Client Success Manager

Position Summary

The Client Success Manager at Senior Living SMART serves as the strategic relationship owner and marketing program lead for assigned client accounts. This role is responsible for understanding each client’s business goals, developing and maintaining marketing roadmaps, translating performance data into meaningful insights, and coordinating internal teams to deliver measurable results.
The Client Success Manager is not a passive account liaison. This position requires strategic thinking, proactive communication, marketing fluency, strong project coordination, and the ability to connect client objectives with SLS solutions. The role works closely with subject-matter experts across strategy, technology, content, SEO, paid media, analytics, and client success to help clients achieve stronger ROI on their marketing investments.
This role requires a visible commitment to Senior Living SMART’s SPICE values: Sincere, Proactive, Innovative, Collaborative, and Engaged.

Role Purpose

• Lead assigned client relationships with strategic ownership, proactive communication, and a clear focus on measurable marketing performance.
• Translate client goals, campaign results, and market insights into actionable recommendations that improve ROI, strengthen retention, and support growth.
• Coordinate internal teams and SLS resources to ensure client work is aligned, timely, within scope, and connected to agreed-upon KPIs.
• Build trust with clients by serving as a thoughtful, knowledgeable, and engaged partner who brings ideas, clarity, and accountability to every interaction.

Key Outcomes for Success

Engaged, Highly Satisfied Clients — Clients experience strong communication, strategic guidance, proactive recommendations, and clear follow-through that support retention, renewal, and appropriate up-sell or cross-sell opportunities.
Clear Strategy and Roadmap Ownership — Each assigned client has a defined marketing strategy and roadmap aligned with business goals, KPIs, SLS solutions, and performance opportunities.
Performance Insights That Drive Action — Reporting and analytics are translated into clear narratives, client-ready insights, and forward-looking recommendations that help clients understand results and next steps.
Effective Scope and KPI Management — Client benchmarks, risks, opportunities, and scope expectations are monitored consistently, with internal coordination to improve performance and manage client expectations.
Strong Cross-Functional Collaboration — Productive, candid, and collaborative relationships are maintained with Client Success leadership, SLS subject-matter experts, strategists, technologists, and internal team members.
Continuous Learning and Industry Awareness — Knowledge of senior living sales and marketing, inbound marketing, HubSpot, reporting practices, and SLS Ways of Working continues to grow and is applied to improve client outcomes.
Positive Contribution to SLS Culture and Values — The Client Success Manager strengthens the organization by living the SPICE values and contributing to a collaborative, engaged, and proactive work environment.

Values & Working Style

At Senior Living SMART, our values are the special SPICE behind our organizational success. The Client Success Manager is expected to model these values in client relationships, internal collaboration, and daily work.

• Strategic — Connects client goals to clear marketing priorities and measurable outcomes.
• Proactive — Anticipates client needs, identifies risks early, and brings forward thoughtful recommendations.
• Integrity — Communicates honestly, follows through on commitments, and manages expectations clearly.
• Collaborative — Works effectively with clients, internal teams, and subject matter experts to deliver strong results.
• Engaged — Stays curious, accountable, and invested in client and team success.

Core Responsibilities

1. Client Strategy & Relationship Ownership

• Serve as the strategic lead and primary relationship owner for assigned client accounts.
• Develop and maintain each client’s marketing strategy and roadmap, aligning SLS solutions to client business goals, audience needs, KPIs, and growth opportunities.
• Build a strong understanding of each client’s business, market position, sales and marketing priorities, and senior living audience dynamics.
• Bring ideas, recommendations, and strategic insight to client conversations and internal planning discussions.
• Serve as the primary representative of Senior Living SMART for assigned clients, building trusted partnerships through preparation, responsiveness, and proactive communication.

2. Performance Management & Strategic Insights

• Monitor client benchmarks, KPIs, campaign performance, risks, and opportunities on an ongoing basis.
• Translate performance data into clear insights, meaningful narratives, and forward-looking recommendations for clients and internal teams.
• Connect channel performance to broader client goals, helping clients understand what the numbers mean and what actions should follow.
• Partner with analysts, strategists, and channel specialists to identify opportunities for optimization and improvement.
• Prepare for and lead results-focused client discussions that reinforce accountability, progress, and next steps.

3. Client Planning, Meetings & Communication

• Lead client meetings, planning conversations, performance reviews, and strategic check-ins with clear agendas and follow-through.
• Communicate recommendations, project updates, performance insights, and scope considerations in a clear and client-relatable manner.
• Manage client expectations by clarifying priorities, timelines, deliverables, decision points, and responsibilities.
• Proactively identify client questions, concerns, risks, or opportunities and address them before they become larger issues.
• Maintain consistent communication with the Director of Client Success regarding account health, client risks, growth opportunities, and support needs.

4. Internal Coordination & Scope Management

• Coordinate with SLS subject-matter experts, strategists, technologists, content, SEO, paid media, analytics, and other internal teams to advance client priorities.
• Ensure internal work is aligned with the approved client roadmap, scope, timeline, and performance expectations.
• Ask informed questions of specialists to assess effectiveness, understand recommendations, and connect technical work to client-facing strategy.
• Help manage scope creep through clear communication, documentation, prioritization, and escalation when needed.
• Support internal alignment by sharing client context, business goals, performance needs, and relevant feedback with the right team members.

5. Marketing Knowledge & Platform Fluency

• Maintain a strong working knowledge of inbound and digital marketing tactics, including content, SEO, paid media, email, website performance, traditional media, marketing automation, and analytics.
• Understand HubSpot and SLS Ways of Working well enough to support client strategy, identify opportunities, collaborate with technical teams, and communicate clearly with clients.
• Stay current on senior living industry trends, especially sales and marketing developments, and use those insights to recommend relevant opportunities for clients.
• Participate in formal and informal learning opportunities to strengthen marketing, client success, analytics, and senior living knowledge.

6. Persona Development & Audience Understanding

• Work with Brand Strategy team to develop client personas using client interviews, resident insights, research, team collaboration, and available performance data.
• Use persona insights to inform messaging, campaign strategy, content priorities, and recommendations across the client roadmap.
• Ensure client strategy reflects the needs, motivations, and decision-making behaviors of seniors, adult children, and other senior living audiences.

7. Culture, Ownership & Professionalism

• Demonstrate proactive ownership by identifying needs, following through on commitments, and closing loops with clients and internal teams.
• Work with clients and SLS team members in a collaborative, respectful, and solutions-oriented manner.
• Contribute to a strong team culture by modeling the SPICE values: Sincere, Proactive, Innovative, Collaborative, and Engaged.
• Perform other related duties as needed to support the Client Success function.

 
Key Competencies

Competency	What Strong Performance Looks Like
Client Orientation	Builds trust with clients, understands their goals, communicates clearly, and consistently acts in the best interest of both the client and SLS.
Strategic Thinking	Connects client goals, marketing tactics, performance data, and SLS solutions into clear strategies and practical recommendations.
Performance Interpretation	Understands reports and analytics, identifies meaningful trends, and turns data into client-ready insights and next steps.
Ownership & Accountability	Takes initiative, follows through, manages expectations, and ensures work moves forward without unnecessary follow-up.
Communication	Explains strategy, results, challenges, and recommendations in a clear, thoughtful, and client-relatable way.
Collaboration	Works effectively across internal teams, values subject-matter expertise, and helps create alignment around client priorities.
Problem Solving	Seeks to understand issues, evaluates options, and recommends practical solutions that support client and business outcomes.
Learning Agility	Quickly learns tools, processes, client context, industry trends, and marketing best practices, then applies that learning effectively.
Scope Awareness	Understands client retainers, timelines, expectations, and resource constraints; communicates risks and tradeoffs appropriately.
SPICE Values in Action	Demonstrates sincerity, proactive thinking, innovation, collaboration, and engagement in daily work and client interactions.

Required Qualifications

• Bachelor’s degree required; preferred fields include Marketing, Business, Communications, or a related discipline.
• Minimum of 4 years of progressive work experience in a marketing agency or in a marketing role responsible for building strategies, managing client or stakeholder relationships, and driving marketing performance.
• Experience working with digital marketing programs, campaign performance, reporting, client communication, and cross-functional teams.
• Broad understanding of marketing and the promotional mix, including traditional, digital, content, brand, analytics, email, paid media, SEO, websites, and marketing automation.
• Ability to interpret marketing performance data and communicate insights, trends, risks, and recommendations clearly.
• Strong client-facing communication, presentation, relationship management, and meeting facilitation skills.
• Strong project coordination skills, including the ability to manage timelines, priorities, expectations, and follow-through across multiple clients.
• Experience with HubSpot, marketing automation platforms, CRM tools, reporting dashboards, or related marketing technology preferred.
• Experience working with enterprise-level clients or senior living, healthcare, or multi-location service organizations is a plus. 

Recommended Performance Review Focus Areas

• Client satisfaction, retention, and relationship health.
• Quality and clarity of client strategy, roadmap ownership, and recommendations.
• Ability to translate reporting and analytics into actionable insights.
• Proactive communication, ownership, and follow-through.
• Management of scope, priorities, risks, and client expectations.
• Cross-functional collaboration with internal SLS teams.
• Knowledge growth in senior living, marketing strategy, HubSpot, and SLS Ways of Working.
• Demonstration of SPICE values in client and internal interactions.

Values & Working Style

At Senior Living SMART, our values are the special SPICE behind our organizational success. The Client Success Manager is expected to model these values in client relationships, internal collaboration, and daily work.

• Strategic — Connects client goals to clear marketing priorities and measurable outcomes.
• Proactive — Anticipates client needs, identifies risks early, and brings forward thoughtful recommendations.
• Integrity — Communicates honestly, follows through on commitments, and manages expectations clearly.
• Collaborative — Works effectively with clients, internal teams, and subject matter experts to deliver strong results.
• Engaged — Stays curious, accountable, and invested in client and team success.

Benefits & Perks

• 100% remote opportunity within the United States or Canada.
• Top-tier medical insurance with contribution options for individual and family packages.
• Paid time off, paid holidays, and sick days.
• 401K with employer matching.
• Continued education, certification, and/or training budget.
• Annual reviews with long-term growth opportunities.

Other Terms

Work Week: Normal office business hours and on-call as needed for urgent client or business needs.
Work Location: Remote, within the United States.
Travel: Limited overnight travel may be required.
 
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described and may be amended at any time at the sole discretion of the Employer.

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