Senior Client Success Manager

What you'll be doing

Are you a project management / client services expert in the digital media and branded content space who is passionate about delivering the best service? Have you had success working with entertainment or gaming clients? Do you enjoy and excel at handling communication across all levels of a client’s organization? Do you have 4+ years of experience working with teams such as Sales, Video, Branded Content, Design/Creative, Edit, Ad Operations and Social to deliver programs from kick-off through campaign wrap? If so, we want to hear from you.

Key Responsibilities: 

As a Senior Client Success Manager, you are the quarterback in the execution of large custom and integrated programs. Reporting to a Director, Client Success, you are the client’s main contact after the sale, ensuring their expectations are met throughout the program and delivering white-glove service. Internally, you are building timelines throughout the campaign and working with teams on production of custom offerings, ensuring launches, optimum performance and full delivery. An organized approach to project management will be imperative, balancing client needs and what our teams require to accomplish their respective deliverables. When things don’t progress as planned, you pivot and collaborate with clients and internal colleagues. You monitor performance throughout programs, recommending optimizations and upsells. Your greatest success is exceeding client expectations, having them renew a program incorporating your recommendations and getting to work with them again.

Experience that will put you ahead of the curve

• 4+ years experience in project management/account management 
• Proficiency in CRM and project management tools such as Salesforce, Asana 
• Experience in post-sale digital campaign execution
• Experience working with native content creation 
• Experience working with entertainment &/or gaming clients is preferred

What's in it for you

The expected salary range for this role is $80,000 - $105,000

This is either a Remote role for a candidate located outside of the LA area on the West Coast, or a Hybrid role from our Los Angeles Office, working three days from the office, two from home

… Plus more great benefits, which include;

• Uncapped annual leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level C5

Who are we…

We’re Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off -  through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We’ve got ambitious plans that further build on our growth momentum and unlock new opportunities – and we’re looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are. 

Different perspectives spark ideas, fuel creativity, and push us to innovate. That’s why we’re building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It’s not just about what you bring to the table — it’s about making sure the table has room for everyone.

Because a diverse team isn’t just good for business. It’s the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

#LI-Hybrid

Key Responsibilities: 

• Lead execution of larger, custom programs ranging from, but not limited to, custom branded content, custom videos, social activations, and high-impact ad units across all Future digital properties, particularly focused on brands such as Cinemablend and Games Radar.

• Lead both client and internal communication for all assigned programs, including client kick-off calls and performance check-ins.

• Communicate and partner with internal teams (i.e. Sales, Marketing, Editorial, Design, Branded Content, Social, Legal) and third-party vendors to create custom content and ad products.
• Create and maintain internal and external timelines throughout the campaign life cycle.
• Facilitate obtaining all assets from clients for Campaign, including mapping any necessary tracking assets, and QA'ing through partnership with AdOps.
• Coordinate delivery of custom content elements in conjunction with display ad campaigns.
• Ensure that campaigns launch on time, deliver exactly what was sold, and exceed all given benchmarks by optimizing when necessary.
• Continuously share production status, delivery highlights and campaign challenges with clients and internal stakeholders throughout campaigns.
• Oversee production budget in post-sale to stay within profitable margins.
• Maintain expert understanding of our ad products and capabilities (i.e. audience extension, research, social strategy, new products, etc). 
• Ensure all campaign detail aligns between the media plan, agency IO and our Order Management System, and maintain this alignment throughout the campaign lifecycle.
• Monitor and optimize campaign metrics for delivery and KPIs; provide detailed reporting and recommendations to all internal and external teams.
• Collaborate with Finance and Ad Operations  as needed to close monthly billing.
• Work with internal teams to produce weekly/final reporting as well as Wrap Reports
• Possess intimate knowledge of client(s) business/brand, competitive environment, industry trends, and their overall marketing plans/goals
• Understand marketplace dynamics and become an industry expert 
• Act as a mentor for newer Client Success teammates, providing support and guidance.