Experience in client success, account management, or a client-facing role, preferably in agency or DTC settings.
Emotionally intelligent with strong interpersonal skills, ensuring clients feel heard and valued.
Proficient in conflict resolution, maintaining composure during tense situations and facilitating mutually beneficial solutions.
Positive team player who fosters a fun and supportive work environment, uplifting colleagues even on challenging days.
Clear and concise communicator, adept at tailoring messages to different audiences and separating facts from assumptions.
Highly organized, capable of managing multiple priorities and maintaining up-to-date trackers without needing reminders.
Curious and coachable, willing to learn about ecommerce and adapt to new information.
Responsibilities
Handle urgent client issues by identifying facts and developing effective solutions rather than passing problems along.
Lead calls with clients to address issues and consolidate feedback into actionable revisions.
Initiate and conclude creative projects, ensuring follow-ups occur after key milestones and team changes.
Assist clients during transitions between strategists and account managers to preserve essential context.
Maintain client health by updating trackers, reaching out to inactive accounts, and conducting post-mortems for departing clients.
Monitor team workload and identify patterns, proactively addressing staffing or scope concerns with leadership.
Provide clear updates to clients and internal teams after each interaction, ensuring everyone is aligned.
Conduct training sessions for team members to enhance communication skills based on observed patterns.
Benefits
Fully remote work environment, allowing flexibility in location.
Opportunity to work standard business hours across multiple time zones (ET, CT, MT, PT).
Focus on professional development through training and mentorship.
Collaborative team culture that values emotional intelligence and positive energy.
Full Job Description
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.
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.
