Senior Client Success Manager

Summary

Join Future as a Senior Client Success Manager and lead the execution of large, custom digital media programs for entertainment and gaming clients. You will be the primary client contact, managing communication across all levels of the client organization and internal teams. This role requires 4+ years of project management experience, proficiency in CRM and project management tools, and a deep understanding of digital campaign execution. The position offers a competitive salary, uncapped annual leave, performance-based bonuses, and various other benefits. The role is remote (West Coast outside LA) or hybrid (Los Angeles office). You will be responsible for exceeding client expectations, ensuring program renewal, and fostering strong client relationships.

Requirements

• 4+ years experience in project management/account management
• Proficiency in CRM and project management tools such as Salesforce, Asana
• Experience in post-sale digital campaign execution
• Experience working with native content creation

Responsibilities

• Lead execution of larger, custom programs ranging from, but not limited to, custom branded content, custom videos, social activations, and high-impact ad units across all Future digital properties, particularly focused on brands such as Cinemablend and Games Radar
• Lead both client and internal communication for all assigned programs, including client kick-off calls and performance check-ins
• Communicate and partner with internal teams (i.e. Sales, Marketing, Editorial, Design, Branded Content, Social, Legal) and third-party vendors to create custom content and ad products
• Create and maintain internal and external timelines throughout the campaign life cycle
• Facilitate obtaining all assets from clients for Campaign, including mapping any necessary tracking assets, and QA'ing through partnership with AdOps
• Coordinate delivery of custom content elements in conjunction with display ad campaigns
• Ensure that campaigns launch on time, deliver exactly what was sold, and exceed all given benchmarks by optimizing when necessary
• Continuously share production status, delivery highlights and campaign challenges with clients and internal stakeholders throughout campaigns
• Oversee production budget in post-sale to stay within profitable margins
• Maintain expert understanding of our ad products and capabilities (i.e. audience extension, research, social strategy, new products, etc)
• Ensure all campaign detail aligns between the media plan, agency IO and our Order Management System, and maintain this alignment throughout the campaign lifecycle
• Monitor and optimize campaign metrics for delivery and KPIs; provide detailed reporting and recommendations to all internal and external teams
• Collaborate with Finance and Ad Operations as needed to close monthly billing
• Work with internal teams to produce weekly/final reporting as well as Wrap Reports
• Possess intimate knowledge of client(s) business/brand, competitive environment, industry trends, and their overall marketing plans/goals
• Understand marketplace dynamics and become an industry expert
• Act as a mentor for newer Client Success teammates, providing support and guidance

Preferred Qualifications

Experience working with entertainment &/or gaming clients

Benefits

• The expected salary range for this role is $80,000 - $105,000
• This is either a Remote role for a candidate located outside of the LA area on the West Coast, or a Hybrid role from our Los Angeles Office, working three days from the office, two from home
• Uncapped annual leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Wellbeing support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan