Client Success Manager

About Digital Neighbor

Digital Neighbor is a Tampa based digital marketing agency that helps law firms and high transaction businesses across the country grow through SEO, AI search visibility, paid media, and website strategy. We are best known for the Motion for Marketing™ System, an AI first framework that ties marketing activity to signed cases and real revenue instead of vanity metrics.

We are a small, senior team, and that is on purpose. Everyone here owns something that matters. If you like being one of forty people on an account team where your work disappears into a slide deck, this is not your speed. If you want your name on the work and a direct line to the people making decisions, keep reading.

The name is not an accident either. Neighborly is how we operate, with clients and with each other. Approachable, kind, and straight with people, especially when the news is not great.

The Role

The Client Success Manager is the relationship lead for a portfolio of Digital Neighbor clients and the heart of our Client Satisfaction team. This role exists for one reason: to make every client feel taken care of, every single week.

The center of the job is the Friday recap email. Short, goal focused, on time, every client, every week. It sounds simple. It is the single behavior that raises client lifetime value and lowers churn more than anything else we do, and protecting it is the spine of this role.

Everything here rolls up into one company goal: case studies produced per month. You cannot write a case study without a happy client who got results and stayed long enough to measure them. You own the happy part of that equation.

What You Will Own

You will be the main point of contact for every client in your book. That means:

• Delivering the goal focused Friday recap email to every client in your book, on time, every week
• Hosting weekly and monthly check in meetings and following up with clear action items
• Planning and leading Quarterly Business Reviews that turn performance data into a story the client can act on
• Conducting a High Quality Touch Point with each client at least once every 30 days, beyond the routine check ins
• Translating what our Strategy and Client Results teams produce into language a client actually understands
• Putting your stamp of approval on every deliverable before it reaches a client
• Tracking campaign work in Asana and keeping the client health dashboard current
• Retaining and growing the revenue under your management, and spotting the right moment to recommend more when a client is winning
• Capturing referrals, testimonials, and reviews at the moments that matter
• Mentoring junior team members on the Client Success team

How Success Is Measured

We are specific about this, because you deserve to know what winning looks like before you take the job.

Weekly diagnostics

• 95 percent or higher Friday recap completion across your book
• 80 percent or higher of your book in the green zone on the client health dashboard

These are diagnostics, not performance reviews. Red means we need to talk about why, not that you are in trouble.

Business outcomes

• Churn under 3 percent per month across your accounts
• Revenue under management retained and grown according to plan
• At least one documented upsell opportunity per account per quarter
• At least one referral, testimonial, or review captured per account per quarter
• Client inquiries answered within 4 business hours on average

What We Are Looking For

Required

• 4 or more years in client service, account management, or marketing project coordination
• A track record of meeting or exceeding client satisfaction targets
• Intermediate working knowledge of marketing strategy, SEO, PPC, and digital marketing
• Familiarity with Asana, Google Workspace, Agency Analytics, and CRM tools
• Excellent verbal and written communication, including the ability to make complex ideas simple

What makes someone great at this job

• You listen for what a client actually needs, not just what they asked for
• You can look at a month of performance data and find the story in it
• You are steady in hard conversations, including the ones where the client is upset and partly right
• You are organized enough that a chaotic week does not knock the Friday recap off the rails
• You are proactive, positive, and you like solving problems more than escalating them

The Honest Part

Every job has friction. Here is ours, up front:

You will manage competing client priorities at the same time. You will balance what clients want against what the internal team can realistically deliver. You will lead projects without direct authority over the people doing the work. And you will protect the Friday cadence during weeks when everything else is on fire.

If that sounds like a reason to run, we understand. If it sounds like a Tuesday, we should talk.

How to Apply

Applying takes about 15 minutes and happens in two steps.

First, you will fill out a short form and upload your resume. Second, you will be taken to a brief video interview where you will meet Eric and answer eight questions on camera. Not a live call, you record your answers on your own time and you can re-record as many times as you like.

We ask for the video because this role lives on camera, in client meetings and QBRs. We would rather see you than read about you.