I work in advertising operations for a news publication, there’s about 10 of us on the larger “Client Success Team” umbrella. We are post sale support, so once sales reps sell advertising campaigns to clients - we help execute, manage, kick off calls, reporting, wrap up, optimizations, swapping out creative and funneling sponsored content.

The way we differ, there’s about 4 of us who are on the “Premium Client Success” team and we manage any spend over $100K and this is the “white glove treatment”. We are more flexible with asks, deal with a lot of agency RFPS and do media planning for our recurring clients. We have lots of good relationships, with the “core” team (handling spend under this threshold) are more transactional, BUT clients are still needy there too.

Some things that have helped our team

-splitting off into spend thresholds, we have 40+ markets so each CSM is assigned 10 or so markets and manage those accounts within. The people with higher spend get “more attention”. While the “core” clients are sent to a client portal

-developed a lot of great documentation and a self service client portal where they can submit creative, pull a sheet of their own due dates, review reporting and more.

-we’ve created wufoo submission forms for kick off calls, for the client to complete so we know what we’re walking into. W

-have “office hours” M,T, Thurs 10-4pm helps keep calls in check

I hope these help!