Client Success Manager

• Position title: Client Success Manager/Senior Client Success Manager
• Work area: Client Fulfillment
• Reports to: Head of Client Success
• Positions directly supervised: None (mentorship role only)
• Positions indirectly supervised: May mentor CSMs and Client Success Associates
• Growth opportunities: Client Success Director, Account Strategist, VP of Client Success
• Full/Part-time: Full-time
• Work schedule: Business hours (9 am – 5 pm Arizona time)

Company Overview

Tree Care Marketing Solutions (TCMS) is an award-winning digital marketing company based in Tucson, AZ that specializes in marketing for tree care companies across North America. We are a premium provider in this space – clients come to us for a comprehensive online marketing solution, including a custom website, in-depth content, PPC, SEO, and best-in-class marketing that’s completely done for them and generates exceptional results. Our clients stay with us for years and many become good friends. We go the extra mile to deliver the best possible outcomes because we really care about their success.

ABOUT THIS ROLE

As a Client Success Manager (or Senior CSM), you are a strategic partner and trusted advisor to our most important and complex client accounts. You go beyond account management to serve as a marketing consultant, using your deep expertise in tree care marketing to develop strategies, interpret complex data, generate creative solutions, and guide clients toward optimal results.

You independently manage a portfolio of up to 15 high-value, complex, or demanding client accounts that require sophisticated marketing strategy, data analysis, and consultative guidance. You don't just report results—you explain the "why" behind performance, identify opportunities, and recommend strategic pivots. You lead strategic planning sessions, present data-driven insights, and help clients make informed decisions about their marketing investments.

Beyond your client portfolio, you serve as a marketing thought leader within TCMS, mentoring Client Success Associates and Assistants, contributing to service development, and helping to set the standard for client success excellence.

The bottom line function for this position is to maximize client success, retention, and lifetime value through strategic marketing expertise, proactive problem-solving, and exceptional consultative service. You drive measurable business results for clients while identifying opportunities to expand relationships.

MISSION FOR CLIENT SUCCESS MANAGER

To drive exceptional client outcomes and maximize client lifetime value through strategic marketing expertise by:

• Managing and growing our most valuable, complex, and strategic client relationships
• Providing expert marketing consultation and strategic guidance based on deep industry knowledge
• Analyzing campaign performance at a sophisticated level and explaining the "why" behind results
• Developing and recommending data-driven marketing strategies and tactical adjustments
• Identifying growth opportunities (upsells, service expansion) through strategic consultation
• Serving as a marketing thought leader and mentor within the client success team
• Setting the gold standard for strategic client management and results optimization
• Contributing to service innovation and best practice development

OUTCOMES // KPIs

Client Retention, Satisfaction & Growth

• Maintain a minimum 95% retention rate for assigned high-value client portfolio
• Achieve a minimum client satisfaction score of 4.8/5 in quarterly surveys
• Identify and close a minimum of 2 upsell/expansion opportunities per quarter
• Generate a minimum $ of $50K in incremental annual revenue through account growth
• Zero high-value client losses due to service quality or communication issues

Strategic Marketing Performance

• Improve average client ROI/performance metrics by a minimum of 15% year-over-year through strategic optimization
• Provide strategic recommendations that result in measurable performance improvements for 80% of clients
• Successfully execute a minimum of 2 major strategic pivots per quarter based on data analysis
• Identify and communicate performance trends and opportunities within 48 hours of detection

Thought Leadership & Team Development

• Mentor a minimum of 2 CSMs or Associates monthly, with documented improvement in their performance
• Contribute a minimum of 3 significant process improvements or best practices per quarter
• Lead a minimum of 1 internal training session per month on strategic topics
• Develop a minimum of 1 case studies per quarter showcasing client results

Communication & Strategic Consultation

• Lead strategic planning sessions with 100% of assigned clients quarterly
• Conduct regular check-in calls with 100% of clients per the agreed-upon schedule
• Respond to all client inquiries within 4 business hours
• Deliver sophisticated, actionable marketing insights in 100% of monthly reports

Quality & Delivery Excellence

• Maintain a 98% on-time delivery rate for all client deliverables
• Zero escalations due to strategic misalignment or miscommunication
• Achieve 100% accuracy in deliverable QA reviews

KEY FUNCTIONS AND RESPONSIBILITIES

Strategic Client Relationship Management

• Manage portfolio of up to 15 high-value, complex, or demanding accounts
• Lead strategic planning sessions and consultations
• Identify and develop account expansion opportunities

Marketing Strategy Development & Optimization

• Develop sophisticated marketing strategies
• Analyze and optimize campaign performance
• Execute strategic pivots when needed

Advanced Data Analysis & Insights

• Provide sophisticated analysis of marketing performance
• Explain the "why" behind results
• Generate forward-looking recommendations

Client Meeting Leadership & Consultation

• Lead high-level client meetings and presentations
• Provide expert marketing consultation
• Communicate results and recommendations persuasively

Complex Problem-Solving & Issue Resolution

• Handle sophisticated client challenges
• Manage difficult conversations professionally

Project & Campaign Coordination

• Coordinate complex, multi-channel campaigns
• Manage client expectations and change requests
• Quality assurance for complex deliverables

Tree Care Industry & Marketing Expertise

• Maintain deep knowledge of tree care industry
• Expert understanding of tree care marketing
• Apply industry knowledge to strategy

Thought Leadership & Team Development

• Mentor Client Success Managers and Associates
• Lead training and knowledge sharing
• Contribute to service innovation

Process Improvement & Best Practices

• Drive continuous improvement
• Maintain and enhance documentation

Professional Development & Industry Engagement

• Maintain cutting-edge marketing expertise
• Build professional network

NOTE: This list does not encompass all tasks and is a guideline for best practices and minimum standards for this position. This may be updated at a future time.

COMPETENCIES

Strategic Marketing Expertise

• Marketing Strategy Development: Advanced ability to develop comprehensive, multi-channel marketing strategies
• Strategic Thinking: Strong strategic thinking skills; can see big picture and develop long-term plans
• Data Analysis & Insights: Advanced analytical skills; can interpret complex data and derive actionable insights
• Marketing Channel Expertise: Deep knowledge of Google Ads, SEO, content marketing, email, social media, and other channels
• ROI & Performance Optimization: Expert understanding of marketing ROI, attribution, and performance optimization
• Industry Knowledge: Deep understanding of tree care industry, business models, and marketing best practices
• Competitive Intelligence: Ability to analyze competitive landscape and incorporate into strategic recommendations

Digital Marketing Mastery

• Google Ads/PPC: Advanced knowledge; can develop strategies, optimize campaigns, and troubleshoot complex issues
• SEO: Advanced knowledge; understands technical SEO, content strategy, and local optimization for tree care
• Email Marketing: Advanced proficiency with platforms, automation, segmentation, and campaign optimization
• Social Media Advertising: Advanced understanding of paid social strategies across platforms
• Marketing Automation: Proficient with platforms like Active Campaign, HubSpot; can design sophisticated workflows
• Web Analytics: Expert with Google Analytics, Google Tag Manager, Search Console; can derive sophisticated insights
• Conversion Optimization: Strong understanding of conversion rate optimization and user experience
• Content Strategy: Advanced understanding of content marketing strategy and execution

Consultative & Communication Skills

• Consultative Selling: Ability to identify opportunities and present recommendations consultatively (not sales-focused)
• Executive Presence: Confident, credible presence in meetings with senior client stakeholders
• Presentation Skills: Excellent presentation skills; can deliver compelling, polished presentations
• Data Storytelling: Ability to turn complex data into compelling narratives that drive action
• Written Communication: Outstanding written communication; can create sophisticated reports, proposals, and documentation
• Verbal Communication: Excellent verbal skills with American accent; articulate, confident, and persuasive
• Simplified Explanation: Expert at explaining complex marketing concepts in accessible terms
• Active Listening: Strong listening skills; can understand nuanced client needs and concerns

Strategic Problem-Solving & Innovation

• Complex Problem-Solving: Advanced problem-solving skills; can navigate sophisticated challenges independently
• Critical Thinking: Strong critical thinking; can analyze situations from multiple angles and identify optimal solutions
• Creative Thinking: Innovative thinking; can generate creative marketing ideas and solutions
• Strategic Decision-Making: Makes sound strategic decisions based on data, experience, and business objectives
• Change Management: Ability to guide clients through strategic changes and pivots successfully

Client Relationship & Interpersonal Skills

• Relationship Building: Exceptional ability to build deep, trust-based relationships with senior stakeholders
• Emotional Intelligence: High emotional intelligence; reads situations and people well
• Influence & Persuasion: Strong ability to influence client decisions and gain buy-in for recommendations
• Conflict Resolution: Skilled at handling difficult conversations and resolving conflicts diplomatically
• Client Advocacy: Strong client advocacy balanced with realistic expectations and company interests
• Empathy: Deep empathy; understands client perspectives, pressures, and challenges

Leadership & Mentorship

• Mentorship: Effective mentor; can develop others' strategic thinking and client management skills
• Teaching Ability: Strong teaching skills; can transfer knowledge effectively to team members
• Leading by Example: Sets high standards and models best practices for team
• Coaching: Provides constructive feedback that helps others grow and improve

Technical & Organizational Skills

• Project Management: Strong project management skills; can coordinate complex, multi-workstream initiatives
• Attention to Detail: Extremely detail-oriented; maintains high quality standards even with complex work
• Time Management: Excellent time management; balances strategic work with day-to-day execution
• Software Proficiency: Advanced proficiency with Google Suite, Microsoft Office, Monday.com, Slack, Zoom, Notion
• Marketing Tools Mastery: Proficient with wide range of marketing tools and platforms
• Learning Agility: Quick to learn new tools, technologies, and strategies

Personal Qualities

• Ownership Mentality: Takes complete ownership of client success and business outcomes
• Results-Oriented: Driven by achieving measurable results for clients
• Resilience: Maintains composure and effectiveness under pressure
• Adaptability: Thrives in changing environment; adjusts strategies based on evolving situations
• Initiative: Proactively identifies opportunities and takes action without being asked
• Continuous Learning: Committed to continuous professional development and skill enhancement
• Professionalism: Maintains highest levels of professionalism in all situations
• Positive Attitude: Maintains optimistic, can-do attitude even when facing challenges

QUALIFICATIONS

Required Qualifications

• 5+ years of experience in marketing agency, account management, or marketing consulting role
• Proven track record of managing high-value client accounts successfully
• Demonstrated expertise in digital marketing strategy and execution
• Strong experience developing and optimizing multi-channel marketing campaigns
• Advanced data analysis skills with ability to derive strategic insights
• Excellent presentation and communication skills
• Experience leading strategic planning sessions and consultations
• Proven ability to drive measurable client results and ROI improvement
• Strong understanding of B2B or service-based business marketing
• Bachelor's degree in Marketing, Business, Communications, or related field
• Excellent written and verbal English communication skills (American accent)
• Reliable internet connection and professional home office setup

Preferred Qualifications

• Experience in tree care, landscaping, green industry, or home services marketing
• MBA or advanced degree in Marketing or related field
• 7+ years of marketing agency or consulting experience
• Experience managing enterprise-level or high-value accounts ($50K+ annual contracts)
• Track record of growing accounts through strategic consultation and service expansion
• Experience mentoring or training junior team members
• Digital marketing certifications

Note: While certifications are preferred, equivalent practical experience and demonstrated expertise may be considered.

CORE VALUES ALIGNMENT

Crystal Clear Communication

As a Senior CSM, you set the standard for communication excellence. You communicate complex marketing concepts with clarity, provide honest assessments of performance, and ensure clients always understand the "why" behind your recommendations. You proactively share insights, flag concerns early, and never leave clients guessing about their campaigns or results.

Stronger Together

You recognize your success depends on collaboration with technical specialists, project managers, and the broader team. You mentor CSMs and Associates to build team capabilities, share your knowledge generously, and contribute to continuous improvement. You celebrate team wins and help others succeed, recognizing that developing others strengthens the entire organization.

Total Ownership

You take complete ownership of your client accounts and their business outcomes. You don't blame external factors or make excuses—you take responsibility for results and work proactively to drive success. When accounts face challenges, you own the solution and see it through to resolution.

Client Champions

You are a fierce advocate for your clients while maintaining realistic expectations. You ensure clients receive strategic guidance, exceptional service, and measurable results. You celebrate their wins, help them navigate challenges, and position them for long-term success. Your clients know you are genuinely invested in their business growth.

Ever Forward

You embody continuous learning and improvement. You stay at the forefront of marketing trends, constantly expand your expertise, and bring fresh ideas to client strategies. You ask "why" to understand root causes and develop better solutions. You look for ways to improve processes, strategies, and outcomes—never settling for "good enough."

WORK ENVIRONMENT

This is a fully remote position working with a distributed team across multiple time zones. Core working hours are 9am-5pm Arizona Time. The role requires daily participation in team video meetings, frequent high-level client calls, strategic planning sessions, and collaboration via Slack, Zoom, and other digital communication tools.

Note: This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned to meet the ongoing needs of the organization.