Job Description Customer Success Manager Role

Location: Remote

Type: TBD

Salary: TBD

Hours: Regular business hours

At SparkPortal, we provide video content strategy and production specifically for SaaS and B2B companies. Our differentiator from other video agencies is our business model: Video-as-a-Service. Unlike traditional video agencies, we work closer to the customer as their internal video team. Clients trust our advice and follow our recommendations instead of just submitting order requests. 60% of the videos we produce are animation and motion graphics (explainers, promos, sizzles). The other 40% are editing projects (Riverside interviews, testimonials, podcasts, webinar repurposing).

We have 13 clients, a Creative Director, a Project Manager, and a founder running sales. You will be our first dedicated Account Manager.

You own the strategic client relationship and the commercial side of the account. Not creative direction (our Creative Director owns that). Not production timelines (our Project Manager owns those). The relationship, the strategic fit, and the money.

You are the person making sure each client’s video work is genuinely moving their marketing needle, that they renew when their contract comes up, and that the partnership keeps growing year over year. You will also work with the founder to build the account management function from the ground up.

Onboarding. Every new client starts with a clear goal, a documented account plan, and a confident sense of what they are getting and when. You run kickoff, align with the client on what success looks like, and hand off cleanly to the CD and PM.

Account Health. Clients see real, measurable value from the video work and you have the data to prove it. You drive the biweekly review meeting, plan the upcoming video queue with the client, and run quarterly business reviews that tie video performance to the client’s marketing outcomes (pipeline, MQLs, conversions). You also capture NPS or CSAT regularly, surface at-risk accounts early, and keep the partnership healthy.

Renewal. Quarterly and annual retainers renew. No surprise churn. You own the renewal conversations, the commercial side of the account (invoicing included), and the health-score work that makes renewal a formality. The founder closes new deals and expansions. You set them up.

Run biweekly meetings with each assigned client to review the production queue and plan upcoming work

Run quarterly business reviews that tie video performance to the client’s business outcomes (pipeline, MQLs, conversions)

Document client goals and map them against the video pipeline

Capture NPS or CSAT regularly and use it as an early warning signal

Be the go-to relationship contact for assigned accounts (CD handles creative reviews, PM handles delivery)

Track account health and surface at-risk accounts to the founder

Own invoicing and the renewal conversation

Spot expansion signals and hand them to the founder to close

Coordinate with the Creative Director on strategy and the Project Manager on delivery

Build our account playbooks as we go (we don’t have these yet, you’ll write them)

3 to 5 years in account management at a creative, video, content, or B2B marketing agency. SaaS Customer Success experience is a strong plus if paired with creative or marketing services exposure.

You have owned client relationships, not just supported them

People-oriented, helper, problem solver

Native or fluent English (this is a US-facing role)

Comfortable with US time zone overlap

Calm under pressure. You don’t disappear when something goes sideways.

Process-minded with a knack for building playbooks

Detail-obsessed about communication

Bonus: experience working with SaaS marketing teams, video or content agencies, or productized service models

Bonus: familiarity with Winning by Design’s CS operating model (we will teach you what you don’t already know)

Day 30: You know each of your clients by name, goal, account health, and renewal date.

Day 60: You own day-to-day client communication for assigned accounts. The founder is out of routine comms.

Day 90: Account playbook v1 is documented. Biweekly review template is in place. Every client has a health score and a clear renewal path.