Account Manager (Client Success Manager)

Spotlight Marketing + Branding is a US-based marketing agency that employs multiple Client Success Manager / Account Manager positions in Mexico. This is a remote role, working closely with our US-based team.

Spotlight Marketing + Branding helps service-based businesses—primarily law firms—attract better clients, not just more clients. We do this through strategic organic content (blogs, newsletters, social media) and paid social advertising.

We’re a collaborative, fast-moving team that values accountability, communication, and ownership. Our Mexico-based team members work closely with our US team and are treated as true partners—not offshore support.

This role is responsible for everything that happens after the sale.

You’ll own client relationships, manage onboarding and ongoing success, reduce churn, identify growth opportunities, and ensure clients feel supported, heard, and confident in their marketing strategy. You get to be creative about the way you manage those relationships, using our trusted and proven systems as support to reach your goals.

Your goals are simple: retain clients, grow accounts, and create raving fans.

• Develop and maintain strong, long-term relationships with assigned clients
• Serve as a primary point of contact post-sale
• Proactively check in with clients on a regular cadence (weekly, biweekly, monthly)
• Identify red flags early and address concerns in a retention-focused manner
• Resolve conflicts calmly, professionally, and efficiently
• Ensure clients are aligned with and understand their service strategy
• Maintain effective timelines for internal teams to deliver client services

• Support onboarding, kick-off calls, training, launches, and early success monitoring
• Ensure clear agendas, meeting summaries, and next steps are communicated
• Help ensure new services and upsells are properly introduced and adopted

• Provide friendly, accurate, and timely responses to client questions and requests
• Monitor and respond to the client support inbox or helpdesk as needed
• Document all client interactions according to SOPs
• Maintain detailed notes from client meetings and communications

• Identify opportunities to expand services or improve current results
• Support upsells, referrals, and reviews from satisfied clients
• Work closely with internal teams to recommend next-step solutions

• Ensure work is on track and communicate clearly with internal teams
• Follow and help improve SOPs, checklists, and processes
• Escalate issues appropriately and help troubleshoot solutions
• Celebrate wins and keep momentum moving

• Create, manage, and distribute client satisfaction surveys
• Identify trends and areas for improvement
• Support retention initiatives such as appreciation gestures, gifts, or loyalty programs

Do you need to be amazing at everything? No, but the more of this you already know how to do, the better. We value attitude, communication, and ownership just as much as experience.

• Clear, articulate spoken English
• Excellent written English
• Strong attention to detail
• Prior client-facing and/or account management experience
• Client-oriented, solutions-focused mindset
• Strong problem-solving skills
• Solid understanding of digital marketing concepts and digital advertising
• Reliable computer and internet connection