In PersonOn-site role; travel to client meetings, builds, and program launches as needed.
Customer Experience & SupportCustomer Success
About the job
Requirements
Five to seven or more years of client services, account management, or program management experience, ideally at an experiential, event marketing, or promotional agency.
Field experience managing mobile tours, live events, or brand activations.
A track record of owning client relationships and retaining and renewing clients.
Experience setting, tracking, and reporting against program key performance indicators.
Experience managing six-figure program budgets with an understanding of margin responsibility.
Ability to guide clients through evolving situations and influence creative, fabrication, and field teams without formal authority.
Agency-side experience working with brand clients and agency partners is preferred.
Familiarity with Department of Transportation regulations and tour fleet operations is preferred.
A bachelor's degree is preferred.
Willingness to travel to client meetings, builds, and program launches as needed.
Responsibilities
Own assigned clients and programs after the sale, including client success, communication, key performance indicator delivery, execution, and compliance.
Serve as the primary point of contact for assigned agency, producer, and brand clients from kickoff through recap and renewal.
Lead program kickoffs by translating the sold scope into a clear plan, timeline, and success criteria agreed with the client.
Lead regular client calls, guide clients through key decisions, and issue timely contact reports, status reports, and timelines.
Manage approvals, revisions, and client feedback; handle scope changes through clear change orders.
Understand each client's objectives, calendar, and stakeholders well enough to anticipate needs rather than react to requests.
Identify renewal and expansion opportunities and bring them to Sales.
Act as the client's advocate internally and Aardvark's advocate with the client.
Represent Aardvark in meetings with senior leadership at clients, partner agencies, and vendors.
Set program key performance indicators with the client at kickoff, such as consumer engagements, impressions, samples, leads, tour days executed, and on-time delivery.
Track performance in real time and deliver consistent reporting throughout the program.
Provide regular updates to the Client Services Director on program status, staffing, budget, and goal tracking.
Identify programs trending behind goal, lead course correction, and recommend program improvements.
Deliver post-program recaps and points of view with results against goals, learnings, and recommendations for the next engagement.
Own day-to-day tour operations, including routing, scheduling, market and venue bookings, permits, travel, and logistics.
Hire, train, and remotely manage tour managers, drivers, and brand ambassadors as needed.
Maintain field team readiness with refresher trainings, role-playing, programming refreshes, and regular team communications.
Maintain Department of Transportation, fleet, and safety compliance; coordinate vehicle maintenance with Fleet & Facilities.
Collect event-day reporting from the field and resolve issues on the road, including breakdowns, weather, and venue changes.
Coordinate tour launches, mid-tour refreshes, and wrap with Fabrication and Fleet & Facilities.
Take the handoff from Sales and confirm scope, deliverables, and budget with the client.
Lead cross-functional internal teams, including Creative, Fabrication, and Fleet & Facilities, from build through launch.
Navigate real-time challenges on site and on tour with composure and sound judgment.
Manage six-figure program budgets established at the sale with discipline and transparency.
Track actuals against budget and flag risks early.
Partner with Accounting on billing schedules, invoicing, and final reconciliations.
Direct and mentor Client Services Coordinators and freelance support on assigned accounts.
Contribute to Client Services standards, including kickoff and handoff processes, status reporting, key performance indicator tracking, and recap formats.
Perform other duties as assigned that support department and program goals.
Desired Qualifications
Agency-side experience working with brand clients and agency partners.
Familiarity with Department of Transportation regulations and tour fleet operations.
A bachelor's degree.
Willingness to travel to client meetings, builds, and program launches as needed.
Client Services Manager
Aardvark Studios · Conshohocken, United States · — · Posted 2026-10-23
Workplace: on_site
Department: Client Services
Description
Are you ready to join an innovative team that pushes the boundaries of creativity and delivers exceptional results?
At Aardvark Studios, we thrive in complex, fast-moving creative environments. Simply calling us a "Creative Fabrication Company" or an "Experiential Marketing Company" doesn't capture the full scope of what we do. We are a dynamic design, build, and technology studio serving the experiential marketing, mobile tour, and location-based entertainment industries, constantly evolving with every unique program we take on.
That evolution requires strong client leadership.
When a client asks how their tour is performing mid-flight, do you already have the answer?
When the Run of Show changes 90 minutes before doors open, what do you do?
When multiple stakeholders are giving direction and clarity is needed, do you hesitate or step in?
When a client asks for "just one more thing," do you know how to protect the relationship and the program at the same time?
If that kind of responsibility excites you, this may be the right role.
Aardvark Studios is seeking a Client Services Manager to own everything after the sale. Once a program is won, you become the client's single point of contact at Aardvark and the accountable owner of their success, from kickoff and build through mobile tour operations, recap, and renewal. Our clients include agencies, producers, and brands; you will be their advocate inside our building.
This is a highly visible role with real responsibility, meaningful client partnership, and the autonomy to lead. You won't be handed a script. You will be trusted to run the account.
What This Role Really Is
You own everything after the sale. Once a program is won, it's yours, kickoff through recap.
You are the client's lead at Aardvark, the one person they call, and the one person accountable for their success.
You keep clients informed. Proactive, clear, consistent communication means they are never surprised.
You hit the numbers. You know every program's KPIs, track them relentlessly, and report against them honestly.
You are the operational leader of your programs, aligning creative, fabrication, fleet, logistics, drivers, field staff, and agency stakeholders, including mobile tours on the road.
You anticipate issues before they surface. And when plans evolve, because in live programs they often do, you create clarity, protect the team, and guide the solution.
You establish structure.
You protect scope, budget, and timeline.
You build trust with clients and internal teams.
You don't just manage tasks. You own client success.
Core Responsibilities
Full ownership of assigned clients and programs after the sale, including client success, communication, KPI delivery, execution, and compliance.
Client Success & Communication
Serve as the primary point of contact for assigned agency, producer, and brand clients from kickoff through recap and renewal
Lead program kickoffs: translate the sold scope into a clear plan, timeline, and success criteria agreed with the client
Lead regular client calls, guide clients through key decisions, and issue timely contact reports, status reports, and timelines, with no surprises
Manage approvals, revisions, and client feedback; handle scope changes through clear change orders
Know each client's objectives, calendar, and stakeholders well enough to anticipate needs rather than react to requests
Identify renewal and expansion opportunities and bring them to Sales
Act as the client's advocate internally and Aardvark's advocate with the client
Represent Aardvark in meetings with senior leadership at clients, partner agencies, and vendors
KPIs & Reporting
Set program KPIs with the client at kickoff, e.g., consumer engagements, impressions, samples, leads, tour days executed, and on-time delivery
Track performance in real time and deliver consistent reporting throughout the program
Provide regular updates to the Client Services Director on program status, staffing, budget, and goal tracking
Spot programs trending behind goal early, lead the course correction, and proactively recommend program improvements
Deliver post-program recaps and POVs with results against goals, learnings, and recommendations for the next engagement
Mobile Tour Management
Own day-to-day tour operations: routing, scheduling, market and venue bookings, permits, travel, and logistics
Hire, train, and remotely manage tour managers, drivers, and brand ambassadors as needed
Keep field teams sharp with refresher trainings, role-playing, programming refreshes, and regular team communications
Maintain DOT, fleet, and safety compliance; coordinate vehicle maintenance with Fleet & Facilities
Collect event-day reporting from the field and resolve issues on the road, including breakdowns, weather, and venue changes
Coordinate tour launches, mid-tour refreshes, and wrap with Fabrication and Fleet & Facilities
Program Delivery
Take the handoff from Sales and confirm scope, deliverables, and budget with the client
Lead cross-functional internal teams, including Creative, Fabrication, and Fleet & Facilities, from build through launch
Navigate real-time challenges on site and on tour with composure and sound judgment
Budget Management
Manage six-figure program budgets established at the sale with discipline and transparency
Track actuals against budget and flag risk early
Partner with Accounting on billing schedules, invoicing, and final reconciliations
Team & Process
Direct and mentor Client Services Coordinators and freelance support on assigned accounts
Contribute to Client Services standards: kickoff and handoff processes, status reporting, KPI tracking, and recap formats
Other duties as assigned that support department and program goals
The Kind of Leader Who Thrives Here
5–7+ years of client services, account management, or program management experience, ideally at an experiential, event marketing, or promotional agency
Field experience managing mobile tours, live events, or brand activations
A track record of owning client relationships and retaining and renewing clients
Experience setting, tracking, and reporting against program KPIs
Experience managing six-figure program budgets with an understanding of margin responsibility
Comfortable guiding clients through evolving situations
Able to influence without formal authority across creative, fabrication, and field teams
Bring calm structure to fast-moving environments
Balance confidence with emotional intelligence
Enjoy being trusted to make decisions
You take pride in ownership.
You value autonomy.
You like building strong programs and strong relationships.
Preferred
Agency-side experience working with brand clients and agency partners
Familiarity with DOT regulations and tour fleet operations
Bachelor's degree preferred
Willingness to travel to client meetings, builds, and program launches as needed
How We'll Measure Success
Client satisfaction, retention, and renewal
Program KPIs delivered against goals
Quality and timeliness of client communication and reporting
Budget performance against the sold budget
Operational excellence, safety, and DOT compliance
Strong cross-functional alignment
What We Offer
Competitive compensation package, commensurate with experience
Paid time off
Medical / Dental / Vision benefits
Life insurance, short & long-term disability options
If you're looking for a role where you can lead client relationships, solve complex challenges, and see the direct impact of your work on high-profile programs, we'd love to meet you.