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Join Authentic as a Client Success Manager!

Do you love building trusted client relationships that drive long-term success? Are you known for creating deep, high value partnerships that turn clients into raving fans? Does being a key contributor in a fast growing firm, working on-site with a team in our Edina, Minnesota office sound like the best possible job in the world for you? If so, keep reading.

Authentic® is a fractional CMO and marketing transformation firm, built to help growing businesses Overcome Random Acts of Marketing® and confidently take the next right step toward healthy growth. Our unique approach combines Marketers + Methodology + Mindshare to help growing businesses increase maturity, growth, and transferrable value.

Since our start in 2017, Authentic has been committed to delivering a world class client experience – which we accomplish through our exceptional employees at every level of our organization, all of whom are guided by our shared values, and who deeply care about one another, our clients, and our partners.

The Client Success Manager reports directly to Authentic’s Head of Sales, and plays a key role in delivering the Authentic client experience. This role owns relationships across a portfolio of client accounts, ensuring clients remain supported, successful, and truly cared for throughout their journey with Authentic.

The Client Success Manager is at the center of our most important relationships: building long term, high-trust relationships with our key client stakeholders, collaborating with our team members to ensure quality of services delivered, and engaging our network of partners to amplify impact for our clients.

Ultimately, the Client Success Manager is responsible for protecting and growing client relationships through successful onboarding, long-term retention, ongoing problem-solving and strategic solutioning, and ultimately turning satisfied clients into raving fans and Authentic brand ambassadors. Key performance metrics for this role include:

  • Client Satisfaction (Net Promoter Score, testimonials, case studies, reviews)
  • Client Retention (reduce churn / keep clients engaged)
  • Retention Revenue (protect the existing book of business)
  • Optimize Utilization & Growth within Client Accounts (expansion revenue via increased scope/hours/services)

Because Authentic is a growing organization, every member of the team “wears multiple hats”, which frequently change shape and size. It is essential that the candidate for the Client Success Manager role is someone who enjoys and appreciates an environment where change is the norm, and where every team member has an opportunity to play a highly influential role in making our business better, more profitable, more efficient, and an increasingly great place to work.

Client Success Manager Job Details:

  • Reports to the Head of Sales
  • Role is Full-Time, Salaried (Exempt)
  • Working from our office based in Edina, MN 
  • Monday – Friday, Standard Office Hours (8am – 5pm) 

Requirements for the Role: (Why this is a good fit for you)

  • 5-8+ years of professional experience in relevant mid-level roles (Business Development, Agency / Consultancy / Professional Services, Account Management, Client Services, Operations) 
  • Proven ability to manage and grow client relationships with executive-level stakeholders
  • Strong communication, organization and follow-through skills
  • Savvy with data, analytics, and reporting and client health metrics
  • Confident driving renewal conversations and identifying growth opportunities 
  • Familiarity with Fractional CMO role and marketing services a plus
  • Proficiency in key technologies for role (or similar), including: Zoom, HubSpot, Google Workspace, and others as required
  • Excellent writing skills with professional tone and accuracy
  • Embodies Authentic’s core values: Authenticity, Wisdom, Humility, Passion, Generosity
  • Bachelor’s Degree or equivalent (Business, Communications, Marketing, Related)

Attributes of the Ideal Candidate: (Who You Are)

  • Relationship-driven, proactive, and highly accountable
  • Skilled at anticipating client needs and preventing churn before issues arise
  • Enjoys contributing Voice of Customer insights and helping improve service delivery
  • Excited about helping scale a high-touch client experience model
  • Carries credibility with clients, team members, candidates, and the market
  • Familiar with the Entrepreneurial Operating System (EOS), based on the book Traction (prior experience in an EOS-powered business a plus)

Primary Responsibilities Include:

  • Own and manage the client relationship lifecycle from onboarding through retention and long-term advocacy
  • Serve as the strategic point of contact for a portfolio of client accounts
  • Partner with Fractional CMOs and internal team members to ensure strong delivery
  • Identify risks early and proactively prevent client churn
  • Drive quarterly check-ins, planning sessions, and renewal conversations
  • Surface opportunities for account expansion (additional scope, hours, or services)
  • Collaborate cross-functionally with:
    • Sales to effectively onboard new clients and support upsell alignment
    • Marketing to share Voice of Customer insights and capture client success stories
    • Finance to ensure accurate time tracking and invoicing support
  • Track and report client health, retention revenue, and growth metrics
  • Manage client account and contact level data for accuracy and completeness: ensuring Authentic’s CRM shows the full picture of key client relationships.
  • Support Authentic’s leadership team in continuously improving the Authentic client experience

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

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