Client Success Manager, Paid Media

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🙌 #1 Ranked Media Buying and Planning Agency on Clutch.co

🔥 Finalist 'Best AI Tool', 2024 Digiday Technology Awards

🎉 Hybrid Work Model (1 Day in Office / Week)

🥇 Winner of Waterstone Canada's Most Admired Corporate Cultures

Role Overview

The Client Success Manager balances strategic planning, digital campaign oversight, and client relationship management while ensuring all campaigns are aligned with business goals and deliver measurable impact. This role acts as the primary day-to-day contact for designated client accounts, coordinating with internal teams across Ad Operations, Analytics, and Project Management.

As part of a cross functional team, the Client Success Manager is responsible for actively participating in and contributing to internal agency initiatives, workshops & checkins. Bringing a positive, supportive, and energetic attitude to the workplace

What This Role Is:

• Strategic paid media planning and campaign leadership

• A client-facing role responsible for day-to-day relationship management

• Cross-functionally led, working with digital campaign managers, analytics teams, and project managers

• A performance-focused role translating campaign data into insights and optimizations

What This Role Is Not:

• A SaaS customer success or sales quota role

• An ad operations or media trafficking position

• A PR or communications management role

• A siloed position working independently without collaboration

• A purely reactive execution role without strategic planning responsibilities

Key Responsibilities

Strategic Media Planning:

• Translate client business objectives into paid media strategies and campaign plans.

• Develop audience targeting frameworks using consumer research platforms and data insights.

• Build clear media recommendations outlining target audiences, channel mix, placements, KPIs, and estimated performance.

• Collaborate with internal teams to ensure media plans align with client goals and budgets.

• Identify testing opportunities to improve campaign performance and media efficiency.

Client Relationship Management:

• Serve as the primary day-to-day contact, and supporting contact, for assigned client accounts.

• Maintain a deep understanding of client business priorities, market dynamics, and audiences.

• Lead regular client communications, including campaign updates and performance reviews.

• Manage ad hoc requests and ensure timely responses aligned with agency service standards.

• Build long-term relationships based on transparency, reliability, solutions-driven mindset, and strategic value.

Campaign Execution Oversight:

• Monitor campaign pacing, delivery, and performance across channels to stay up-to-date on client performance, opportunities, and challenges.

• Help the campaign management team identify optimization opportunities based on business knowledge and KPIs, and recommend strategic adjustments for implementation.

Campaign Reporting & Insights:

• Delivery of campaign performance reports and insights to clients and internal stakeholders.

• Communicate actionable recommendations for active campaigns and scalable solutions for future projects.

• Support development of measurement frameworks tied to campaign KPIs.

• Collaborate with analytics teams to ensure accurate campaign tracking, reporting, and exploration of advanced analytics opportunities.

Team Collaboration & Process Implementation:

• Adhere to Hotspex Media’s internal processes and best practices to ensure efficient, high-quality, and timely project delivery

• Work closely with designated project managers to ensure project deliverables are issued on time per workback schedules and in line with Hotspex Media’s standard timelines.

• Maintain organized project documentation and campaign records based on agency’s storage requirements

Vendor Partnerships & Business Growth:

• Support business growth initiatives by contributing media recommendations and strategic insights to existing, and potential new clients.

• Identify and explore partnership opportunities best suited for client accounts and/or agency wide

• Stay up to date on digital media trends, emerging media platforms, new technologies that can be leveraged to enhance client portfolio and/or agency initiatives.

Experience & Qualifications

• Bachelor’s degree or equivalent qualification in Marketing, Communications, Business, or related field.

• 4+ years of experience in digital media planning, client services, or account management.

• Experience working within an advertising agency or digital marketing environment.

• Strong understanding of digital media channels including programmatic, paid social, search, and retail media.

• Experience with media research and audience insight tools such as Nielsen, Global Web Index, SEMrush, etc.

Technical Skills

• Familiarity with digital advertising platforms such as Google Ads, Meta, TikTok, Amazon Ads, or DV360. Experience managing campaigns is a bonus.

• Understanding of analytics and measurement tools such as Google Analytics and Google Tag Manager.

• Experience working with collaboration and project management tools (e.g., Slack, Airtable, Asana).

Soft Skills

• Excellent written and verbal communication skills.

• Strong organizational and project management abilities.

• High attention to detail.

• Collaborative mindset and ability to work cross-functionally.

• Self-motivated with the ability to work independently day-to-day

• Strong time management and prioritization skills

Our Values:

We know our people are what allows us to achieve all that we do and that’s why it’s important that everyone we bring onto our team lives our values with us. 

• 🦁 Courage

• 1️⃣ One Team

• 💪 Resilience

• 🚀 Empowerment

Hotspex Media Inc. is an equal opportunity employer and values diversity in its workforce. Due to the large volume of applications received, Hotspex Media may, from time to time, use artificial intelligence to optimize screening efforts.