Client Success Manager

About this role

About Oxford Road

Oxford Road is the world’s largest podcast advertising agency. We unite brands and creators through strategy and technology for outcomes only we can deliver.

Since the beginning of podcasting, we’ve been here building the playbook, setting the standards, and scaling brands through the power of audio and creator-driven media. Today, we manage campaigns across podcasts, radio, streaming audio, YouTube, and emerging creator platforms for clients that include half of the top advertisers in podcasting.

What really sets us apart? We’re not just buying media. We’re shaping the market itself.

Our thought leadership defines the conversation. Our newsletter reaches thousands of industry decision-makers every week. Our podcast, The Media Roundtable, convenes the most influential voices in audio advertising. Our annual Chief Audio Officer Summit is the premier gathering for marketers, platforms, and creators shaping the future of the medium. Our research (from attribution methodologies to brand safety frameworks) becomes industry standard.

We don’t wait for the market to tell us what’s next. We build it.

WHY THIS ROLE IS IMPORTANT

Client Success is the foundation everything else is built on. Growth opportunities only exist because clients trust us, and that trust is earned through consistent, excellent service, campaign performance, and the kind of proactive communication that makes clients feel like they always have a dedicated partner in their corner. The best Client Success Leads don't feel like vendors to their client; they feel like a member of their internal team. Someone who knows their business, speaks their language, and is as invested in their success as they are.

This role is also not growth-agnostic. Because Client Success sits closest to the client, this team is uniquely positioned to identify expansion signals before anyone else sees them. The best CS Leads don’t just protect a book of business — they actively grow it by deepening relationships, surfacing opportunities, and partnering with the Growth team to bring those ideas to life. Retention and growth are two sides of the same coin, and this role owns both.

THE MINDSET

This role isn’t just about managing accounts. It’s about making clients feel like they couldn’t succeed without us. That means being the connective tissue between every internal team and the client, catching problems before they become crises, delivering insights that make our clients look smart to their own leadership, and proactively identifying opportunities to do more.

You don’t wait to be asked. You don’t pass the buck. You don’t explain why something didn’t happen. You make it happen. You bring data-backed points of view, not just status updates. And when you see a client ready to expand, you don’t wait for the Growth team to find it — you bring it forward. The success team is expected to bring strategic thinking to performance and satisfaction, not just process execution.

Client Success leads on performance and satisfaction while keeping a consultative duty on growth. You actively surface growth signals and partner with the Growth team.

You bring recommendations, not menus. When a client has a problem, you don't present three options and ask them to choose… you tell them what you think they should do and why. You present the expensive idea. You present the unconventional one. You give them something to say no to, not something to hide behind. And when something goes wrong internally, that never becomes the client's explanation.

RADICAL OWNERSHIP OF…

Owning these areas well is what separates good from great in this role.

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Campaign Execution & Pacing — Own the day-to-day health of every campaign in your book. Be the first to know when something needs to change and have a plan before the client asks.

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Performance Insights — Dig into the data to understand the why behind results. Identify patterns, anomalies, and opportunities, and bring those findings forward with a clear point of view and not just a data dump. Synthesize insights in partnership with the Growth team to build strategies that improve results at scale.

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Client Relationships & Day-to-Day Communication — Serve as the primary point of contact for assigned clients. Own the relationship from onboarding through ongoing campaign management, ensuring clients feel informed, valued, and confident at every stage.

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Campaign Launch Coordination — Orchestrate every new client onboarding touchpoint in collaboration with New Biz & Growth Leads - including internal kickoffs, Salesforce setup, Slack channel creation, dashboard requests, analytics notification, and finance account setup.

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Weekly Performance Reporting — Pull, analyze, and deliver weekly reports that go beyond the numbers. Surface what’s working, what isn’t, and what we’re doing about it. QC all dashboards before client review. Clients should never have to ask “how are things going?”

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Mistake Ownership — When something goes wrong, you get ahead of it. The client should never find a problem before you do. Own the error, bring the resolution, and make sure the fix delivers more value than the mistake cost. Trust is built in how you handle the hard moments, not just the easy ones.

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Quarterly Business Reviews — Own the QBR process end to end: preparation, storytelling, delivery, and follow-through. QBRs should make clients feel like strategic partners, not just buyers. They should walk away with a clear picture of what we’ve accomplished, where we’re headed, and why they should stay and grow with Oxford Road.

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Growth Signal Identification — Maintain a strategic lens on every account. Actively look for expansion opportunities (new channels, untapped audiences, incremental budget conversations) and bring those signals to the Growth team with context and a POV. The CS Lead is the first line of offense on account growth, even when the Growth team owns the proposal.

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Client Communication — Respond to emails…