This role exists to own client outcomes, protect the performance team, manage the P&L of your pod, and drive growth-led decisions for your clients.
Each pod is made up of a client success manager, client success exec, performance manager, performance exec, and an analyst. Together, they work across about 8-10 client accounts at a time. We hire more as needed to ensure quality control and prevent staff burnout.
What you will actually do:
As a Client Success Manager, you are the commercial and strategic owner of your client portfolio.
You sit between:
- Clients with opinions, pressure, and targets
- Performance teams that need clarity, protection, and direction
Your job is to make both sides win without burning either.
Client Leadership
- Senior client relationships end-to-end, not just meetings and decks
- Lead conversations around business outcomes, not just channels, budgets, or placements
- Push back on bad ideas, unrealistic timelines, and scope creep with confidence and logic
- Translate performance data into clear, decisive recommendations clients trust
- Be calm, firm, and credible when things don't go as planned
Media & performance ownership
- Be media-native. You should understand Search, Social, PMAX, LinkedIn, Meta, TikTok, etc., without needing hand-holding
- Read and challenge media plans, forecasts, and performance reports instinctively
- Understand metrics deeply (CPL, CPA, CAC, ROAS, CVR, funnel drop-offs, attribution issues)
- Spot performance risks early and act before they become client problems
- Fight for the performance team when client requests will clearly hurt results
Internal team leadership
- Lead, train, and upskill Client Success Executives reporting to you
- Set standards for client communication, reporting quality, and expectation management
- Be a strong collaborator with Performance, Creative, Analytics, and Leadership
- Keep internal teams focused, protected, and aligned, not reactive or burnt out
- Escalate only when needed, and always with a clear point of view
What we are NOT looking for:
- A pure project manager
- A relationship manager who avoids hard conversations
- Someone who only understands best practices but not trade-offs
- Someone who needs validation before pushing back on a client
- Someone who hides behind decks instead of making decisions
Hard Requirements (non-negotiable)
- Native or near-native English speaker (written and spoken)
- Good understanding of the Singapore market, clients, and decision-making culture
- 45 years of experience in client success/account management within a performance marketing agency
- Able to think beyond channels and into growth, revenue, and business impact
- Comfortable leading senior client conversations without guidance
- Strong Excel / Sheets skills and data fluency
- Proven experience managing multiple clients without dropping standards
- Experience leading or mentoring junior account/client success team members
Nice to have (but not required)
- Experience with B2B, tech, or education brands
- Former media buyer or someone who has run campaigns hands-on before
- Experience working with international teams
- Exposure to analytics tools beyond ad platforms (GA4, attribution tools, CRM data)
