Client Success Manager (Paid Media & Digital Marketing)

About Us

Herb is the largest and most trusted digital platform in cannabis — reaching millions of consumers every month through content, media, and performance marketing. We help dispensaries and brands grow awareness, traffic, and sales in one of the fastest-growing and most dynamic industries in the world.

Cannabis marketing isn’t easy — regulations are tight, platforms behave differently, and best practices are constantly evolving. That’s exactly why our clients rely on us. Herb combines media, creative, and performance marketing into a scalable, compliant model that delivers real business outcomes — not just impressions.

We’re building a modern, high-growth business at the intersection of media, SaaS, and digital marketing. Our recurring-revenue model is designed for long-term partnerships, not one-off campaigns, and our team thrives on solving complex growth challenges in a category that’s still being defined.

If you’re excited by fast growth, high ownership, and the chance to shape how brands win in an emerging industry, this is a rare opportunity to do meaningful work with real impact.

Location: 100% Remote

About the Role

As an Agency Client Success Manager, you’ll be the digital quarterback for your clients—owning the strategy, communication, and orchestration of multi-channel marketing programs. You’ll guide clients through their full funnel of deliverables (paid media, SEO, email, creative, and more), ensuring every initiative ladders up to their growth goals.

You’ll work cross-functionally with internal teams and vendor partners to plan, brief, execute, and optimize campaigns that drive measurable results. You’ll translate performance data into clear business outcomes, recommend next steps grounded in benchmarks and client KPIs, and lead proactive conversations that drive retention and expansion.

Reporting & Team: You’ll report to the Head of Client Success and work closely with our Client Success Team Lead, Account Coordinators, Ad Ops, and vendor partners.

What You’ll Own

• Own client relationships and act as the main POC for performance marketing accounts
• Monitor campaign performance and ensure KPIs (ROAS, CAC, CPA) are being met
• Translate performance data into clear insights, recommendations, and next steps for clients
• Collaborate with media buyers and creative teams to improve campaign results
• Identify issues early and proactively drive solutions to stabilize and scale performance
• Lead weekly/monthly reporting and performance reviews with clients
• Ensure budgets, timelines, and deliverables are aligned with client goals
• Stay on top of paid media trends to guide strategy and client conversations

Performance Metrics

• Client Retention Rate
• Net Revenue Retention
• Expansion / Upsell Revenue
• Client satisfaction (CSAT/NPS)

Required Experience

• 3–5+ years in a digital marketing agency as a Client Success Manager, Account Manager, or Account Strategist (must-have)
• Hands-on or strategic experience across paid media (Meta, Google, programmatic), SEO, email marketing, and paid social
• Cannabis industry marketing experience is a plus (not required)
• Strong understanding of eCommerce marketing (Shopify, WooCommerce, etc.)
• Proven success driving retention and account growth
• Fluency with performance metrics (CTR, CAC, ROAS, LTV, CPA, etc.) and ability to explain them to senior stakeholders
• Experience with GA4, Google Search Console, GTM (or similar analytics toolkits)
• Comfortable working in HubSpot/ClickUp (or similar CRM + project management tools)
• Comfort with recurring revenue / SaaS-like account structures (multi-month engagements, performance-driven relationships)

Who You Are

• A strategic marketer who thrives on connecting digital tactics to business outcomes
• Confident speaking to campaign performance, strategy, and growth levers across multiple channels
• Proactive and data-driven; you anticipate client needs before they raise them
• Revenue-minded and comfortable leading commercial conversations
• A strong collaborator who thrives in a cross-functional, fast-paced environment

Compensation

• Up to $130k CAD OTE

Benefits & Perks

• 100% remote
• Paid time off
• High autonomy, fast pace, and lots of opportunity to grow as the business scales

Interview Process

• 3-5 Minute Introduction video
• Initial interview with Agency Operations Manager
• Interview wth Head of Client Success
• Short mock reporting/client performance presentation
• Final conversation with leadership (as needed)

To Apply:

Send us your resume, a short note on why you’re the right fit for this role, and answers to the screening questions below to careers@herb.co.

Screening Questions

• Can you start immediately?
• How many years have you worked in a digital marketing agency as a Client Success Manager, Account Manager, or Account Strategist?
• Have you successfully upsold or expanded digital marketing services with existing clients?
• Do you have experience managing recurring or SaaS-based revenue accounts?
• How many clients have you actively managed concurrently in a performance marketing environment?
• Have you worked with eCommerce clients (e.g., Shopify, WooCommerce)?
• How many years of experience do you have with email marketing platforms such as Klaviyo, Mailchimp, or Postscript?
• How many years of experience do you have managing paid media campaigns across platforms like Meta, Google, StackAdapt, X (Twitter), or other DSPs?