Client Success Manager

About demandDrive:
demandDrive is a growth-focused go-to-market agency that helps B2B organizations accelerate pipeline and revenue through integrated sales, marketing, and revenue operations solutions. We partner with companies ranging from emerging businesses to enterprise brands to design and execute customized programs that align strategy, technology, and execution across the full customer journey. Our services include sales development, demand generation, digital marketing, website development, CRM optimization, and GTM systems support - all built to deliver measurable business outcomes. At our core, we combine smart technology, data-driven processes, and talented people to help clients grow faster and operate more efficiently.

Position Overview - Client Success Manager (CSM):
As a CSM at demandDrive, you will own a full, blended book of business that spans two distinct delivery motions: outsourced sales development programs and marketing/web account management engagements. This is a split sales-and-marketing role, not two part-time jobs stacked together — you are the single point of accountability for a cohesive book that may include both.

On the sales side, you will lead and coach a team of Sales Development Representatives (SDRs) across a portfolio of clients ranging from start-ups to Fortune 500 companies, driving them to consistently hit quota and exceed program goals.

On the marketing side, you will serve as the client-facing lead for digital marketing and website engagements, partnering with internal subject-matter experts across paid media, SEO, analytics, and web design & development to execute against client goals. You'll make sure execution reflects what the client has asked for, while also acting as a transparent, realistic, and trusted advisor — willing to tell a client what they need to hear, including when that means recommending a pivot in ICP, strategy, or channel mix rather than simply taking orders.

Tying both motions together, you will also own the GTM and revenue operations view of each account — the shared reporting, CRM systems, and unified performance story that connect SDR pipeline activity with marketing and web performance data.

We are seeking candidates with experience managing client-facing accounts and/or coaching SDR teams within a B2B, digital marketing, or GTM agency environment, who are comfortable operating as both a program operator and a strategic advisor.

Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact across your full book of business — both SDR programs and marketing/web accounts — managing expectations and ensuring alignment with client objectives.
• Act as a strategic, trusted advisor: be transparent and realistic with clients about what's working and what isn't, even when that means pivoting the strategy rather than simply executing what's requested.
• Collaborate with the VP of Client Success and broader leadership on program strategy and implementation, ensuring alignment with client objectives and organizational priorities.
• Maintain consistent internal communication regarding program progress, flagging where additional support or resources are needed.
• Proactively anticipate client needs and address concerns before they become issues.

Program & Project Management:

• Own execution across your full book — client projects, retainers, SDR programs, and web/marketing initiatives — directing assigned internal resources (Dev, UX/UI, SEO, Data, SDRs) to deliver on time and on scope.
• Partner with demandDrive's internal PM function for resourcing, roadblocks, and process support, while retaining ownership of the outcome — this role is responsible for getting things done by assigned resources, not just around them.
• Manage timelines and keep concurrent programs on track across both delivery motions while surfacing risks and resourcing needs early, coordinating cross-functional teams (sales, marketing, operations, creative) to keep deliverables cohesive across your book.

Sales:

• Lead and coach a team of Sales Development Representatives (SDRs), utilizing internal sales coaching resources and AI role-playing tools to drive performance.
• Foster a collaborative and accountable team culture that emphasizes continuous improvement and keeps SDRs consistently hitting quota.
• Build and maintain high-quality prospect lists by leveraging tools such as ZoomInfo, Cognism, LinkedIn Sales Navigator, and custom research methods.
• Develop and refine talk tracks, email templates, and SDR playbooks designed to maximize engagement and achieve high response rates.
• Collaborate with internal teams to ensure sales resources align with client objectives and industry best practices.

Marketing:

• Serve as the client-facing lead on the marketing side of your book, partnering with internal subject-matter experts across paid media, SEO, analytics, and web design & development to execute against client goals.
• Translate client objectives into clear briefs and direction for internal specialists, ensuring deliverables — from a paid media campaign to a website build — ladder up to the client's broader strategy.
• Monitor website and digital marketing performance (traffic, conversion, campaign metrics) and work with SMEs to identify and act on opportunities for improvement.
• Act as a transparent, realistic, and trusted advisor on marketing strategy — willing to recommend a pivot in overall strategy, channel mix, or optimizations when the data calls for it, rather than defaulting to “order taking.”

GTM & Revenue Operations:

• Design and maintain reports and dashboards within CRM platforms, primarily Salesforce (SFDC) and HubSpot, with the flexibility to adapt to others like Zoho, Microsoft Dynamics, etc.
• Oversee CRM buildouts, including reporting and dashboard creation, to ensure transparency into both sales and marketing activity and outcomes across the account.
• Bring the sales and marketing motions together into one coherent view of account performance — connecting SDR pipeline activity with marketing/web performance data to tell a single, unified story.
• Generate weekly and quarterly reports for clients, and prepare and present quarterly business reviews and program strategy reviews for accounts in your book.

Account Performance & Reporting:

• Track program engagement metrics, including SDR call volume and meetings booked, to ensure goals are consistently met.
• Monitor and track hours across projects and monthly retainers to ensure efficient time management and prevent budget overages.

Account Growth & Retention:

• Understand the triggers — on both the sales and the marketing side — that signal when a client is ready for a new or different service, and proactively bring those opportunities forward.
• Identify upsell, cross-sell, and renewal opportunities across your full book of business, partnering with leadership to execute on them and drive retention outcomes.
• Continuously evaluate whether the current strategy, scope, or service mix is still the best way to add value to the account, and recommend changes when it isn't.

Job Requirements and Qualifications:

• 2–4 years of experience managing/coaching Sales Development Representatives and/or managing client-facing marketing, web, or digital accounts within a B2B or agency environment.
• Bachelor’s degree, preferably in Marketing, Business, Communications, or a related field.
• Proven experience leading and coaching SDR teams to achieve high performance, and/or proven experience leading strategic client accounts in a digital marketing or web agency setting — exposure to both is a strong plus.
• Working knowledge of digital marketing and website fundamentals (paid media, SEO, CRO, analytics, and web design & development) sufficient to direct and partner effectively with internal subject-matter experts.
• Strong proficiency in CRM platforms, especially Salesforce (SFDC) and HubSpot, with a conceptual understanding of building reports and dashboards in others (ex. Zoho, Microsoft Dynamics, etc.).
• Familiarity with building high-quality prospect lists using tools like ZoomInfo, Cognism, LinkedIn Sales Navigator, and custom research methods.
• Proven experience developing effective talk tracks, email templates, and SDR playbooks designed to deliver high response rates and drive results.
• Comfortable acting as a strategic advisor rather than an order-taker — able to challenge a client's approach, propose alternatives, and deliver that message with transparency and tact.
• Excellent written and verbal communication skills; strong presentation and interpersonal skills for high-stakes client conversations.
• Strategic thinker with strong organizational and detail-oriented skills; able to manage multiple concurrent programs without losing sight of the details.
• Proficiency in leveraging AI tools to streamline day-to-day work, automate routine tasks, and drive productivity.

Benefits Include:

• Hybrid or remote work model depending on proximity to HQ office in Waltham, MA.
• Annual salary + bonus ($80,000–$90,000 starting salary range + 20% annual bonus).
• Internal growth opportunities.
• PTO and 14 paid holidays.
• Health coverage and other health & wellness benefits via BCBS, vision care, dental coverage (Delta Dental), paid maternity & paternity leave, life & disability insurance, 401(k) matching.
• Positive company culture.
• Company laptop, full tech stack, tools, and other resources provided by demandDrive.