Client Success Manager

Who we are & what we do:

Gain Theory is a leading global marketing effectiveness and foresight consultancy. We combine quality data, proprietary technology, and advanced analytics to give our clients the confidence to make better informed investment decisions that drive growth.

Growth is the defining characteristic of successful organizations, and Gain Theory’s vision is to accelerate growth for ambitious brands. We define ambitious brands as those that generate earnings/profits above the industry average.

We deliver:

• Data strategy, harmonization, and visualization.
• Advanced analytics and modeling, including MMM, attribution and unified measurement, testing, segmentation, behavioral sciences, choice analytics, simulation, war gaming, and forecasting.
• High-touch consultancy that includes bespoke roadmaps, training and education, industry benchmarking, and activation planning.

At Gain Theory, we love accelerating growth for ambitious brands and people. As a Gain Theorist, you will need to demonstrate behaviors that support our values.

Our values are: Be Curious, Be Positive, Act with Consideration, and Make it Better. You can read more about our values here: www.gaintheory.com/our-culture-people-and-value

What you’ll do:

The Client Success Manager will report to the Client Success Director and work closely with the client leadership team to ensure optimal delivery and satisfaction. The ideal candidate should have a minimum of 3 years of experience in project management, client relationship management, and data analytics.

The Client Success Manager should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritize tasks effectively. They should have excellent problem-solving skills, attention to detail, and a proactive approach to identifying and resolving issues.

The successful candidate should have a deep understanding of the Marketing Effectiveness and analytics industry and be up to date with the latest trends and developments. They should be able to interpret data and analytics insights and present them in a clear and concise manner to clients.

The Client Success Manager should be a team player and possess effective communication and interpersonal skills to collaborate effectively with cross-functional teams.

Key Responsibilities:

Accountabilities:

Drive optimal client project processes for work delivery and client satisfaction.

• Deliver high-quality client materials in line with strategic objectives.
• Contribute to collaborative team learning and knowledge sharing to strengthen capabilities.
• Deliver in specific areas of client engagement and management as defined by client leadership.
• Support with client growth initiatives and new business pitches.
• Cross-collaboration with analytics, data, and ops team members to ensure a well-functioning squad with high levels of satisfaction.
• Maintains a strong focus on the Marketing Effectiveness & analytics industry and those of our clients.

KPIs & Success Factors:

• Client Satisfaction: Performance, Preference and Likelihood to Recommend
• Net Sales Growth
• Active Client Stakeholder #s
• Influence of Client Stakeholders
• Value Generated for Clients
• Client Advocacy (willingness to enter awards, provide references, awards)
• Average Annual Client Size
• Client Success Employee Satisfaction

Critical Capabilities:

• Data and analytical interpretation skills to bring GT insights to life for a client audience.
• Proficient in supporting project and client relationship management.
• Knowledgeable in SOW oversight and risk management practices.
• Committed to supporting quality assurance and best practice adherence.
• Effective communication and interpersonal skills to aid team collaboration.
• Strategic assistance in financial analysis for client budgeting and profitability insights.

Key Relationships:

• Clients, Client Success Group
• Data, Analytics and Operations Practice Areas, New Business and Strategy

What you’d need to succeed:

• 3+ years of experience in an analytically focused leadership role, preferably within marketing analytics, consulting, or a related field.
• Strong understanding of Marketing Mix Modeling, econometrics, or attribution methods.
• Proven ability to lead, manage, and develop high-performing Client Success teams.
• Demonstrated ability to manage client relationships and communicate complex analytics to non-technical audiences.
• Strong strategic thinking and problem-solving skills.
• Strong commercial mindset with experience identifying new opportunities.
• Excellent communication, presentation, and stakeholder management skills.
• Proven project management experience, with the ability to manage multiple projects simultaneously.
• Skilled in tools such as Excel, PowerPoint, and at least one analytics environment (R, Python, or similar).
• Bachelor's or Master's degree in a quantitative field (e.g., Statistics, Economics, Mathematics).