Client Success Manager - USA

Miami Customer Success

About Us

  • Making Science is a leading digital marketing and technology consulting firm, that is listed in the Madrid Stock Exchange. We are currently expanding our operations internationally, and our offices are located in Madrid, Barcelona, Valencia, Lisboa, París, Mexico City, Milan, USA and Dublin. We are a company that specializes in providing comprehensive marketing and technological solutions for digital businesses. Our team is composed of more than 360 digital native professionals, who have a wide knowledge in the different stages and disciplines of the digital transformation: Digital Strategy, Infrastructures, Software Development, Creativity and UX/UI Design, Digital Marketing, and Big Data.
  • Making Science is People Centric, and we actively bet on our employees! We believe that they are the key to any successful business, and therefore, our greatest asset. We strive to provide daily learning opportunities for those who work with us and their colleagues. It is also really important that they enjoy what they do, and have positive experiences. We want our employees to feel proud of their accomplishments, and that they belong to a company that is in constant growth, because each person’s contribution is essential to achieve our success. Do you want to be part of this great family?

Some details about your department

This is a client facing role, responsible for building a strong relationship with assigned clients. Client Success Managers are expected to strategically grow accounts by building strong relationships and asking the right questions during weekly client meetings. This position is fully remote, with the option to have an office space.

What we’d like you to do:

As our Client Success Manager, you will help drive the relationship between our Company and the client so we can deliver optimized user experiences so as to grow client accounts. Each day you will serve as a liaison between clients and our strategic delivery teams, ensuring that we deliver on our proposals on time with the expected Quality. To thrive you must communicate in an organized manner, and always strive to find win-win solutions. 

Some other tasks include:

  • Act as the internal client/project lead, providing direction for the team
  • Collaborate with internal stakeholders to ensure clients and internal teams maintain strategic alignment
  • Responsible for client satisfaction, quality of service, and on-time, on-budget completion of the agency’s services
  • Coordinate status calls with clients and prepare any necessary material to share, such as meeting agendas and follow-up minutes
  • Properly document functional requirements of initiatives to facilitate streamlined implementation and delivery
  • Provide clear visibility of the account status, and continuously seek opportunities to grow the account
  • Coordinate Quarterly Client reviews to showcase added value and set a baseline for further account growth
  • Coordinate and organize tasks by working together with the delivery team, to ensure experiences are being delivered with accuracy, on time and within budget
  • Keep up to date with CRO and digital trends and statistics and be able to provide insights to the client

What we’d like you to bring:

  • You have prior experience:
    • Working in an agency environment
    • Managing relationships and expectations with clients
    • Creating reports and presentations to show the results of our Conversion Rate Optimization experiments
    • With at least one of the following CRO tools:Monetate, VWO, Dynamic Yield, Google Optimize, Optimizely, HotJar, CrazyEgg, TryMyUI, etc.
    • Creating reports and analyzing data from web analytics tools (for example, Google Analytics, Adobe Analytics etc.)
  • Preferably, you also:
    • Have experience working with the Scrum methodology, since you will work closely with our teams in Asana/Jira
    • Are highly organized & have the ability to communicate effectively, since you will meet with clients on a weekly or daily basis

Measures of Success

  • % growth of client accounts
  • Initiatives completed on-time and on-budget
  • Deliverables meet client’s expectations 

Perks of joining us

  • Health, vision, and dental insurance
  • 15 paid days off per year
  • Competitive salary
  • Ability to work remotely
  • The opportunity to work in a fast-growing company with peers who will challenge you to grow each day