About the role
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The Client Service Manager owns a group of client accounts at Surge Digital Marketing. They are the main contact for each client. They keep clients informed and happy, make sure the delivery teams do what was promised, and step in early when an account starts to slip. At risk accounts are a top priority.
What this role does
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### Client retention and satisfaction
* Keeps clients engaged, informed and confident in the agency.
* Spots unhappy or quiet clients before they become at risk.
* Handles escalations and fixes issues quickly.
* Knows each client's goals and checks the team is delivering against them.
### Client communication
* Sends clients clear, timely updates without waiting to be asked.
* Leads client calls and makes sure each call ends with clear next steps.
* Sets expectations on timelines, results and who does what.
* Gives complete answers to cut down on back and forth.
### Campaign and deliverable oversight
* Tracks SEO, PPC, LSA, social, website, email and other work against the plan.
* Spots delays and blockers early.
* Checks that work is actually delivered, not just marked complete.
* Coordinates between the client and the fulfillment teams.
### Account strategy and growth
* Understands the bigger picture of each account, not just the tasks.
* Looks for ways to improve results, and suggests extra services only when they truly fit.
* Tracks client goals, KPIs, budgets, leads, conversions and ROI.
* Explains to clients why the agency is doing something, not just what.
### Team and internal coordination
* Acts as the link between clients and the fulfillment teams.
* Makes sure briefs are complete and teams have what they need.
* Holds internal teams to deadlines and quality.
* Raises issues internally before they turn into client problems.
### At risk account management
* Monitors accounts marked Red or Yellow.
* Finds out why each account is at risk.
* Builds a recovery plan with an owner and a deadline for each fix.
* Keeps the client updated along the way.
* Tracks whether the account is really moving back to healthy.
### Onboarding and client experience
* Runs a smooth, structured onboarding.
* Collects access, assets, billing details, goals, expectations and strategy.
* Makes sure the client understands the process and who owns what.
* Sets the tone for the relationship from day one.
### Reporting and performance
* Makes sure reports are accurate and go out on time.
* Turns marketing data into business results the client cares about.
* Explains what changed, why it matters and what happens next.
* Flags poor performance early.
### Process improvement
* Finds problems that keep coming up for clients.
* Be a part of helping build and improve SOPs, templates, automations and workflows.
* Keeps the client experience the same across all accounts.
### Commercial awareness
* Knows the monthly recurring revenue (MRR) and value of each account.
* Understands profitability and scope, and stops scope creep.
* Tracks renewals and contract dates.
* Spots real upsell and cross sell chances.
* Understands what churn and retention mean for the business.
Tools used in this role
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### Daily
* Slack
* ClickUp
* GoHighLevel (GHL)
* OpenPhone
* LeadsUp
* AgencyAnalytics
### Weekly
* Google Ads
* Local Services Ads (LSA)
* Meta Ads
* Google Business Profile (GBP)
* Google Search Console (GSC)
### As needed
* WordPress
* Hosting and domain platforms
* Google Tag Manager
* Google Analytics
Skills this role needs
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* Agency know how: a working understanding of SEO, Google Ads, Meta Ads, LSA, websites, social media and lead generation.
* Account management: handling several clients at once, including difficult ones, complaints and escalations.
* Communication: clear, professional English in writing and on calls, and explaining marketing in plain words.
* Organisation: managing competing deadlines and following through in a project management tool.
* Reading performance: knowing from leads, CPL, conversions, traffic, rankings, spend and ROI whether an account is healthy.
* Ownership: spotting problems early, escalating the right way and seeing issues through to the end.
* Commercial sense: understanding retention, account health, scope and budgets.
* Attention to detail: catching mistakes before the client does and following SOPs.
How this role is measured
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* Clients get clear updates on time, and every client call ends with written next steps.
* Red and Yellow accounts have a recovery plan with owners and deadlines, and they move back toward healthy.
* Reports are accurate, go out on time and explain what changed and what happens next.
* Deliverables move on plan, and delays are flagged before the client notices them.
* New clients finish onboarding with access, assets, goals and expectations all collected.
