Client Success Manager

Campaign Performance — You share accountability with the Growth team for making the media work. Eyes on the prize.

Client Satisfaction Scores — weekly informed, minimum quarterly and annual formal measurement

Client Retention — 95%+ retention across your book of business. Health and stability of assigned accounts.

Growth Contribution — Actively surfacing expansion opportunities and feeding qualified signals into the Growth team pipeline.

Timely & Accurate Delivery — Weekly reporting, QBRs, and client-facing materials delivered on time and without errors.

Internal Team Confidence — Cross-functional teams view you as the reliable operational lead for your accounts. Are you making it easier or harder for media, creative, and analytics to do their best work?

Quality of Thinking — Are you bringing points of view or status updates? Are your recommendations backed by data and delivered with conviction? The standard isn't just whether you flagged the opportunity — it's whether you showed up with a clear perspective on what to do about it.

Salesforce Hygiene — Accurate forecasts and up-to-date opportunity management across primary opportunities.

This is not a passive account management role. Showing up to calls and sending recaps is table stakes, not the job.

This is not a pure execution role — you are expected to bring a point of view, flag risks, and push back when something isn’t right for the client.

This role does not own growth strategy or incremental expansion proposals — but you are the eyes and ears on the ground. You are expected to actively look for growth opportunities and bring them forward. When you see a client ready to expand, you don’t wait — you flag it immediately and partner with Growth to make it happen.

This is not a consultative, arm’s-length role. You are deeply embedded in your accounts and operationally accountable for their success.

Schedule and lead the internal kickoff call and pre-presentation regroup

Set up client in Salesforce: Primary Opportunities, Mention Templates, Competitor tracking

Create internal Slack channel and client folder in DR Specialists

Notify Analytics of initial spend and measurement data sources; support pixel attribution methodology definition

Request Tableau dashboard creation and client access

Set up account with Finance via email

Present media plan to client; lead the internal alignment meeting once plans are approved

Lead internal weekly calls — prepare and distribute agendas in advance; empower team members to come prepared with their subject-matter analysis

Lead external client calls — distribute agendas and results prior to the meeting; send recaps with action items post-meeting

Own weekly performance review process — synthesize insights and recommendations in partnership with the Growth Strategist

Coordinate with media teams on optimizations, makegoods, and revisions; follow up to confirm completion

Submit RFPs and “Please Book” approvals on confirmed media plans via Google Forms & Basecamp

QC dashboards before client review — own the full QC process from identification through resolution

Manage script variation requests and coordinate client creative approvals

Request and communicate promo codes and URLs to clients; verify they are live

Share radio post logs, top reads, and bonus reporting with clients

Coordinate host order information and manage vendor/creator onboarding calls

Review and approve voiced radio airchecks; retrieve from networks as needed

Notify Analytics of any pixel measurement changes

Conduct host read calls as needed

Maintain monthly Salesforce forecasts by client

Request CIA invoices (if required) and approve post invoices

Create and present Quarterly Business Reviews (QBRs)

Update and maintain competitive reporting

Exceptional Communication Skills — You can present results clearly to a CMO and translate complexity into confidence for a client.

Operational Discipline — Strong attention to detail and time management across multiple clients and projects simultaneously.

Relationship-First Mindset — You invest in the people behind the accounts, not just the metrics.

Only Oxford Mentality — A genuine drive to find the first, best, and most differentiated solution every time. You don't default to what's been done before. You push for creative integrations, present the option no one else would, and hold yourself to a standard of excellence that makes clients feel like they couldn't get this anywhere else.

Proficiency in Relevant Tools — Salesforce, Basecamp, Google Workspace, Microsoft Office; comfort with performance dashboards (Qlik, Tableau, or similar) is a plus.

Lead and attend all client calls for your assigned accounts — ~5 hours/week

Internal team syncs and cross-functional coordination — ~4-6 hours/week

Campaign monitoring, reporting prep, and performance analysis

Recap and follow-up communication after every client interaction

Strategic account reviews — scanning your book for growth signals, relationship risks, and expansion opportunities

Collaboration with the Growth team to share account intelligence, flag expansion signals, and align on client strategy

Do whatever it takes to make our clients successful.

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.