01 — Your Role
Client Success Managers
As a Client Success Manager, you fully own the client or business assigned to you. That does not mean carrying everything alone. It means you are the person making sure the client feels looked after, heard, updated, and confident that we know what is happening in their account.
The simple version: AMs own the client relationship. COMs own internal coordination. Your main communication loop is WhatsApp with the client, then your COM partner for tasks, updates, blockers, and follow-through. This setup is here to make the work clearer and calmer, not heavier.
What your role is measured by
Client retention
Clients should feel there is a steady person looking after them, noticing what matters, and helping them stay confident in the partnership.
Client happiness
Stay close to client sentiment. If someone feels unsure, quiet, or disappointed, that is your cue to check in early and warmly.
Business growth
Understand each client's business goals, especially the big one: helping them increase patient numbers and keep their calendar booked.
Your main goal
- Help clients increase patient numbers and keep their calendar booked
- Client retention
- Client happiness and confidence
- Upsell opportunities when there is a genuine fit
- Fast, thoughtful response time
- Understanding the client's business goals, not just their tasks
- Spotting problems before the client has to point them out
What should take up your calendar
Mostly this
- WhatsApp client communication
- Strategy and client growth thinking
- Reviewing client sentiment
- Checking your Notion board for client-facing updates
- Thinking, "How can we wow this client?"
Not this
- "Has Pradeep finished the page?"
- "Who's doing this?"
- "Did the designer upload it?"
- "Who needs to follow up with the team?"
- Operational chasing that belongs with the COM
A helpful way to think about it: If the question is about the client feeling cared for, informed, retained, or impressed, it belongs with the AM. If the question is about who is assigned, whether the task is moving, or what the internal team needs to do next, it belongs with the COM.
Important: Keep the client masterlist accurate. If you learn a client preference, notice a pattern, receive helpful context, or pick up on something the team should know, add it as a note or comment. This is how we keep everyone aligned without needing more meetings.
Lianna
Client Success Manager
External-facing · COM partner: Ate Karla
Queney
Client Success Manager
External-facing · COM partner: Karizza
Ann
Client Success Manager
External-facing · COM partner: Tiffany
Core responsibilities
| Responsibility | What this means in practice |
|---|---|
| Full client ownership | Your assigned clients are yours to look after. You know their goals, preferences, history, and current mood. Your job is to make sure they feel cared for, not passed around. |
| Client masterlist accuracy | You are responsible for keeping client data in the client masterlist accurate and up to date. Add notes, comments, preferences, relationship context, and anything you observe that would help the team understand the client better. |
| Client satisfaction | Stay close to how the client is feeling. If they seem unsure, quiet, frustrated, or confused, check in early. A warm update at the right time can prevent a lot of bigger issues later. |
| Clear expectations | Clients should know what is happening, who is working on it, and when they can expect the next update. You do not need to have every answer instantly, but you do need to keep the client held and informed. |
| COM handoff | When a client request needs internal work, acknowledge the client, create the Notion card straight away, then send the task card link to your COM partner. From there, the COM owns the operational follow-through. |
| EOM report review + personalisation | You review the report, add client-specific context, and make sure the message feels accurate and personal before it goes to the client. ChatGPT can help draft and refine, but the final judgment is yours. |
| Proactive check-ins | Reaching out to clients before they reach out to you goes a long way — a quick message after a campaign launch or a strong result makes clients feel looked after, not just managed. |
How AMs and COMs work together
AM owns external
- Client satisfaction, trust, and day-to-day communication
- Client expectations, tone, context, and warm follow-ups
- Report personalisation and client-facing explanations
- Creating the Notion card, then sending the card link to the COM
COM supports internal
- Making sure task card data is complete
- Assigning work to web, creative, social, ads, or the right owner
- Monitoring progress, team follow-ups, and due dates
- Updating the AM once the task is complete or ready for client follow-up
02 — Tools
Your tools
The AM workflow should feel simple: WhatsApp for the client, your COM partner for internal coordination, and Notion/Codex for checking task context without needing to chase everyone manually.
AI support
ChatGPT
Writing · Analysis · Client Communication Support
ChatGPT is the main assistant for day-to-day thinking and writing. Use it to draft client messages, clean up EOM commentary, summarise long client context, turn rough notes into polished updates, and think through how to explain performance or next steps clearly.
Important: ChatGPT supports your work, but it does not replace your judgment. Anything client-facing still needs to sound like you, reflect the specific client, and be checked for accuracy before sending.
Codex
Notion Connection · Task Context · Workflow Support
Codex is now connected with Notion, so you can ask about tasks, pull context from your board, understand what is open, and prepare clearer updates for your COM or client. This should make it easier to stay on top of work without digging through every card manually.
Guide: Use the Notion + Codex connection guide when you need help asking Codex about Notion tasks, boards, or updates.
Tools you use directly
Notion
Task Management
Where every client task should live. Once you acknowledge a client request, create the task card so it can be tracked properly, then send the card link to your COM partner.
Gmail
EOM Reports + Formal Comms
Used for EOM reports and longer, formal communication. Reports are sent manually from Gmail after the AM has reviewed and personalised them.
WhatsApp
Daily Client Comms
Your main channel for day-to-day communication with clients. Quick updates, check-ins, sending content for approval, and responding to time-sensitive messages.
COM Communication
Internal Coordination Point
Your COM partner is your main internal point person, usually via Discord. Send the Notion card link and any context they need, then they handle assignment, monitoring, and follow-up.
03 — Communication
Comms channels and when to use each
The cleanest flow is simple: clients speak to the AM, the AM works with the COM, and the COM coordinates the team. This keeps clients cared for and keeps internal work from turning into scattered messages.
WhatsApp
Client-facing · Daily communication
Used for
Day-to-day messages with clients — quick updates, check-ins, sharing content for approval, answering short questions, and anything time-sensitive.
Not used for
Monthly reports or formal documents. Keep those on email. WhatsApp messages can get buried and reports need a proper paper trail.
Response standard
You own the client response. Reply warmly within the same business day. If you need time to check something with your COM, let the client know you are looking into it and give them a realistic next update.
Gmail
Client-facing · Reports + formal communication
Used for
EOM reports, longer updates that need a record, anything the client may need to reference later, and formal communication around contracts or major changes.
EOM reports
You manually send EOM reports from Gmail. Review the report, personalise the commentary, check the details, then send directly to the client. Do not send a report you haven't personally reviewed.
Not used for
Quick back-and-forth. If it's a short question or update, WhatsApp is faster and more appropriate.
COM communication (Discord)
Internal only · Your main point person
Used for
Sending the Notion task card link to your COM, adding context, flagging blockers, and getting the final update you need before going back to the client.
How it works
AM creates the Notion card after acknowledging the task, then sends the card link to the COM. The COM takes over from there: completing card details, assigning the work, monitoring progress, following up internally, and making sure it is done on time.
COM closes loop
Once the task is done or ready for the client, the COM updates the AM. No extra back-and-forth with the team should be needed from the AM.
Not used for
Client-facing communication. Keep client messages in WhatsApp or Gmail so the relationship stays clean and personal.
Notion
Internal · Task management and action items
Used for
Creating the task card as soon as a client request needs action, checking your board, reviewing status, and understanding what has changed before you update the client.
Card = task
If there is a Notion card, we know there is a real task to track. If there is no card, the request can easily get lost.
Codex support
Use Codex to ask questions about your Notion board, summarise open tasks, or prepare a simple update for your COM or client.
Not used for
Random notes with no owner. If something needs action, create the card first, then hand it to your COM with the link.
Small habit, big difference: When a client sends a request or instruction, acknowledge it, create the Notion card, then send the card link to your COM with any useful context. A screenshot or short summary helps the COM move faster and helps you give the client a confident update later.
04 — Notion Tasks
Using your Notion board
Notion is where every real client task should be tracked. AMs create the card as soon as they acknowledge a request that needs action, then hand it over to the COM by sending the card link. After that, the COM owns the operational follow-through.
The main thing to remember: Card first, then COM. If a client request needs action, create the Notion card right after acknowledging it. Send the card link to your COM partner. From there, the COM is fully in charge of card completeness, assignment, progress, follow-ups, and due dates.
For social media requests: If a client asks for a social post, content change, caption update, approval follow-up, promo announcement, or anything else social-related, create an Action Items card instead of sending the request straight into a team channel. Assign or tag the relevant strategist, then send the card link to your COM so they can monitor progress and follow up internally.
Notion + Codex: You can now use Codex to ask about your Notion board, open tasks, missing context, and updates you may need to send. Start here: Notion + Codex connection guide.
How requests should move
| Moment | AM focus | COM focus |
|---|---|---|
| Client asks for something | Acknowledge warmly and create the Notion card if the request needs action. | Wait for the AM to send the card link, then review what is needed. |
| Social media request | Create an Action Items card and assign or tag the relevant strategist instead of posting the request only in a team channel. | Monitor the card, follow up internally, and update the AM once the task is done or ready for client response. |
| Task is handed over | Send the Notion card link to your COM partner with any important client context, screenshots, or expectations. | Make sure the card data is complete and clarify anything missing. |
| Task needs assignment | Stay focused on the client side. You should not need to figure out who on the team is doing it. | Assign the task to the right owner and make sure the brief is clear. |
| Work is in progress | Check your Notion board when needed, but avoid chasing multiple team members separately. | Monitor progress, follow up internally, flag blockers, and keep the task on time. |
| Task is complete | Once the COM confirms it is done, update the client and close the loop warmly. | Confirm completion, update the AM, and keep the board accurate. |
What your COM needs from you
Useful handoff format
Client · Request · Context · Deadline · Client expectation
Example: Smile Dental · Change homepage photo · Client sent new team image · Needed before Friday · Tell client once live
ClientSelect / TextThe client this task belongs to. Always fill this in first.
RequestTextWhat the client is asking for in plain language. Keep it specific enough that your COM can route it without guessing.
Client contextText / ScreenshotAttach the client's message or summarise the background. Include tone, urgency, preferences, or anything that affects how the work should be handled.
Deadline or expectationDate / TextIf the client gave a date or expects an update by a certain time, tell your COM. If there is no firm deadline, say that too.
Client update neededYes / NoMake it clear whether the client is waiting for a reply, an ETA, a proof, a live link, or a final confirmation.
Board statusStatusUse Notion and Codex to check status. If something feels unclear, ask your COM for the current state before updating the client.
Helpful habits
- Create the Notion card as soon as you acknowledge an actionable request
- Use Action Items cards for social media requests and tag the relevant strategist
- Send your COM the card link with client context, not just the task
- Check your Notion board before asking for an update
- Use Codex to summarise open items when you need a quick view
- Keep the client warm while internal work is moving
- Close the loop with the client once the COM confirms the task is done
Try to avoid
- Messaging multiple team members separately before checking with your COM
- Dropping social media requests only into team channels with no Action Items card
- Sending the client vague updates like "we're working on it" with no next step
- Letting a client request sit only in WhatsApp with no COM visibility
- Assuming your COM knows the client background unless you've shared it
- Putting sensitive client details somewhere they do not belong
05 — Daily Rhythm
How your day should flow
This is not meant to be a strict schedule. It is a gentle rhythm that helps clients feel cared for and helps you stay close to what is happening without feeling like you have to chase everyone all day.
Start of day
1
Check WhatsApp — review client messages
Check if any client messages came in overnight or since you were last online. Read through what came in, decide what needs a reply, and prioritise your morning accordingly. If anything is urgent, address it first before anything else.
2
Check Notion — review your client board
Scan your board for open requests, completed work, blockers, or anything that needs a client update. If something looks unclear, ask Codex for a quick summary or check in with your COM partner.
3
Check in with your COM partner
Look for any COM notes, blockers, or updates that affect what you need to tell a client. You do not need to chase every internal person yourself — your COM is there to help keep the team side moving.
Throughout the day
4
Respond to client messages — mostly WhatsApp
Handle client communication warmly and clearly. For complex questions, let the client know you are checking with your COM and give a realistic timeframe for the next update. A simple, honest update is better than silence.
5
Proactive check-ins — make clients feel looked after
Reaching out first makes a huge difference. It can be a quick WhatsApp to check how they found last month's content, a heads-up that something is launching, or a small win worth sharing. These small moments build trust over time.
Weekly
6
Review client satisfaction and open priorities
Once a week, look across your clients and ask: who needs a check-in, who is waiting on something, who might be feeling unsure, and which open tasks could affect trust? Bring internal blockers to your COM so they can help move things along.
7
Optional Monday social media alignment
There is a weekly social media alignment meeting every Monday at around 1pm. AMs are welcome to join if they have client issues, social media concerns, approvals, feedback, or context that would be easier to discuss live. It is not required if everything is already clear in Notion and with your COM.
06 — EOM Reports
End of Month reports
EOM reports are one of the clearest ways clients see the value of what we do. For the actual creation process, use the dedicated EOM guide below as the source of truth.
EOM Report Creation Guide
Step-by-step reporting process
Use this guide whenever you need to create, review, or send an End of Month report: EOM Report Creation Guide.
AM reminder: Even when the process lives in the EOM guide, the AM still owns the client-facing quality of the report. Make sure the final message feels accurate, warm, and specific to the client before it goes out.
07 — Escalation
When to ask for support
You are not expected to handle every tricky situation alone. If something feels sensitive, unclear, or like it could affect the relationship, bring it in early. The goal is to support you and protect the client relationship, not make escalation feel scary.
Your first support loop: Start with your COM partner for delivery, task, and internal coordination questions. Bring Bettina in for sensitive client situations, complaints, contracts, billing, or anything where you are unsure what to say.
When to bring someone in early
| Situation | Why it needs to be escalated |
|---|---|
| Client seems unhappy or is losing confidence | Let your COM know what happened and bring Bettina in if the relationship feels sensitive. A warm, steady response matters here. |
| Client is considering leaving or cancelling | Loop in Bettina before making any commitments. You can acknowledge the client kindly and let them know you'll come back with the right next step. |
| Client makes a formal complaint | Flag it with Bettina so it is handled consistently and carefully. You are still the relationship owner, but you should not have to carry it alone. |
| A campaign or piece of content has caused an issue | Tell your COM partner and Bettina before responding in detail. This helps everyone align on the right fix and the right client message. |
| A client is asking for something outside their current agreement | Flag it before confirming anything. Your COM or Bettina can help work out whether it is possible, billable, or needs a leadership decision. |
| A client is requesting a change that affects billing or the contract | These go directly to Charlie or Ani. You can acknowledge the client warmly and let them know the right person will follow up. |
How to ask for support
1
Start with the right person
For task progress, blockers, or internal coordination, go to your COM partner. For sensitive client situations, billing, contracts, complaints, or uncertainty around what to say, bring Bettina in.
2
Keep the client warm while you check
If the client is waiting, send a brief holding message: "Thanks for flagging this — I want to make sure I give you the right answer, so I'm checking with the team and will come back to you shortly." It keeps things calm and shows you're on it.
3
Close the loop clearly
Once you have direction, update the client in a clear and friendly way. If there is a Notion task or resolution note, make sure the board reflects what happened so your COM and future-you have the context.
08 — Alignment
Team alignment
The goal is to reduce meetings as much as possible while keeping everyone aligned. Most alignment should happen through accurate Notion updates, clear task cards, the client masterlist, and steady AM + COM communication.
Weekly Social Media Alignment — optional for AMs
Every Monday at around 1pm. This meeting is mainly for social media alignment. AMs are free to join if they have client issues, feedback, approvals, campaign context, or concerns that are easier to discuss live. If there is nothing that needs discussion, attendance is not required.
| Situation | What to do |
|---|---|
| You have a client social media concern | Join the Monday meeting if live discussion would help. Bring the Action Items card link and the client context. |
| Everything is already clear | No need to attend. Keep the Notion card updated and make sure your COM has what they need. |
| You need something discussed in a meeting | You are free to raise it. Meetings should be used when discussion will genuinely unblock or clarify something. |
Meeting principle: We want fewer meetings, not less alignment. If the update can live clearly in Notion or the client masterlist, put it there. If a conversation would genuinely help, bring it to the meeting.
Client masterlist ownership
AMs are responsible for keeping client data in the client masterlist accurate and up to date. This includes notes, comments, preferences, relationship context, business goals, sensitivities, recurring requests, and anything you observe that would help the team work with the client better. If it helps the team understand the client, it belongs in the masterlist.
One small tip: If a client shares something useful — a promotion, service change, concern, approval, new preference, or even just a pattern in how they like to work — update the masterlist while it is fresh. Client context has a short shelf life, and the sooner it is documented, the easier it is for everyone to stay aligned.
Availability during business hours
Some clients, especially Queensland clients or clinics with earlier operating hours, may start messaging around 8am PHT. We're kindly asking CSMs to allot a little time for early messages when needed so urgent morning items are not left hanging. If you cover an earlier window, take a break later as needed so the day still feels manageable.
If you cannot cover early messages: Ask a co-CSM if they can help keep an eye out, especially if you know a client may have something urgent. During the regular 10am to 5pm PHT window, let your COM partner know if you're stepping away or won't be able to reply promptly.