Be Creative. Make a Difference.

We’ve all been there: That One Job. You know the one — no room for growth, stressful environment, the coworker who spoils the endings of movies. We founded Punch to be an antidote to these experiences. At Punch, we put our values into practice each day to create an environment where team members can take risks, learn new skills, have autonomy, and enjoy showing up to work every day.

About Your Role

The Client Success Manager (CSM) is the vital link between Punch’s clients and our internal creative, strategy, and production teams. As the trusted face of Punch for a portfolio of accounts, the CSM ensures clients feel understood, supported, and confident in the work we deliver.

Compensation: $65k - $75k commisurate with experience

Objectives

In your role, you lead the team in defining and pursuing measurable outcomes for your assigned clients. The specific metrics may change per client, but the general objectives stay the same:

Client Satisfaction

At its core, it’s making clients happy. This means happy with our work; they see quality, timeliness and impact in the deliverables. Happy with the experience, they feel heard and understood. Happy with the relationship; they trust as strategic partners, not just a service. 

Project Delivery

The end-to-end process of bringing ideas to life, through the project scoping, execution and handoff of high-impact, business-aligned deliverables, such as new brands, a high performing website, or marketing collateral.

Account Growth

The process of expanding the value and depth of our client partnerships over time, by increasing the scope, impact, and strategic integration of Punch services within their organization.

Team Collaboration

The ability to work effectively and cohesively with cross-functional teams at Punch. At its core, team collaboration is about building strong, productive working relationships rooted in trust, shared goals, and timely communication.

Effective Communication

Effective communication means responding to messages and mentions within a reasonable window, to keep workflows unblocked and maintain collaborative momentum. This includes timely and professional messages in both internal and external communication tools (Asana, Slack, Gmail etc). 

Responsibilities

Client Relationship Management

• Act as the primary point of contact for assigned clients, maintaining trust and transparency from project kickoff to completion.
• Lead recurring client meetings, presenting updates, gathering feedback, and ensuring alignment.
• Timely responses to client requests from external PM tools and emails, along with managing communication of project statuses.

Strategic Planning & Execution

• Translate client goals into actionable briefs, scopes, and deliverables in partnership with internal teams.
• Align client priorities with internal resourcing and project timelines using tools like Asana, Google Docs, and Slack.

Cross-functional Collaboration

• Coordinate with strategy, creative, and production teams to ensure deliverables are on-brand, on-brief, and on-time.
• Serve as an internal advocate for client needs while also providing guidance to clients on best practices and creative recommendations.
• Work with vendors to bring conference and event swag and booth presence to life, collaborating with designers and print vendors to ensure accuracy and on-time delivery.

Account Growth & Optimization

• Identify opportunities for upselling, cross-selling, and strategic account growth.
• Monitor overall account health across multiple workstreams and engagements.

Issue Resolution

• Anticipate potential challenges, resolve blockers quickly, and maintain momentum toward delivery milestones.
• Understand when and how to escalate issues to team members and leadership, and of course do so.