Get AI-powered advice on this job and more exclusive features.WOO Agency is evolving and seeking a Client Success Manager as part of our strategic transformation.
This role is the primary client-facing position responsible for managing client relationships, project delivery communication, and ensuring exceptional client experience throughout our service delivery.
The Client Success Manager will be the trusted advisor and primary point of contact for all client interactions.Key ResponsibilitiesClient Relationship ManagementServe as primary point of contact for all assigned client accountsBuild and maintain strong, long-term client relationships based on trust and resultsConduct regular client check-ins and strategic business reviewsIdentify opportunities for account growth and service expansionManage client expectations and communicate value deliveredProject Delivery & CommunicationLead client communication throughout entire project lifecycle from brief to deliveryManage project timelines, milestones, and deliverable presentations to clientsCoordinate client feedback, revisions, and approval processesEnsure projects are delivered on time, within scope, and to client satisfactionHandle escalations and resolve client concerns promptly and professionallyStrategic Client AdvisoryUnderstand clients' business objectives and challengesRecommend AI-enhanced solutions that deliver measurable business valueEducate clients on emerging AI capabilities and implementation opportunitiesPosition additional services and capabilities that align with client goalsContribute to client strategy discussions and creative briefingsAccount Growth & RetentionIdentify opportunities for account expansion and additional project workCollaborate with Business Development Manager on growth strategiesEnsure high client satisfaction scores and retention ratesManage contract renewals and service agreement negotiationsTrack and report on account health and growth metricsInternal CoordinationWork closely with Operations Manager on delivery planning and resource allocationCollaborate with Creative Director and CTO on project strategy and executionProvide client insights to inform service development and capability buildingParticipate in internal project planning and status meetingsEnsure seamless handoffs between client-facing and delivery teamsArticulate the benefits and capabilities of AI-enhanced creative and technical servicesHelp clients understand AI implementation opportunities within their businessCollaborate with technical teams to translate AI capabilities into business languageSupport clients through digital transformation and AI adoption journeysProfessional ExperienceMinimum 3+ years in client-facing roles within creative agency or technology servicesProven track record of managing multiple client accounts simultaneouslyExperience with project management and client communication throughout delivery cyclesAccount management experience with demonstrated ability to grow existing relationshipsB2B services experience with understanding of professional service deliveryClient Management SkillsExceptional communication skills both written and verbalRelationship building expertise with ability to become trusted client advisorProblem-solving abilities to handle client challenges and find mutually beneficial solutionsPresentation skills for client meetings, project updates, and strategic discussionsNegotiation experience with contracts, scope changes, and conflict resolution|Technical & Business AcumenUnderstanding of creative processes including design, print, content creation, and brand developmentBasic technical knowledge of web development and digital project deliveryProject management proficiency with tools like Monday.com, Asana, Jira, or similar platformsFinancial awareness of project budgets, profitability, and account economicsAI familiarity (preferred) to discuss AI-enhanced service capabilitiesCore CompetenciesCustomer-centric mindset with genuine commitment to client successAttention to detail ensuring accurate project communication and deliveryTime management with ability to manage multiple projects and deadlinesAdaptability to work in fast-paced, evolving business environmentTeam collaboration skills for working across creative and technical teamsPreferred QualificationsBachelor's degree in Business, Marketing, Communications, or related fieldAgency experience with understanding of creative and digital servicesTechnology services background with software development or digital transformation projectsAI or emerging technology exposure through previous roles or professional developmentAccount growth achievements with quantifiable results in previous positionsSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeIndustriesDesign ServicesReferrals increase your chances of interviewing at WOO Agency by 2xSign in to set job alerts for "Customer Success Manager" roles.Senior Customer Success Manager (Melbourne-based)Melbourne, Victoria, Australia 2 weeks agoCoburg, Victoria, Australia A$130,000.00-A$135,000.00 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoMoorabbin, Victoria, Australia A$85,000.00-A$110,000.00 1 month agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 5 days 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