Customer Success Manager

Customer Success Manager (Australia)

Job Description for Forward Media Marketing

Work Model: Fully Remote (Australia)

Schedule: Full-time | Flexible hours with a required 2-hour daily overlap with EST (Eastern Time) for team alignment

About Forward Media Marketing

Forward Media Marketing is a performance marketing agency specializing in lead generation for painting businesses across North America. Based in Montreal, we partner with growth-minded home service companies to generate consistent, high-quality leads through paid media and strategic execution.

We are a fast-growing team that values clear communication, strong relationships, and accountability for results. Our success is built on delivering measurable performance while providing an exceptional client experience.

About the Role

As a Customer Success Manager, you will own client relationships after the sale, ensuring customers achieve their business goals while receiving an outstanding experience throughout their partnership with us.

You'll serve as the trusted advisor for a portfolio of clients, collaborating closely with our Digital Strategy, Media Buying, and Creative teams to align campaign execution with client objectives. This is an ideal opportunity for someone who enjoys building long-term relationships, communicating performance insights, solving problems proactively, and driving client retention and growth.

Key Responsibilities

• Manage a portfolio of client accounts as the primary point of contact throughout the customer lifecycle.
• Build trusted relationships that foster long-term client retention and satisfaction.
• Lead recurring client meetings to review campaign performance, business goals, and strategic priorities.
• Clearly communicate campaign results, insights, recommendations, and next steps.
• Proactively identify risks, resolve concerns, and manage client expectations.
• Help clients understand key performance metrics, including Cost per Lead (CPL), lead quality, and campaign optimisation.
• Partner with Digital Strategy, Media Buying, and Creative teams to ensure execution aligns with client objectives.
• Represent the voice of the customer internally by communicating feedback, priorities, and requests.
• Support account renewals and identify opportunities for account expansion by reinforcing delivered value and business outcomes.

What We're Looking For

Required

• Minimum 2 years of experience in Customer Success, Account Management, Client Services, Sales, or a similar client-facing role.
• At least 1 year of experience in Digital Marketing, Performance Marketing, or within a marketing agency.
• Experience managing multiple client accounts simultaneously.
• Strong consultative communication and relationship-building skills.
• Confidence presenting performance data and translating insights into actionable recommendations.
• Commercial mindset with the ability to identify growth opportunities within existing accounts.
• Highly organised with excellent time management and follow-through.
• Comfortable working cross-functionally with multiple internal stakeholders.
• Professional level of written and spoken English.

Preferred

• Experience working with lead generation campaigns.
• Experience supporting home service businesses.
• Familiarity with digital advertising platforms and performance marketing metrics.

What Success Looks Like

• Clients feel informed, supported, and confident throughout their partnership.
• High client retention through proactive communication and expectation management.
• Strong alignment between client objectives and campaign execution.
• Early identification and mitigation of client risks.
• Effective collaboration across internal teams that drives consistent client outcomes.
• Opportunities for account growth are identified through trusted client relationships.

Compensation & Benefits

• Competitive salary.
• Fully remote role based in Australia.
• Flexible working hours with only a 2-hour daily overlap with EST for team collaboration.
• 15 days of paid annual leave.
• Paid birthday leave.
• Half-day Fridays.
• Annual AUD equivalent of a USD $1,200 Health, Wellness & Learning Allowance.
• Ongoing professional development opportunities.
• Career progression as our Customer Success team continues to grow.

Why Join Forward Media Marketing?

• Join a rapidly growing performance marketing agency with ambitious growth plans.
• Make a direct impact on client success and business growth.
• Work alongside a collaborative, high-performing, and supportive remote team.
• Help shape the future of our Customer Success function while growing your own career.
• Enjoy the flexibility of working remotely from anywhere in Australia.