Customer Success Manager

Customer Success Manager (Remote) – Kensington Media HouseAre you ready to join the top 1% in lifecycle marketing?

Kensington Media House (KMH) is a premiere lifecycle marketing agency for 8- and 9-figure DTC brands. We've generated over $150M in revenue for clients, including Shark Tank brands, celebrity-backed ventures, and industry leaders.

We’re on a mission to redefine client satisfaction and team harmony with a Kaizen-driven approach that delivers excellence through continuous improvement. Now, we’re searching for a Customer Success Manager (CSM) to play a critical role in shaping the future of KMH and our clients’ success.

About the Role

As our Customer Success Manager, you’ll be the linchpin between our world-class clients and our talented internal team. Your mission is to ensure seamless execution of deliverables, exceptional client happiness, and a thriving internal team environment.

This isn’t just another customer success role—it’s a high-impact position at the heart of an agency that’s setting the standard for lifecycle marketing excellence.

What You’ll Be Responsible ForClient Success Management:

• Attend most client calls with Account Managers to track deliverables, deadlines, and feedback.
• Act as a second layer of accountability, ensuring clients feel valued and supported.
• Proactively address client concerns to prevent churn and foster long-term relationships.
• Monitor client engagement, flagging risks, and creating retention plans for at-risk accounts.

Internal Success and Team Happiness:

• Organize internal check-ins with pods (Account Managers, Designers, Engineers) to ensure smooth workflows and workload balance.
• Act as the morale booster—celebrate client wins and excellent performance metrics.
• Conduct pulse checks on team sentiment to preempt burnout and communication issues.

Operational Oversight:

• Track task completion across pods using tools like Slack and Notion.
• Lead weekly operations check-ins to address inefficiencies and timeline risks.
• Improve SOP documentation to drive continuous operational improvements.

Escalation and Problem-Solving:

• Serve as the first point of escalation for client issues and workflow inefficiencies.
• Proactively flag recurring bottlenecks and recommend Kaizen-inspired solutions.
• Mediate and resolve collaboration challenges between pods or teams.

Who We’re Looking For

We need someone who:

• Has at least 2 years of experience as a CSM in an agency, working with Klaviyo, email marketing, and DTC brands.
• Thrives in a remote environment but loves connecting with people.
• Is organised, bubbly, and energetic, with the ability to switch between a friendly collaborator and a drill sergeant when needed.
• Excels at communication, empathy, and problem-solving.
• Is a natural at reading the room and understanding subtle client or team dynamics.

Who Shouldn’t Apply

This role is not for you if:

• You lack agency experience or haven’t worked in client-facing roles.
• You’re easily overwhelmed by juggling multiple tasks or deadlines.
• You’re not comfortable being both personable and assertive when the situation calls for it.

Why Join KMH?

• Remote flexibility: Work from anywhere with occasional team trips to connect in person. Provided you're performing at a high level, you can work from wherever you want.
• Competitive salary and benefits: Be rewarded for your talent.
• Self-education stipend: Learn new skills or pick up a hobby—on us.
• Work with the best: Our clients are 8- and 9-figure brands backed by Shark Tank, celebrity influencers, and more.
• Culture of winners: You’ll work alongside driven, talented teammates who will elevate your standards and help you grow personally and professionally.

How to Apply

1. Fill out our in-depth application form at the bottom of this post: We’ve designed this form to ensure we’re the perfect fit for each other.
2. Interviews: If selected, you’ll go through two interview rounds.
3. Test task: Showcase your skills in a real-world scenario.
4. Final interview: Let’s seal the deal and welcome you aboard.

Ready to join the best team in lifecycle marketing?

Apply now through the form below and take the next step in your career with Kensington Media House. Let’s build something incredible together!

https://forms.gle/2kVELN3fTuJQQv8M9