Client Success Executive - Brazilian Portuguese & LATAM Spanish

Client Success Executive Job Description

Position: Client Success Executive (CSE)

Reports to: Client Success Manager / Senior Client Success Manager

Location: Remote - with 2 meet-ups a month in London with team

Team: Client Success

A Client Success Executive is a frontline role that plays a key part in nurturing existing client relationships, managing a portfolio of Mid-Market and SMB clients, and supporting larger strategic initiatives alongside our Client Success Managers and Senior Client Success Managers.

As a Client Success Executive, you will develop into a trusted client consultant, responsible for ensuring campaigns run smoothly, identifying opportunities for growth, and contributing to overall client satisfaction and revenue generation.

Key Responsibilities

Client Management & Support:

• Manage and optimise campaigns for Mid-Market and SMB clients (primarily Brazilian Portuguese-speaking clients and some LATAM Spanish), ensuring day-to-day client needs are met.
• Act as the first point of contact for client requests, providing timely and effective responses.
• Highlight and escalate paused or underperforming clients to the relevant CSM/SCSM, ensuring feedback loops are completed.
• Assist with the creation of tags, overlays, and other technical campaign elements per client and team requirements.

Reporting & Analysis:

• Support the preparation and delivery of weekly/monthly performance reports, QBR presentations, and sector benchmarking insights.
• Identify trends, recommend improvements, and contribute to revenue projections.

Collaboration & Teamwork:

• Work closely with CSMs, SCSMs, and the sales team to support client onboarding, campaign optimisation, and growth opportunities.
• Collaborate with colleagues to share knowledge, provide assistance, and ensure high-quality delivery across portfolios.

Accountabilities:

• Conduct daily checks and maintain accurate reports across your client portfolio.
• Escalate client feedback (both positive and negative) promptly to relevant CSMs.
• Contribute to achieving a Customer Satisfaction (CSAT) score of 70%+ across the team.
• Actively participate in team initiatives to improve processes and enhance client outcomes.