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Client Success Manager – Agency

Herb is the largest and most trusted digital platform in cannabis — reaching millions of consumers every month through content, media, and performance marketing. We help dispensaries and brands grow awareness, traffic, and sales in one of the fastest-growing and most dynamic industries in the world. Cannabis marketing isn’t easy — regulations are tight, platforms behave differently, and best practices are constantly evolving. That’s exactly why our clients rely on us. Herb combines media, creative, and performance marketing into a scalable, compliant model that delivers real business outcomes — not just impressions. We’re building a modern, high-growth business at the intersection of media, SaaS, and digital marketing. Our recurring-revenue model is designed for long-term partnerships, not one-off campaigns, and our team thrives on solving complex growth challenges in a category that’s still being defined. If you’re excited by fast growth, high ownership, and the chance to shape how brands win in an emerging industry, this is a rare opportunity to do meaningful work with real impact.

About the Role

As an Agency Client Success Manager, you’ll be the digital quarterback for your clients—owning the strategy, communication, and orchestration of multi-channel marketing programs. You’ll guide clients through their full funnel of deliverables (paid media, SEO, email, creative, and more), ensuring every initiative ladders up to their growth goals. You’ll work cross-functionally with internal teams and vendor partners to plan, brief, execute, and optimize campaigns that drive measurable results. You’ll translate performance data into clear business outcomes, recommend next steps grounded in benchmarks and client KPIs, and lead proactive conversations that drive retention and expansion. Reporting & Team: You’ll report to the Head of Client Success and work closely with our Client Success Team Lead, Account Coordinators, Ad Ops, and vendor partners.

What You'll Own

Digital Quarterbacking: Lead client strategy and keep all moving parts aligned—client goals, channel plans, deliverables, timelines, and results.
Portfolio Leadership: Own a book of business of ~35–40 accounts with accountability for retention, satisfaction, and ROI.
Performance & Insights: Turn paid media, email, SEO, and site performance data into client-ready insights and recommendations based on benchmarks, trends, and KPIs.
Client Growth: Identify and position upsell/cross-sell opportunities tied to client goals and business outcomes; partner internally to close expansion.
Executive Communication: Lead monthly reviews with clear storytelling, strong recommendations, and action plans.

Performance Metrics

Client Retention Rate
Net Revenue Retention
Expansion / Upsell Revenue
Client satisfaction (CSAT/NPS)

Required Experience

3–5+ years in a digital marketing agency as a Client Success Manager, Account Manager, or Account Strategist (must-have)
Hands-on or strategic experience with paid media (Meta, Google, programmatic), SEO, email marketing, and paid social
Cannabis industry marketing experience is a plus
Strong understanding of eCommerce marketing (Shopify, WooCommerce, etc.)
Proven success driving client retention and account growth
Fluency with performance metrics (CTR, CAC, ROAS, LTV, CPA, etc.) and ability to explain them to senior stakeholders
Experience with GA4, Google Search Console, GTM (or similar analytics toolkits)
Comfortable working in HubSpot/ClickUp (or similar CRM + project management tools)
Comfort with recurring revenue / SaaS-like account structures (multi-month engagements, performance-driven relationships)

Who You Are

A strategic marketer who thrives on connecting digital tactics to business outcomes
Confident speaking to campaign performance, strategy, and growth levers across multiple channels
Proactive and data-driven; you anticipate client needs before they raise them
Revenue-minded and comfortable leading commercial conversations
A strong collaborator who thrives in a cross-functional, fast-paced environment

Compensation

Up to $130k CAD OTE

Benefits & Perks

100% remote
PTO
High autonomy, fast pace, and lots of opportunity to grow as the business scales

Interview Process

3-5 Minute Introduction video
Initial interview with Client Success Team Lead
Interview wth Head of Client Success
Short mock reporting/client performance presentation
Final conversation with leadership (as needed)

To Apply

Send us your resume, a short note on why you’re the right fit for this role, and answers to the screening questions below to careers@herb.co.

Screening Questions

Can you start immediately?
How many years have you worked in a digital marketing agency as a CSM/Account Manager/Strategist?
Have you successfully upsold or expanded services with existing clients?
Do you have experience managing recurring or SaaS-based revenue accounts?
How many clients have you managed concurrently?
Have you worked with eCommerce clients (Shopify, WooCommerce)?
How many years of experience working with email marketing platforms like Klaviyo, Mailchimp, or Postscript? How many years of experience working with email marketing platforms like Klaviyo, Mailchimp, or Postscript?
How many years of experience do you have working with Media platforms like Meta, Google, StackAdapt, Twitter, or custom DSPs?

How to Apply

Send us your resume and a short note on why you’re the right fit for this role to careers@herb.co.

Are you ready for your new career?