Client Success Manager

We need to output HTML fragment with sections for headings present in posting: About the role? Actually posting includes sections: About Oxford Road (company description), WHY THIS ROLE IS IMPORTANT, THE MINDSET, RADICAL OWNERSHIP OF..., PRIORITIES (with subcategories New Client Launch Schedule..., Weekly Ongoing..., As Needed..., Monthly / Quarterly), What You’ll Need, WEEKLY OUTLO (cut off). Also there may be Benefits, Pay, Schedule not present, so we should not create those sections. Also we need to use

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. Do not repeat job title as heading (not present). Do not put Job ID etc. Remove boilerplate. Preserve all substantive information. Need to output only HTML fragment. We need to parse the content and decide what constitutes lists. Many bullet-like lines start with dash or bold? The text uses em dashes and line breaks. We need to convert to

  • where appropriate. For sections like "RADICAL OWNERSHIP OF…" then list of items each preceded by em dash? Actually after that heading there is a paragraph describing owning these areas well is what separates good from great in this role. Then a list: Campaign Execution & Pacing — Own the day-to-day health... etc. Those are items separated by line breaks and em dash. Should treat each as list item. Similarly "PRIORITIES" then subheadings like "New Client Launch Schedule and lead the internal kickoff call..." Actually that's a paragraph? It seems like a list of items under PRIORITIES: New Client Launch Schedule and lead... Set up client in Salesforce... etc. Those are separate lines each starting with a capital verb. Should treat as list. Also "Weekly Ongoing" etc. Also "As Needed" etc. Also "Monthly / Quarterly" etc. Also "What You’ll Need" list of bullet points: Exceptional Communication Skills — ..., Operational Discipline — ..., Relationship-First Mindset — ..., Only Oxford Mentality — ..., Proficiency in Relevant Tools — ... Also maybe "MEASUREMENTS OF SUCCESS" is a section? It appears after RADICAL OWNERSHIP OF... Actually there is a section "MEASUREMENTS OF SUCCESS". Should include as heading if there is substantive content. It lists items: Campaign Performance — ..., Client Satisfaction Scores — ..., Client Retention — ..., Growth Contribution — ..., Timely & Accurate Delivery — ..., Internal Team Confidence — ..., Quality of Thinking — ..., Salesforce Hygiene — ... So that is a list. Also there is a section "What This Role Is Not" with bullet points. Should include? It's substantive content describing what role is not. Should include as heading? Possibly yes. It's a section with content. Use heading

    What This Role Is Not

    and list items. Also "PRIORITIES" includes subheadings: New Client Launch Schedule..., Weekly Ongoing..., As Needed..., Monthly / Quarterly. Those could be subheadings but we only allowed

    for section headings. Could treat each as

    ? Not allowed. We could treat them as within

    ? But instruction: Use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says use

    for section headings (list examples). It doesn't forbid other headings, but we should follow instruction: use

    for section headings. Likely they expect only those standard headings; but we can still use

    for each major section we identify. For sub-sections we could use

    with bold or just include as list items with description. Simplify: We'll create sections: About Oxford Road (maybe not needed as it's company description; but it's substantive). Could treat as

    About Oxford Road

    with

    . Then

    Why This Role Is Important

    with

    . Then

    The Mindset

    with

    . Then

    Radical Ownership Of…

    with

    • items. Then

      Measurements of Success

      with
      • . Then

        Priorities

        with maybe sub-sections as

        bold? But we could break into

        New Client Launch

        etc but that may be too many sections. However instruction: Prefer a few substantive sections over many thin ones. So maybe keep Priorities as one section with nested lists? Could do
        • New Client Launch Schedule: ...
        etc. Then

        What You’ll Need

        with
        • . Then

          What This Role Is Not

          with
          • . We should also include maybe "Weekly Outlook" but it's cut off; ignore. Now need to preserve all substantive information; not invent or summarize away detail. Must not omit details. Need to capture all points from the text. Let's extract content. Company description: "About Oxford Road Oxford Road is the world’s largest podcast advertising agency. We unite brands and creators through strategy and technology for outcomes only we can deliver. Since the beginning of podcasting, we’ve been here building the playbook, setting the standards, and scaling brands through the power of audio and creator-driven media. Today, we manage campaigns across podcasts, radio, streaming audio, YouTube, and emerging creator platforms for clients that include half of the top advertisers in podcasting. What really sets us apart? We’re not just buying media. We’re shaping the market itself. Our thought leadership defines the conversation. Our newsletter reaches thousands of industry decision-makers every week. Our podcast, The Media Roundtable, convenes the most influential voices in audio advertising. Our annual Chief Audio Officer Summit is the premier gathering for marketers, platforms, and creators shaping the future of the medium. Our research (from attribution methodologies to brand safety frameworks) becomes industry standard. We don’t wait for the market to tell us what’s next. We build it." That's a paragraph. Why This Role Is Important: paragraph(s). Let's capture: "Client Success is the foundation everything else is built on. Growth opportunities only exist because clients trust us, and that trust is earned through consistent, excellent service, campaign performance, and the kind of proactive communication that makes clients feel like they always have a dedicated partner in their corner. The best Client Success Leads don't feel like vendors to their client; they feel like a member of their internal team. Someone who knows their business, speaks their language, and is as invested in their success as they are. This role is also not growth-agnostic. Because Client Success sits closest to the client, this team is uniquely positioned to identify expansion signals before anyone else sees them. The best CS Leads don’t just protect a book of business — they actively grow it by deepening relationships, surfacing opportunities, and partnering with the Growth team to bring those ideas to life. Retention and growth are two sides of the same coin, and this role owns both." That's a paragraph. The Mindset: paragraph(s). Let's capture: "This role isn’t just about managing accounts. It’s about making clients feel like they couldn’t succeed without us. That means being the connective tissue between every internal team and the client, catching problems before they become crises, delivering insights that make our clients look smart to their own leadership, and proactively identifying opportunities to do more. You don’t wait to be asked. You don’t pass the buck. You don’t explain why something didn’t happen. You make it happen. You bring data-backed points of view, not just status updates. And when you see a client ready to expand, you don’t wait for the Growth team to find it — you bring it forward. The success team is expected to bring strategic thinking to performance and satisfaction, not just process execution. Client Success leads on performance and satisfaction while keeping a consultative duty on growth. You actively surface growth signals and partner with the Growth team. You bring recommendations, not menus. When a client has a problem, you don't present three options and ask them to choose… you tell them what you think they should do and why. You present the expensive idea. You present the unconventional one. You give them something to say no to, not something to hide behind. And when something goes wrong internally, that never becomes the client's explanation." That's a paragraph. Radical Ownership Of…: heading then paragraph: "Owning these areas well is what separates good from great in this role." Then list items: - Campaign Execution & Pacing — Own the day-to-day health of every campaign in your book. Be the first to know when something needs to change and have a plan before the client asks. - Performance Insights — Dig into the data to understand the why behind results. Identify patterns, anomalies, and opportunities, and bring those findings forward with a clear point of view and not just a data dump. Synthesize insights in partnership with the Growth team to build strategies that improve results at scale. - Client Relationships & Day-to-Day Communication — Serve as the primary point of contact for assigned clients. Own the relationship from onboarding through ongoing campaign management, ensuring clients feel informed, valued, and confident at every stage. - Campaign Launch Coordination — Orchestrate every new client onboarding touchpoint in collaboration with New Biz & Growth Leads - including internal kickoffs, Salesforce setup, Slack channel creation, dashboard requests, analytics notification, and finance account setup. - Weekly Performance Reporting — Pull, analyze, and deliver weekly reports that go beyond the numbers. Surface what’s working, what isn’t, and what we’re doing about it. QC all dashboards before client review. Clients should never have to ask “how are things going?” - Mistake Ownership — When something goes wrong, you get ahead of it. The client should never find a problem before you do. Own the error, bring the resolution, and make sure the fix delivers more value than the mistake cost. Trust is built in how you handle the hard moments, not just the easy ones. - Quarterly Business Reviews — Own the QBR process end to end: preparation, storytelling, delivery, and follow-through. QBRs should make clients feel like strategic partners, not just buyers. They should walk away with a clear picture of what we’ve accomplished, where we’re headed, and why they should stay and grow with Oxford Road. - Growth Signal Identification — Maintain a strategic lens on every account. Actively look for expansion opportunities (new channels, untapped audiences, incremental budget conversations) and bring those signals to the Growth team with context and a POV. The CS Lead is the first line of offense on account growth, even when the Growth team owns the proposal. - Client Communication — Respond to emails within 2 hours, send recaps after every call, and initiate proactive outreach before clients come looking for answers. Always be a step ahead. - Retention — Own the client relationship so deeply that churn feels unthinkable. Campaign success covers a multitude of problems — always keep your eyes on the prize. May share responsibilities on accounts where no Client Service Coordinator is Assigned: Cross-Functional Coordination — Quarterback media, creative, analytics, and activation teams on your accounts. Ensure everyone is aligned and that internal complexity never becomes the client’s problem. - Operational Integrity — Maintain Basecamp project management, Salesforce forecasts, competitive reporting, and all client-facing materials with accuracy and timeliness. - Optimization Execution — Coordinate campaign optimizations, makegoods, script variation requests, and promo code management in close collaboration with media, creative, and growth teams. - Creative & Compliance Coordination — Manage script variation requests, approve voiced radio airchecks, share top reads and bonus reporting, and coordinate all client approvals on creative deliverables. - Financial Administration — Request and approve post invoices, maintain monthly Salesforce forecasts, and coordinate CIA invoice reconciliation with the Accounting team.