Client Success Manager

Homestead Studio
We are an email marketing agency specializing in growing eCommerce brands by creating exciting, engaging, and personalized messaging across email and SMS channels. Our expertise in email and SMS marketing allows our clients to cultivate relationships with potential customers and build lasting relationships with current customers to create lifetime value.

About the role

Client Success at Homestead is about two things. First, giving our teams what they need to own their clients' outcomes and do their best work. Second, making sure every brand we work with has the best experience possible, with someone in their corner who listens, advocates for them, and makes things right when they go sideways. In this role, you're that person for both.

As our Client Success Manager, you'll be the person our DTC clients and delivery teams turn to when a relationship gets hard. You'll cover a portfolio of about 30 brands across email & SMS and paid social, and most weeks bring a handful of urgent issues that need same-day attention.

Your job is to figure out what's really going wrong, fix it with the team, and make sure the fix holds. We'll train you on how our email and paid work gets made, so you can explain what's happening to a founder plainly and honestly. You'll work closely with our leadership team and have the chance to lead communication and other training to share your expertise with the wider team. This isn't a sales or renewal role.

Responsibilities

• Escalations. Take in urgent issues from clients and the team, separate facts from assumptions, and build a fix rather than passing the problem along.
• Client resets. Lead issue and reset calls with founders and marketing leads and turn scattered feedback into one point of contact and one combined revision round.
• Key moments. Open and close every creative kickoff and check in one month after kickoff and two weeks after any team change.
• Team transitions. Guide clients through strategist and account manager changes so important context isn't lost.
• Portfolio health. Keep our client tracker current, reach out to quiet accounts, and run a post-mortem whenever a client leaves.
• Team support. Catch workload concerns early, spot patterns across weeks, and raise staffing or scope issues with leadership.
• Clear updates. After each touchpoint, send a recap to the client, to leadership and to the account team.
• Training. Lead communication training for strategists, designers, copywriters and account managers to improve the team as you spot patterns.

Qualifications

• Experience with agency production (approval flows, revision rounds, Asana, Figma) or tools like Klaviyo and Meta Ads Manager is a bonus, not a requirement. You won't write copy, build campaigns or manage day-to-day timelines, but you'll understand all three well enough to see what's going wrong.
• Emotionally intelligent. You read people well, and clients and teammates leave conversations with you feeling heard. This matters more than anything else on this list.
• Great at navigating conflict. You stay calm in tense moments, aren't afraid of a hard conversation, and find solutions that work for both sides.
• Someone who lifts the team up. You know how to have fun at work, bring good energy on hard days, and leave people better off after working with you.
• Experienced with clients. You have a few years in client success, account management or another client-facing role. Agency or DTC experience is a plus.
• A clear, warm communicator. Your writing is concise, separates facts from assumptions, and fits the audience.
• Organized. You can juggle several priorities at once, keep trackers current, and follow through without reminders.
• Curious and coachable. You don't need to be an ecommerce expert. We'll train you on what we deliver and how it works, and you'll pick up the rest on the job.

Additional Information

This is a fully remote role. Candidates must be able to work standard business hours (9:00am–5:00pm) in ET, CT, MT, or PT time zones.

Homestead Studio is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homestead is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Note on Application Responses
We strongly encourage applicants to answer questions in their own words. While tools like ChatGPT can be helpful for organizing or polishing your thoughts, it is very easy to recognize when responses are copied and pasted without personalization. Candidates who use AI in that way are typically less successful in our process. Please treat your responses as an opportunity to show us how you think and communicate.

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