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Full-time
Sr. Client Success Manager
Job Title:
Sr. Client Success Manager
Location:
Remote
Type:
Full-Time,
US East Coast time zone
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About Us
We’re Punch—a branding and creative agency that believes when content and design are thoughtfully brought together, we build brands that stand out and experiences that people actually remember. From strategy to pixels, logos to launchpads, we do it all—without the buzzwords or the ego.
Our team blends brains, design chops, and just the right amount of caffeine to craft smart, scroll-stopping work for B2B, B2C, and B2G brands that want more than the usual. We do strategy. We do design. We do development. We do motion, UX, UI, brand identities, video, events, and the occasional mic drop. If it needs thinking and making—we’re in.
Let’s make something that adds the right amount of punch.
The Role
The Senior Client Success Manager (Sr. CSM) is a strategic leader and relationship builder who serves as the primary liaison between Punch’s clients and our internal teams across creative, strategy, and production. Managing a larger portfolio of accounts, including high-value and complex clients. The Sr. CSM ensures clients feel heard, supported, and confident in both our partnership and the outcomes we deliver.
In addition to owning client relationships, Sr. CSMs help shape how our team operates. They bring seasoned communication, proactive problem-solving, and a growth-oriented mindset to every interaction, internally and externally. Reporting to the Associate Director of Client Success, this role works closely with strategists and creatives to maintain account health and client satisfaction. Sr. CSMs as requested by the Associate Director, mentor fellow CSMs, occasionally lead team standups, and provide support to the Associate Director of Client Success on department-wide initiatives. They are trusted to navigate nuanced conversations, drive strategic account growth, and maintain operational clarity in fast-paced, cross-functional environments.
What You’ll Do
Client Relationship Leadership
- Serve as the strategic point of contact for a complex portfolio of clients, driving long-term partnership success and satisfaction.
- Lead high-stakes client communications with clarity and empathy, navigating sensitive or challenging conversations with professionalism and confidence.
- Timely responses to client requests from external PM tools and emails, along with managing communication of project statuses.
- Lead fellow team members by example on client interaction best practices and serve as an escalation point when needed.
- Handle onboarding of new teammates to teach operational practices such as Print Orders and allow them to shadow client calls selected by the Associate Director, CSM.
Strategic Planning & Execution
- Translate client goals into actionable briefs, scopes, and deliverables in partnership with internal teams.
- Be an expert in the creation of expedited timelines and meeting deadlines.
- Align client priorities with internal resourcing and project timelines using tools like Asana, Google Docs, and Slack.
Cross-functional Collaboration
- Coordinate with strategy, creative, and production teams to ensure deliverables are on-brand, on-brief, and on-time.
- Serve as an internal advocate for client needs while also guiding clients on best practices and creative recommendations.
- Work with vendors to bring conference and event swag and booth presence to life, collaborating with designers and print vendors to ensure accuracy and on-time delivery.
- Lead post-mortem conversations with creative teams to resolve complex issues for high-value accounts
Account Growth & Optimization
- Identify opportunities for upselling, cross-selling, and strategic account growth.
- Monitor overall account health across multiple workstreams and engagements.
- Responsible for producing case studies and highlighting client successes to showcase on social media.
- Conduct regular QBRs with strategists to optimize client relationships and to recommend tailored solutions to drive increased value.
Issue Resolution
- Anticipate potential challenges, resolve blockers quickly, and maintain momentum toward delivery milestones.
What You Bring
Teamwork
As a Sr. Client Success Manager, you are a connective force within Punch, ensuring that the needs of the client and the talents of the team are aligned.
Collaboration First
- Work hand-in-hand with strategists to define client goals and positioning.
- Partner with creative leads to shape deliverables that reflect client aspirations and agency standards.
Culture Contributor
- Promote a culture of transparency, trust, and creative ambition across the team.
- Mentor junior teammates where applicable and provide input during team-wide retrospectives and process reviews
Big-Picture Thinking
- Connect project-level execution to client business outcomes and Punch’s strategic goals.
- Bring feedback from client experiences to help shape new offerings, refine processes, and inform cross-functional priorities.
Why Punch
- A creative, open-minded culture that values originality and big ideas
- Work with clients doing cool, innovative things in their industries
- Flexible remote work (with optional in-person collaboration days)
- A passionate team that loves what they do and brings good energy to every project
- Competitive salary and benefits, plus room to grow
