About the Role

As an Agency Client Success Manager, you’ll be the digital quarterback for your clients—owning the strategy, communication, and orchestration of multi-channel marketing programs. You’ll guide clients through their full funnel of deliverables (paid media, SEO, email, creative, and more), ensuring every initiative ladders up to their growth goals. You’ll work cross-functionally with internal teams and vendor partners to plan, brief, execute, and optimize campaigns that drive measurable results. You’ll translate performance data into clear business outcomes, recommend next steps grounded in benchmarks and client KPIs, and lead proactive conversations that drive retention and expansion. Reporting & Team: You’ll report to the Head of Client Success and work closely with our Client Success Team Lead, Account Coordinators, Ad Ops, and vendor partners.

• Digital Quarterbacking: Lead client strategy and keep all moving parts aligned—client goals, channel plans, deliverables, timelines, and results.
• Portfolio Leadership: Own a book of business of ~35–40 accounts with accountability for retention, satisfaction, and ROI.
• Performance & Insights: Turn paid media, email, SEO, and site performance data into client-ready insights and recommendations based on benchmarks, trends, and KPIs.
• Client Growth: Identify and position upsell/cross-sell opportunities tied to client goals and business outcomes; partner internally to close expansion.
• Executive Communication: Lead monthly reviews with clear storytelling, strong recommendations, and action plans.

• Client Retention Rate
• Net Revenue Retention
• Expansion / Upsell Revenue
• Client satisfaction (CSAT/NPS)

• 3–5+ years in a digital marketing agency as a Client Success Manager, Account Manager, or Account Strategist (must-have)
• Hands-on or strategic experience with paid media (Meta, Google, programmatic), SEO, email marketing, and paid social
• Cannabis industry marketing experience is a plus
• Strong understanding of eCommerce marketing (Shopify, WooCommerce, etc.)
• Proven success driving client retention and account growth
• Fluency with performance metrics (CTR, CAC, ROAS, LTV, CPA, etc.) and ability to explain them to senior stakeholders
• Experience with GA4, Google Search Console, GTM (or similar analytics toolkits)
• Comfortable working in HubSpot/ClickUp (or similar CRM + project management tools)
• Comfort with recurring revenue / SaaS-like account structures (multi-month engagements, performance-driven relationships)

• A strategic marketer who thrives on connecting digital tactics to business outcomes
• Confident speaking to campaign performance, strategy, and growth levers across multiple channels
• Proactive and data-driven; you anticipate client needs before they raise them
• Revenue-minded and comfortable leading commercial conversations
• A strong collaborator who thrives in a cross-functional, fast-paced environment

• Up to $130k CAD OTE

• 100% remote
• PTO
• High autonomy, fast pace, and lots of opportunity to grow as the business scales

• 3-5 Minute Introduction video
• Initial interview with Client Success Team Lead
• Interview wth Head of Client Success
• Short mock reporting/client performance presentation
• Final conversation with leadership (as needed)

• Send us your resume, a short note on why you’re the right fit for this role, and answers to the screening questions below to careers@herb.co.

• Can you start immediately?
• How many years have you worked in a digital marketing agency as a CSM/Account Manager/Strategist?
• Have you successfully upsold or expanded services with existing clients?
• Do you have experience managing recurring or SaaS-based revenue accounts?
• How many clients have you managed concurrently?
• Have you worked with eCommerce clients (Shopify, WooCommerce)?
• How many years of experience working with email marketing platforms like Klaviyo, Mailchimp, or Postscript? How many years of experience working with email marketing platforms like Klaviyo, Mailchimp, or Postscript?
• How many years of experience do you have working with Media platforms like Meta, Google, StackAdapt, Twitter, or custom DSPs?