Darkroom's Client Success Managers bridge the gaps between our service teams and clients, focusing on support and satisfaction. Essential to the success of all stakeholders, Client Success Managers see our clients as equal, involved partners in our work. As a member of our Operations team, you will work with our Creative Project Manager to build lasting relationships, create procedures that optimize the client experience, provide technical support, and advocate for our clients (often identifying their needs before they know it themselves). Day-to-day, you'll shepherd our clients through our design and development services for e-commerce. The right candidate is someone who will both work proactively to ensure customers are satisfied with the services they receive and reactively to improve upon areas of dissatisfaction. You also know or have a love for CPG, DTC e-commerce, and digital products.
What you'll do:

• Act as an account owner, providing thoughtful insights to both the customer and internal stakeholders to ensure our clients' ongoing success, referenceability, and overall satisfaction
• Establish yourself as a trusted partner for our clients, collaborating with internal and external contributors to answer questions and guide clients towards solutions for their pain points
• Build lasting client relationships from initial kickoff through project execution and completion, ultimately stewarding clients into our recurring services
• Draw upon a breadth of knowledge - from Shopify technical skills to customer retention optimization practices and more - to shepard clients through the design and development of e-commerce sites
• Contribute to agency-wide policies and procedures that optimize our clients' experiences
• Identify opportunities to upsell and cross-sell clients on our growing list of services
• Utilize your technical expertise to support clients or provide training on our digital products

What you'll need to be successful:

• Bachelor's Degree or similar equivalent experience
• Minimum 4 years of experience as a Customer Success Manager, Account Manager, or Partner Manager, preferably in consumer products, apps, or services for well-known consumer brands
• Direct experience with e-commerce, content management systems, and digital marketing platforms - namely Shopify, WordPress, Klayvio
• Excellent communication skills (written and verbal) with an understanding of situational best practices
• Strong analytical, problem solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Highly organized with the ability to effectively manage multiple tasks and competing priorities
• Experience and comfort interactive with and influencing C-level executives
• Enterprise-ready, solution-oriented mindset to understand and solve complex client issues

About Darkroom & Employee Benefits:
Darkroom is a vertically integrated digital agency pioneering the next generation of consumer-facing brands. Our team has been responsible for generating hundreds of millions of dollars in market value for some of the most innovative brands in the world. A category leader in results-driven growth marketing, Darkroom's success is attributed to our unique partnership model, purposefully built to launch brands to market and accelerate growth across direct-to-consumer. Our model is predicated on four major disciplines - Brand & Identity, Digital Products, Creative Production, and Growth Marketing - threaded by one cohesive, interdisciplinary team.
Taking the startup mindset to the agency space, the collective expertise of our team of entrepreneurs and senior digital marketers are deeply aware of the newest trends in e-commerce, development, and digital marketing. Our learned experience has allowed us to take clients (and internal ventures) from $0 to millions in revenue in just a few months. We work with game-changing brands: Verb Energy, Everytable, VYBES, Joybird, & Maaji - to name a few.
We're building the future of advertising and are looking for the minds to help us do it. We only seek out the best-from our clients to our people. Our team is our most sacred asset, and we offer highly competitive salaries and the following perks:

• Darkweek, Unlimited Vacation Policy, and Holidays: Rebooting is one of the most important parts of growth. At Darkroom, you have access to an unlimited vacation policy, our annual "Darkweek" full office closure, and 10 holidays throughout the year to keep you recharged and sharp.
• Location, location, (or no) location: Office and work locations where the most talented people want to live. Employee hubs include Los Angeles, New York, Ukraine, and Albania (Commuter benefits in LA only). Remote work for certain jobs applicable.
• Wellness: Company-sponsored medical, dental, and vision benefits with, so you can stay as healthy as can be.
• Finances, growth, and retirement: After one year with Darkroom, we deliver a robust 401k program with company match, and a profit-sharing opportunity so we can help you save as the company grows.
• Creativity at our core: in-house Los Angeles-based studio with some of the best creatives in the business.
• Growth-oriented with endless opportunities: contribute to one of the fastest-growing advertising agencies in the United States.
• Darkroom Labs: internal idea factory with no boundaries. Come up with ideas for new tools, technology, or products
• Work on the best with the best: we are highly selective with who we work with- both clients and team members. Our business development process is characterized by finding "right-fit," category-leading brands. We look for the people to match.