Client Success Manager (Account Management)

| Venice

The Client Success Manager will be responsible for leading client services and across the team’s Brand and Agency client base, and also for encouraging repeat sales and recurring revenue. Our clients are incredible brands like Bravo, Netflix, Goop, Drybar, and more. You are a tour de force when it comes to managing executive-level relationships and driving overall account satisfaction, growth, and retention. You aren’t shy to upsell a client and build a long-term relationship that helps the business generate revenue. You will be expected to be a leading expert in a product-focused company and fast-moving industry.

Responsibilities

  • Oversee 10-15 Brand/Agency client partner relationships, ensuring campaign success and progress.
  • Work closely with Campaign Operations team to ensure the campaign is hitting goals and deadlines for the client - the Campaign Operations team actually runs the campaigns, and you'll be more focused on client services and devising opportunities for capturing repeat business.
  • Create persuasive narratives using data to convince clients to increase their campaign size and frequency, working closely with members of the Sales and Campaign Strategy teams.
  • Be well-versed in both our Managed Service and Self-Serve offerings, and be able to sell the right new products to your current clients. Communicate regularly with clients, building a strong partnership and understanding their needs as the partnership grows.
  • Be an industry expert, constantly learning about ways to improve our client services and product offerings in the brand/ marketing/agency community.
  • Represent the clients’ needs and goals to the internal team at Heartbeat, work with the Product team to share client needs and implement product solutions. Proactively assess, clarify, and validate partners’ expectations and new platform feature sets/reporting
  • Be a creative problem solver - develop, test, and optimize new client retention strategies and new processes
  • Drive thought leadership by creating and presenting case studies and articulating relevant data to clients and internal team members
  • Provide weekly updates on client satisfaction, repeat business, and overall team goals and OKRs
  • Collaborate with other Heartbeat departments to ensure best-in-class project execution and high client retention rate
  • Evangelize Heartbeat’s unique vision and product offering within the LA tech community

Requirements

  • 4+ years experience working with advertising agencies in a client services/selling capacity OR experience on the brand/marketing team for a consumer brand
  • Knowledge of the agency/brand marketing space - you know the difference between a media agency and a creative agency and can "talk the talk" of the digital marketing industry
  • Obsessed with finding proactive ways to keep clients happy - attention to detail, time-sensitive attitude, creative problem solving, loves coming up with cool campaign ideas
  • "People person" - you enjoy taking clients out for coffee or lunch, and truly building relationships with your clients
  • Collaborative, but competitive seller mindset - while you won't be a new business seller, you aren't intimidated by sales, quotas, or individual goals, and you enjoy working with the sales team to close deals and help with pitch decks
  • Strong in-person and phone speaking skills - articulate and well-spoken
  • Strong understanding of business fundamentals - you understand why startups need to focus on revenue, margins, and other business metrics
  • You're comfortable with change and evolution - you're genuinely excited about helping grow a company from 25 to 100 employees and understand the personal career growth potential that comes with it. 
  • BS/BA degree or higher
  • Knowledge of Google Slides, Sheets - you feel comfortable building decks along with a designer or on your own
  • You are eager to help build company culture, and you embody Heartbeat's values:
    • Learning Mindset
    • Initiative and Project Ownership: “Fill the Gap”
    • Passionate hard work
    • Thinking Completely
    • Honesty and Transparency
    • Grit and Resilience
    • Pride In Our Work

Pay structure

For this role, you’ll have a $60-65k base with a huge upside from commissions. You’ll be eligible for bonuses and commissions that have unlimited potential for growth. Current CSM earnings range from $90k-$170k in yearly pay. A more sales-focused CSM can earn more.

You'll have unlimited vacation and sick days, health, dental, vision, monthly team outings, plenty of snacks daily, monthly facilitated team-building and learning sessions, and an office space that overlooks the Venice Beach boardwalk. 

Before applying, please take a look at our website, heartbeat.com, and do some digging on the business. We're looking for someone who is hungry to take an already exciting startup to the next level, and to be a part of changing the way brands interact with their consumers. 

Interview Process

If we decide you might be a fit, we'll invite you for a video interview, via Zoom meetings. These are quick 15-20 minute interviews to get to know you. If you advance to the next round, we like to conduct more structured, in-person interviews at our Venice office. We're looking forward to meeting you! 

More About Heartbeat

Founded in 2016 and currently at 26 employees, Heartbeat is a venture-backed marketing tech startup that helps brands build communities of eager brand loyalists, activating everyday consumers to create trackable influencer-style marketing campaigns, answer survey questions, and engage with brand content. Our mission is to empower the voices of real people and break down the barrier between brands and their consumers using data and technology. With both full-service and self-serve options, Heartbeat can help consumer brands of all types and sizes achieve their marketing goals. 

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ModemizrLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • CakePHPFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • SketchDesign

Location

We're located right in the heart of Venice! Our office is right on the boardwalk one block from Starbucks.

An Insider's view of Heartbeat

What’s the vibe like in the office?

We like to have music playing, we're dog-friendly, and we genuinely enjoy each other's company. Everyone at Heartbeat is excited to be here, and each person's personality helps define our growing culture. Our beachside office vibe keeps everything fun and lighthearted, and we're pumped about what we're building.

Kate

COO

What projects are you most excited about?

Working with real people (women in particular) on Instagram!

Lacy

Client Success Manager

What makes someone successful on your team?

Someone who works hard, takes initiative and doesn't confine themselves to just their role. We all help each other because team work actually exists here and we have fun doing it. There's a lot of laughs and love.

Jackie

Operations Associate

How do you make yourself accessible to the rest of the team?

I always try to make myself available, openly communicate and make sure to have fun with my team. We do team lunches and coffee every week which gets us recharged and reconnected!

Jose

Campaign Strategist

What are some things you learned at the company?

I love being part of Heartbeat because we're creating something new and innovative in the marketing space, we believe in fempowerment, and we're in that unique startup phase where we actually have all the pieces to the puzzle and we're just trying to figure out how they all fit together to continue optimizing our product.

Mary Stuart

Director of Partnerships

What are Heartbeat Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
We have several health insurance plan options, and we typically cover 50% of premiums. We're a growing startup, so adding new benefits is a huge focus for us this year.
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
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