Position Overview In the role of Client Success Manager within Client Success, you will be at the front line, delivering best‑in‑class account management to ensure our clients achieve their goals. Your mission is to retain and grow their business by identifying and implementing the ICUC products and services that help them recognize value and meet their objectives. You will work closely with the revenue and operations teams, and with your director, to grow and retain your accounts. The role requires a confident self‑starter with strong project management and budgeting skills. We value entrepreneurial thinking and a focused, get‑on‑with‑it attitude. You must bring an enthusiastic business ethic, a service‑oriented mindset and be a team player who can work independently and collectively in a unique virtual environment. You will work across a diverse set of accounts, including full‑scale, long‑term projects for global brands. These encompass a range of services, from pure moderation focused on safety and brand protection to full implementation of engagement, insights, and creative strategies. You will work with sophisticated clients, so you need to be a strategic thinker whose knowledge of social media and digital technology trends will be at the heart of your ability to respond creatively to client briefs, ensuring ICUC is their go‑to expert. Responsibilities Account management with responsibility for major brands and/or Fortune 1000 companies, acting as the primary client contact and working with senior client stakeholders. Grow the value and long‑term value of your assigned accounts. Deliver regular client reviews, status meetings and presentations while keeping clients up to date on new ICUC products and services. Advise clients on social media strategy in collaboration with ICUC’s Strategy and Insights teams. Support the set‑up and implementation of social media projects as required. Keep Salesforce opportunities and projects up to date and work on proposals and SOWs. Work in partnership with other client agencies – media, creative, PR, etc. Contribute to new business pitches. Work with senior management to shape ICUC’s strategic offering. Key Performance Indicators (KPIs) Stay within the retention target set at the start of every year. Support the growth department in hitting the upsell targets for the year. Maintain high client satisfaction through NPS surveys. Stay within allowable cost efficiency targets for all client accounts. Ideal Candidate At least 3 years of experience in social media management, ideally within an agency setting and working with enterprise clients, demonstrating a comprehensive understanding of the social media landscape and client management. Proficient knowledge and hands‑on experience in managing organic social media; additional expertise in paid social media strategies will be highly regarded. Familiarity with community management, strategic planning, and reporting, with preference for experience on platforms such as Sprinklr, Khoros, and Sprout. Exceptional communication skills, both written and verbal, complemented by engaging presentation abilities. Strong organizational and time‑management skills, with a proven ability to adapt quickly to changes in a dynamic, fast‑paced environment. Excellent collaboration skills, demonstrating the ability to work effectively with teams across different departments and stakeholders that achieve common goals. Adept at problem‑solving, with the capacity to address challenges creatively and effectively, ensuring solutions align with business objectives. Up‑to‑date with current social media trends, possessing a deep understanding of the industry’s dynamics, challenges, and opportunities. Proficiency in Microsoft PowerPoint and Microsoft Teams. A background in Social, Marketing, Public Relations, Communications, Public Affairs, or a related field is preferred, though equivalent experience will also be considered. Willingness and ability to travel for onsite client visits as required, with valid travel documents. Additional Requirements Willingness to undergo a Criminal Record Check as part of the pre‑employment screening process. The ability to utilize a desktop computer or laptop that meets minimum system requirements. Access to high‑speed internet, with a minimum speed of 30 mb/s, to support work activities and online collaboration. Adequate headset/mic and webcam, facilitating clear and effective communication in virtual meetings and presentations. Fluency in English, with the ability to speak and write clearly and persuasively. Proficiency in additional languages is considered an asset. Compensation & Benefits Salary range: $70,000 – $80,000 per year. Benefits include medical, dental, RRSP, paid time off, and other standard perks available to all permanent employees. AI Disclosure dentsu utilizes artificial intelligence tools as part of its recruitment process during the sourcing and screening stages. All other phases of the dentsu hiring process do not employ AI tools. Accessibility & Inclusion We are committed to working with candidates from all ability levels throughout the recruitment process to ensure they have what they need to be at their best. If you need accommodation during the application or interview process, please contact to discuss your accessibility needs. Location & Employment Type Location: New Brunswick – RemoteType: Full time, Permanent #J-18808-Ljbffr