To Offer:

  • Work experience in a client-facing marketing role;
  • Post-secondary degree in business, communications, or similar education or experience;
  • Strong verbal and written communication skills;
  • Excellent listening, negotiation and presentation abilities;
  • Excellent time management and organizational skills;
  • Passion for marketing and small business;
  • Capable of working in a fast-paced, collaborative environment;
  • Strong work ethic.

Bonus Points If You Have:

  • Paid advertising experience; 
  • Copywriting experience;
  • Experience in or a passion for the trades/construction industry;
  • Experience using Google Analytics, HeyOrca, Google AdWords, Facebook Ads Manager, or any other relevant marketing software/applications.

What’s In It For You:

  • Fair and equitable salary;
  • 15 vacation days annually, plus Christmas holidays off (we love when you’re happy and refreshed!);
  • Relaxed work environment;
  • Flexible schedule and location (#WFH if you like!);
  • Professional development opportunities, including access to some of the top training programs in the world;
  • Health spending account;
  • Team lunches, snacks (did I say we like food?), and events 🎉

Please submit a resume and a cover letter via Fitzii (here). Only applications submitted through the platform with a cover letter will be considered. Hiring will be completed by September.

We strive to build a team that reflects the diversity of the community we work in, and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please contact us at careers@reflectivemarketing.com
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