Client Success Manager

Icon makes winning ads and branded content for some of the fastest-growing DTC and enterprise companies in the world. We're now launching our managed creative/ads services and looking to scale our team aggressively. We're on a mission to become a trillion dollar generational company.

Overview

We're hiring an Account Manager to own our client relationships end-to-end. You'll be the face of Icon to the brands we work with — making sure they're getting results, renewing, and expanding, while keeping our creative team pointed at the highest-impact work every single day. You'll be part relationship-builder, part strategist — we'll rely on you to keep clients happy, informed, and growing their spend with us. At the same time, you'll be the connective tissue between the client and our creative pipeline — as an agency producing tens of thousands of ads per month, you'll make sure every client's goals translate cleanly into briefs, deliverables, and performance. You are the person who makes sure clients stay, win, and scale with Icon.

What You'll Own

1) Client Relationships & Retention (Trust + Renewals)

Own the day-to-day relationship: you're the primary point of contact and the person clients trust.

Run regular check-ins, updates, and reviews so clients always know where things stand. Set clear expectations and manage them proactively (no surprises, no silence).

Catch dissatisfaction and churn risk early — and drive the save before it's a cancellation.

Hit renewal and retention targets across your book of business.

2) Account Growth (Expansion + Spend)

Identify upsell and expansion opportunities (more creators, more ad volume, new product lines). Build the case for growth with performance data and clear ROI.

Coordinate with sales/leadership to close expansions and renewals.

Grow each account's spend over time by proving Icon's value continuously.

Turn happy clients into references, case studies, and referrals.

3) Execution & Cross-functional Coordination (Briefs + Performance)

Translate client goals into clear, actionable briefs for the creative team.

Coordinate priorities with Creative Ops so client work ships on time and at quality.

Track and report on creative performance (delivery, throughput, results) back to clients.

Own escalations: when something slips, you drive the fix across teams.

Work closely with Ops and Engineering to remove recurring friction in the client workflow.

You're a Fit If You…

Have experience in account management / client success / agency relationship management (especially high-volume or performance-driven environments).

Can build trust fast and manage clients with both warmth and high standards.

Are commercially sharp: you spot growth opportunities and know how to close them.

Are obsessive about follow-through, communication, and never letting a client feel ignored.

Can translate messy client needs into clear requirements for the creative and eng teams.