About Us
5th Element Media is a full-service marketing and media agency specializing in franchisee growth and brand elevation. We deliver tailored, data-driven marketing strategies and creative media solutions to help our clients thrive. With a growing portfolio of 50-60 clients, we pride ourselves on strong relationships, impactful results, and exceptional service.
About the Role
The Client Success Manager (CSM) plays a critical role in ensuring the success and satisfaction of our clients by serving as their primary point of contact. This role is essential to maintaining and growing the strong relationships that 5th Element Media is known for.
As a CSM, you will guide clients through their journey with us, from onboarding to ongoing check-ins, ensuring they fully understand and benefit from our services. You will proactively address client needs, deliver key updates from our team, and ensure feedback is communicated internally to drive improvements. Your focus will be on fostering trust, solving challenges, and driving customer loyalty.
Success in this role is measured by key metrics, including client retention rates, client satisfaction feedback, and the effectiveness of communication and collaboration. This is a high-impact, highly visible role where you’ll manage bi-weekly client calls with clients and maintain ongoing communication via email and Slack. The ideal candidate has exceptional communication skills, analytical thinking, and a passion for building meaningful relationships.
Location: Remote initially, transitioning to in-person in Q2 of 2025 (Temecula, CA)
Key Responsibilities
- Client Onboarding: Lead new clients through a smooth onboarding process, ensuring they understand our services, tools, and processes.
- Regular Client Check-Ins: Conduct bi-weekly calls with clients to provide updates, discuss metrics, and ensure alignment with their goals.
- Relationship Building: Establish trust and rapport with key decision-makers by understanding their business priorities, challenges, and long-term objectives. Serve as the client’s advocate within 5th Element Media, ensuring their voices are heard and needs are prioritized.
- Proactive Problem-Solving: Anticipate client concerns, address potential challenges before they escalate, and provide timely, effective solutions.
- Data Analysis & Reporting: Present clients with clear, actionable insights by interpreting performance data, identifying trends, and explaining results in a way that resonates.
- Feedback Loop: Act as the bridge between clients and internal teams, relaying client feedback to inform strategy and ensure their needs are met.
- Customer Education: Continuously educate clients on best practices, trends, and how to maximize the value of 5th Element Media’s services.
- Advocacy & Retention: Drive customer satisfaction and loyalty by ensuring clients feel supported, valued, and empowered to achieve their goals.
- Process Improvement: Identify opportunities to streamline communication, improve workflows, and enhance the overall client experience.
Soft Skills
To thrive in this role, you’ll need to excel in the following soft skills:
- Emotional Intelligence: The ability to understand and manage your own emotions while effectively navigating the emotions of others.
- Empathy: A client-first mindset with the ability to understand and address client needs and concerns.
- Exceptional Communication: Clear, concise, and professional verbal and written communication skills.
- Adaptability: Flexibility to handle evolving priorities in a fast-paced environment.
- Relationship Building: Proven ability to build trust and rapport with clients and internal teams.
- Problem-Solving: Quick and efficient identification and resolution of challenges.
- Time Management: Ability to prioritize tasks and manage multiple accounts effectively.
- Conflict Resolution: Skillfully addressing client concerns or issues while maintaining trust and professionalism.
- Team Collaboration: Working effectively with cross-functional teams to ensure seamless service delivery.
- Critical Thinking: The ability to analyze situations, make informed decisions, and deliver solutions.
Requirements
To succeed in this role while working remotely, you will need the following equipment and setup:
- High-Speed Internet: A reliable internet connection with upload/download speeds sufficient for video calls and data transfers.
- Professional Workspace: A quiet, distraction-free environment for client calls and team meetings.
- High-Quality Microphone and Camera: Professional-grade audio and video equipment to ensure clear communication during video calls.
- Multiple Monitors: At least two monitors to efficiently manage data, reports, and video calls simultaneously.
- Powerful Computer Setup: A high-speed, high-quality computer capable of running multiple applications and handling video conferencing seamlessly.
- Headset or Earbuds with Microphone: For clear audio during calls.
Note: Once we transition to in-person work in Q2 of 2025, these resources will be provided at our new office near Old Town Temecula, CA, in a fun and collaborative work environment.
Qualifications
- Experience: 3+ years in a client success, account management, or customer-facing role. Experience in marketing, media, or a similar industry is highly desirable.
- Exceptional Communication Skills: Clear, professional, and engaging verbal and written communication skills are a must.
- Strong Relationship Management: Proven ability to build and nurture long-term client relationships.
- Analytical Thinking: Ability to interpret data, metrics, and client feedback to drive improvements and align strategies with client goals.
- Problem-Solving Abilities: Quick thinker who can anticipate challenges and resolve issues efficiently.
- Technical Knowledge: Proficiency in tools like Google Workspace, Slack, Asana, and data presentation tools (e.g., PowerPoint, Google Slides). Familiarity with marketing and media processes is a plus.
- Project Management Skills: Highly organized with the ability to prioritize tasks and manage multiple accounts effectively.
Why Join 5th Element Media?
- Be part of a growing, innovative team passionate about delivering results for our clients.
- Work in a collaborative, supportive environment that values your ideas and contributions.
- Enjoy a fun, fast-paced office environment starting in Q2 of 2025, located near Old Town Temecula.
- Flexible work environment, beginning remotely with a planned transition to in-person.
- Opportunities for growth as the company expands, including leadership and specialized client management roles.
Benefits
- Competitive Hourly Wage: Starting at $35 per hour, with performance-based reviews and opportunities for raises based on individual and company achievements.
- Paid Time Off (PTO): One week of paid time off annually to recharge and enjoy time for personal passions.
- Professional Development: Access to training and development opportunities in areas relevant to your role, supporting your continuous learning and growth.
- Collaborative, Fast-Paced Culture: Work within a tight-knit, highly collaborative team where your contributions make an impact, and every day brings new opportunities.
- Flexible Work Environment: Remote work initially, with a transition to hybrid in 2025, offering flexibility with a balance between remote and in-office time.
- Resource Support: Access to any software or hardware you need to enhance your work or advance our team’s goals.
- 401(k) Contribution Plan: Available to help you plan for your future.
How to Apply
If you’re passionate about building meaningful client relationships and ensuring their success, we’d love to hear from you. Please submit your resume and a brief cover letter outlining your experience and interest in the role to careers@5them.com.
