Client Success Advisor

About the role

The Client Success Advisor owns the ongoing relationship for a portfolio of clients. This is a proactive, commercially oriented role responsible for client retention, account growth, tier alignment, and internal delivery accountability.

Responsibilities

• Own and manage a portfolio of high-value client accounts.
• Conduct structured client touchpoints. Each meeting should include a prepared agenda with data-driven recommendations covering performance, security, accessibility, and SEO.
• Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
• Monitor client consumption relative to plan scope. Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.
• Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.
• Hold delivery teams accountable on quality and timeliness. Flag risks early and escalate directly before issues surface in client-facing meetings.
• Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.
• Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
• Cook up coordination with delivery, support, and development teams on larger engagements. Maintain ownership of the client relationship throughout.
• Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities.

Qualifications

• 4+ years managing client relationships in a B2B services or agency environment.
• Strong experience with WordPress and web technology services, and their impact on client KPIs (ie. understanding how improving site organization can improve lead generation).
• Demonstrated ability to identify and close account expansion opportunities.
• Comfortable with direct commercial conversations: pricing, scope, renewals, upgrades.
• Willingness to assert internally when delivery quality, timelines, or commercial opportunities require intervention.
• Ability to work across teams and step into active colleague workflows when the client situation warrants it.
• Strong remote communication skills. Able to build trust and manage relationships without in-person interaction.
• Comfortable operating in a role with evolving structure. This function is new and the successful candidate will help define it.