What are the responsibilities and job description for the Client Success Manager position at IM Digital?
Ready to help businesses realize their goals? We're looking for a Client Success Manager.
IM Digital is seeking a Client Success Manager to join our growing team. In this role, you’ll serve as a trusted advisor, guiding our clients toward achieving their digital goals. You’ll act as a liaison, ensuring seamless collaboration between our internal teams — Strategy, Creative and UX Design, Solution Architects, Engineering — and the stakeholders we support.
What You’ll Do:
- Build strong, lasting relationships with a portfolio of partners, becoming an expert on their needs and goals.
- Own the client experience, ensuring seamless implementation and adoption of our digital solutions.
- Drive client success by monitoring key analytics and KPIs, proactively identifying and addressing challenges, and providing data-driven recommendations for optimization.
- Oversee the end-to-end management of client projects, ensuring delivery on time, within scope, and aligned with client expectations.
- Identify opportunities for clients to expand their digital footprint through upselling and cross-selling efforts.
- Become the voice of the client internally, advocating for their needs and ensuring their feedback is incorporated into future product and service offerings. Act as an escalation point for client concerns and proactively work to resolve complex issues.
- Drive accountability and performance, ensuring team members meet project goals and requirements.
- Lead one or more cross-functional teams, with experience managing international software development teams.
- Improve Processes: Strong background in developing, refining, and implementing scalable workflows and processes.
What We’re Looking For:
- A deep understanding of both DTC and B2B digital experiences with a focus on strategy, conversion rate optimization, data-led insights and ecommerce architecture.
- 3 years of experience in a client-facing role (CSM, Technical Project Manager, or similar), ideally in a service-based company.
- Understanding of how commerce platforms like Shopify, Salesforce, and Adobe Commerce are maintained.
- Experience working with agile development teams and using project management tools like Jira and Confluence.
- Working knowledge of e-commerce business processes, including driving and reporting on key metrics.
- Experience working with system integrations (ERP, OMS, PIM, etc.).
- Proven ability to manage client relationships, deliver projects on time, and lead teams.
- Excellent communication, problem-solving, and time management skills.
- Self-managing, driven, and a learning mindset.
- ET or CT time zones preferred
Why Join Our Team?
At IM Digital, we build digital experiences that inspire users and drive results. You’ll have the opportunity to work with a talented team of creatives, strategists, and technologists on projects that are constantly pushing the boundaries of what's possible.
If you’re a highly motivated individual who enjoys bringing client dreams to life, we encourage you to apply!
- Access to 401k plan with company matching
- Health/dental/vision insurance