Client Success Manager

About FanBase

FanBase is a performance-driven, service-first digital marketing agency that helps premium dental practices grow through strategic digital advertising.

We deliver boutique-level service with big-agency expertise—and we do it with honesty, energy, accountability, and genuine care for our clients.

We believe great marketing is only half the equation. Exceptional communication, trusted relationships, and strategic guidance are what create long-term partnerships.

Our culture is collaborative, transparent, fun, and built around doing what we say we're going to do.

If you're the kind of person who loves building relationships, solving problems, thinking strategically, and helping businesses grow, you'll fit right in.

The Opportunity

We're looking for an experienced Client Success Manager to become the trusted advisor for a portfolio of clients.

This isn't a campaign execution role.

Instead, you'll own the client relationship from onboarding through long-term growth. You'll help clients develop marketing strategies, understand performance, identify opportunities, and feel confident that FanBase is helping them achieve their business goals.

You'll work closely with our Operations team, who execute campaigns, while you focus on relationship management, communication, strategy, and client success.

This role is perfect for someone with agency experience who wants more ownership, greater strategic influence, and the opportunity to become an integral part of a growing company.

At FanBase, you won't be another account manager pushing reports.

You'll become a trusted business partner to your clients.

What You'll Own

As a Client Success Manager, you'll be responsible for the overall health, satisfaction, retention, and growth of your assigned client portfolio.

You'll build trust, provide strategic guidance, simplify complex marketing data, and ensure every client feels informed, supported, and excited about the direction of their marketing.

Your success will be measured not only by client retention—but by the confidence your clients have in FanBase as their long-term marketing partner.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for your portfolio of clients.
• Build long-term, trust-based relationships.
• Lead client meetings, strategy calls, monthly reviews, and Quarterly Business Reviews.
• Communicate proactively so clients are never left wondering what's happening.
• Ensure every client feels heard, valued, and supported.

Strategic Marketing & Growth Planning

• Develop marketing strategies aligned with each client's business goals.
• Recommend budgets, channel mix, creative direction, messaging, and growth opportunities.
• Analyze campaign performance and translate marketing metrics into business insights.
• Identify opportunities to improve lead quality, appointment volume, conversion rates, and ROI.
• Collaborate with Operations to implement strategic recommendations.
• Help clients make informed marketing decisions that support long-term growth.

Client Communication

• Execute proactive communication throughout every client relationship.
• Send weekly "Bridge the Gap" updates.
• Provide monthly performance reviews.
• Lead Quarterly Business Reviews.
• Respond promptly to client questions and requests.
• Manage expectations while building confidence and trust.

Performance & Reporting

• Monitor campaign performance through AgencyAnalytics.
• Identify opportunities and potential issues before clients do.
• Present performance reports in a way that's clear, meaningful, and actionable.
• Translate data into strategic recommendations rather than simply reporting numbers.
• Act as a trusted advisor—not just a messenger.

Internal Collaboration

• Partner closely with Operations to ensure campaigns align with client strategy.
• Coordinate priorities, deliverables, and timelines across departments.
• Write clear strategy briefs and communicate client priorities internally.
• Escalate challenges with recommended solutions.
• Keep HubSpot and Monday.com organized and up to date.

What Success Looks Like

Within your first 3–6 months:

• Clients consistently feel informed, supported, and confident in our partnership.
• Marketing strategies are clear, focused, and aligned with client goals.
• Communication is proactive rather than reactive.
• Internal teams feel organized and aligned.
• Clients view you as a trusted advisor—not simply their account manager.
• You're helping improve retention while identifying opportunities for long-term client growth.

What We're Looking For

We're looking for someone who's confident, strategic, relationship-focused, and eager to grow.

Requirements

• 3+ years of experience in Client Success, Account Management, Customer Success, or Digital Marketing.
• Agency experience strongly preferred.
• Strong understanding of digital marketing, including Meta Ads, Google Ads, SEO, lead generation, and analytics.
• Proven ability to manage multiple client relationships simultaneously.
• Comfortable leading client meetings and presenting performance insights.
• Excellent written and verbal communication skills.
• Highly organized with exceptional follow-through.
• Able to work independently in a remote environment.
• Experience using HubSpot, Monday.com, AgencyAnalytics, Microsoft Teams, or similar platforms.

You'll Thrive Here If You Are...

• Someone clients naturally enjoy working with.
• A strategic thinker who enjoys solving business problems.
• Calm, confident, and professional under pressure.
• Proactive—you solve problems before they become issues.
• Naturally accountable and dependable.
• Curious, coachable, and committed to continuous improvement.
• Comfortable leading conversations while collaborating closely with teammates.
• Someone who understands when to lead, when to support, and when to collaborate for the good of the team.

Bonus Points If You Have

• Experience working in a digital marketing agency.
• Experience serving healthcare or dental clients.
• Experience coordinating paid advertising campaigns.
• Familiarity with Meta Ads, Google Ads, Google Analytics, or AgencyAnalytics.
• Experience leading Quarterly Business Reviews or strategic planning sessions.
• A passion for helping businesses grow.

Why FanBase?

Because your work should matter.

We're building something special—a high-performing agency known not just for exceptional marketing, but for exceptional client partnerships.

We believe in giving our team ownership, trust, flexibility, and opportunities to grow.

You'll work alongside people who care deeply about doing great work, supporting one another, and continually raising the bar.

If you're looking for a place where you can build meaningful client relationships, think strategically, make a measurable impact, and grow your career—we'd love to meet you.

What We Offer

• $60,000/year base salary
• PTO + Sick leave
• Healthcare benefits
• Retirement Match Plan
• Flexible schedule and 100% remote — work from anywhere
• Clear growth path: this role is designed to grow with the company
• Quarterly bonus opportunity tied to team performance
• A small team where your work is visible and your impact is real

Benefits:

• Flexible schedule
• Paid time off

Application Question(s):

• Tell me about a client relationship you built from scratch. How did you establish trust, and what did that relationship look like 12 months in?
• Walk me through a time you identified a marketing opportunity or problem for a client before they did. What was the situation and what did you recommend?
• Describe a time a client was frustrated or losing confidence in your agency. What did you do, and what was the outcome?
• What does your regular client communication cadence look like? How do you make sure clients never feel left in the dark?
• Give me an example of how you've taken campaign performance data and turned it into a strategic recommendation a client could act on — not just a report they had to interpret themselves.

Work Location: Remote