• As an Associate Brand Protection Partner, you will own the client relationship related to value delivery • Primary responsibility for client satisfaction and retention • Jointly responsible for setting the strategy for each customer in your portfolio • Ensure that this strategy is delivered by your team • Primary point of escalation for your customers • Monitor their health on a regular basis • Create, drive, and continuously improve the strategy for customer • Agree on KPI’s or other success measures with the customer • Actively monitor and report on progress for all customer programs • Provide regular performance feedback for all Client Manager/ Coordinators working in your team • Deal with customer communications and escalations in a timely manner • Undertake and lead on quarterly customer business reviews for feedback • Monitor health and own accountability for all customer • Collaborate with other departments to ensure a cohesive approach to brand protection

The Client Success Manager, Scale is responsible for driving product adoption, retention, and client satisfaction through scalable, technology-driven engagement strategies within the AgencyBloc suite of products and services. This role leverages automation, data insights, and digital resources to support a broad client base efficiently. The ideal candidate is analytical, tech-savvy, and passionate about optimizing the client experience at scale. Responsibilities: Client Engagement & Adoption Serve as a product and process expert on the AgencyBloc’s suite of products, guiding clients to success through scalable, technology-driven engagement. In collaboration with the Client Experience team, create, maintain, and optimize digital touchpoints; including in-app guidance, knowledge base articles, email campaigns, and webinars; to support product adoption and client education. Support scalable renewal and retention initiatives by ensuring clients understand and realize the value of AgencyBloc’s solutions. Customer Health & Insights: Monitor customer health and product usage trends to identify at-risk accounts and opportunities for proactive engagement. Leverage analytics and reporting tools to track adoption metrics, identify trends, and recommend actions to improve retention and satisfaction. Contribute to the continuous improvement of automation and client lifecycle management tools. Cross-Functional Collaboration: Collaborate with Product, Marketing, and Support teams to deliver coordinated client communications and enhance the customer journey. Act as the voice of the customer, collecting and communicating feedback to inform product enhancements and experience improvements. Participate in internal knowledge sharing to continuously refine tech-touch strategies, tools, and workflows. Perform other duties as assigned to support the success and scalability of the Client Success team and its initiatives. Skills/Education/Experience: 2+ years of experience in SaaS client success, digital engagement, or customer lifecycle management. Familiarity with CRM and client success automation platforms (e.g., Gainsight, HubSpot, or similar). Strong analytical and problem-solving skills with the ability to interpret data and drive action. Excellent written communication and digital content creation skills (e.g., emails, guides, or video scripts). High comfort level with technology and SaaS applications. Strong organizational skills and attention to detail in managing processes across a large client base. Collaborative and adaptable team player who thrives in a fast-paced, evolving environment. Motivated by improving processes and scaling client impact through automation and innovation. Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

• Diagnose & Clarify Operational Challenges • Identify and analyze breakdowns across onboarding, customer success, and support workflows. • Diagnose root causes of operational friction and translate them into clear, prioritized problem statements. • Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities. • Design & Implement Scalable Solutions • Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes. • Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability. • Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors. • Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms). • Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways. • Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV). • Operationalize & Scale Execution • Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record. • Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions. • Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model). • Reduce reactive firefighting by replacing manual coordination with durable workflows and automation. • Drive change management through documentation, enablement, and adoption support. • Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.

• Lead and manage trusted client relationships - acting as a primary point of contact for customer inquiries and escalations, ensuring timely responses and as a trusted advisor to ensure client health and strategic alignment. • Oversee the customer lifecycle, from strategic onboarding through retention - providing technical support, addressing inquiries, resolving issues, and ensuring product functionality meets specifications. • Serve as voice-of-the customer, collaborating with Product and engineering teams to address product reliability considerations and provide feedback for product improvements based on client needs. • Pioneer and execute strategies to maximize customer satisfaction and retention, actively identifying opportunities for upselling and cross-selling. • Drive alignment for client success initiatives across cross-functional teams, ensuring they are integrated with and directly contribute to overall company growth objectives and strategies. • Work closely with finance team partners to track and stay informed of account financial performance of assigned clients • Represent client needs and feedback within the organization, advocating for their best interests and ensuring they receive optimal service • Track, analyze, and report on key client success metrics (e.g., recurring revenue/margin, product adoption rates, satisfaction scores), providing clients with regular updates on their performance and outcomes and strategic, data-backed recommendations for performance and outcome improvement.