Hands-on Recruitment has partnered with a subscription-based model agency and full-service creative agency to hire a Growth Manager / Customer Success Manager.
This is a growth-first, commercially driven role focused on expanding revenue within an existing client base. You will lead strategic accounts, identify upsell and cross-sell opportunities, and ensure clients maximize value from design and marketing subscription services.
While growth is the primary objective, you will also play a key role in retention and customer success, working closely with delivery teams to maintain high engagement and satisfaction.
This is not a traditional CSM role—it is proactive, strategic, and directly tied to revenue generation.
Key Responsibilities
1. Growth & Strategic Account Leadership (Primary Focus)
- Own and execute growth strategies for key accounts, including account plans and expansion roadmaps
- Partner with clients to understand business goals and translate them into actionable initiatives
- Lead Quarterly Business Reviews (QBRs) focused on ROI and performance
- Identify and close upsell, cross-sell, and subscription upgrade opportunities
- Collaborate cross-functionally with Sales, Delivery, and Creative teams
- Continuously optimize account strategies using performance data and insights
2. Retention & Customer Success
- Ensure strong adoption and satisfaction across accounts
- Monitor account health and proactively mitigate churn risks
- Support renewals by clearly demonstrating value and outcomes
- Leverage usage and engagement data to inform retention strategies
3. Data & Performance Management
- Track key metrics (e.g., utilization, engagement, project volume)
- Maintain accurate forecasting and CRM data
- Use insights to drive account growth and inform internal teams
Objectives (12 Months)
- Achieve strong Net Revenue Retention (NRR) through account expansion
- Drive meaningful expansion revenue from existing clients
- Deliver measurable client outcomes and build success stories
- Maintain churn below 4% annually
KPIs
Commercial
- Expansion MRR/ARR
- Upsell & cross-sell revenue
- Average revenue per account (ARPA)
- Renewal rate
Customer
- Strategic engagement frequency
- Stakeholder coverage
Pipeline
- Expansion pipeline value
- Opportunity creation per account
- Forecast accuracy
Ideal Profile
- Commercially driven with experience in B2B, subscriptions, or agency environments
- Strong blend of strategic thinking and execution
- Comfortable discussing marketing, design, and growth performance
- Data-driven with a structured approach to decision-making
- Skilled relationship builder who can both challenge and collaborate
What Makes This Role Different
Customer success as a driver of growth, not just retention
Growth-first focus, not service-led
Direct revenue ownership and impact
Strategic account leadership vs. reactive support