Client Strategy & Service Full-time Remote (In-House)

Manager, Client Strategy and Service – Philanthropy Activation

Reports to: Associate Director, Client Strategy & Service, Philanthropy Activation

Role Purpose

The Manager, Client Strategy & Service is the primary client-facing role within the Philanthropy Activation team. You own the day-to-day relationship and operational rhythm for a portfolio of assigned hospital foundation clients, with individual Statements of Work (SOWs) ranging from $180k to ~$400k annually.

You are the clients’ main point of contact for day-to-day needs; managing communications, meeting cadence, and ongoing requests, while ensuring that internal teams have everything they need to execute on strategy. You translate strategic direction from your Associate Director, Client Strategy & Service or other superior(s) into clear action plans, and serve as the connective tissue between clients and internal partners across content, data, technology, and direct response activation. You do not own campaign execution or technical deployment directly; your role is to ensure the right people have the right information at the right time to deliver on client goals.

How success is measured.

At the strategic level, success is measured by client satisfaction with our service and delivery reflected in retention and SOW renewal, and by client revenue performance against goals. At the tactical level, success is measured by positive feedback from the client, campaign-by-campaign performance, and positive feedback from internal teams, including the Deployment and the Activation & Operations teams.

How this team is structured.

The team is structured by client portfolio—groupings of similar clients such as large tertiary care systems, academic health systems, specialty care systems, and large multi-state systems—with up to 4 client scopes typically assigned per Manager, Client Strategy & Service running in parallel across 36-month periods. The Manager, Client Strategy & Service is responsible for the everyday, day-to-day running of their client’s business, calendar, and schedules. Support is available from your supervisor both at a strategic level and for tactical decision-making support, where necessary. Similarly, your supervisor is available to assess team resourcing needs across your portfolio of clients.

What this role is and is not.

This role is not the Manager, Deployment role, which is focused specifically on direct response campaigns: nor the Manager, Activation & Operations role which is focused on project management, deliverable development, and internal resource management to hit campaign deadlines. The Manager, Client Strategy & Service is responsible for the day-to-day management of the client—triaging client requests, and preparing agendas and meeting notes for both internal and client-facing meetings. This role is also responsible for gathering information for and supporting the development of client-facing materials such as decks, proposals, briefs, and reports. It is not responsible for setting client strategy or campaign strategy.

Key Responsibilities

Client Onboarding & Account Coordination

In partnership with the Implementation Team, plan and facilitate the collection of client onboarding materials, including brand guides, prior creative assets, historical reports, and documentation of existing processes and workflows.
Maintain organized, accessible records of all client materials and inputs to support internal teams throughout the engagement.
Coordinate onboarding logistics, tracking tasks and timelines across stakeholders to ensure a smooth and timely client launch.
Monitor overall account health through regular touchpoints, ensuring client satisfaction and early identification of risks or unmet needs.

Client Communication & Meeting Management

Serve as the primary day-to-day point of contact for assigned clients, managing meeting cadence, scheduling, and participation across internal and external stakeholders.
Prepare and distribute agendas, pre-reads, and supporting materials in advance of all client meetings to ensure all participants are informed and prepared.
Document meeting outcomes, capture action items, and follow through to ensure commitments are met on schedule.
Support the Associate Director, Client Strategy & Service and above, in facilitating QBRs and key strategic client touchpoints with organized, accurate materials.

Strategy Support & Client Presentations

Gather inputs (including data intelligence, client context, campaign history, and SME contributions) and develop draft strategic recommendations for review by the Associate Director, Client Strategy & Service.
Prepare internal and client-ready presentation drafts for data briefings, activation strategy discussions, and progress reporting; incorporate feedback and iterate efficiently.
Ensure client-facing materials accurately reflect campaign strategy, brand voice, and current performance, flagging any inconsistencies before delivery.
Communicate campaign plans, timelines, and deliverable expectations clearly to clients, managing expectations proactively.

Internal Coordination & Campaign Alignment

Serve as the primary liaison between assigned clients and the Activation & Operations team, owning the handoff process that enables activation programs to run efficiently and on time.
Before any project timeline is proposed to a client, align with the assigned Manager, Activation & Operations on schedule and resourcing so that client commitments are grounded in confirmed internal capacity. This agreement happens before the client sees a date.
When initiating a new project, brief the Manager, Activation & Operations, fully on objectives, deliverables, and timing, and hand off ownership of execution tracking to them. Re-engage at agreed review gates to pass deliverables back and forth for internal review and client approval, and again at deployment to confirm QA and go-live readiness. Sequence of internal QA steps is governed by process documentation.
Participate in weekly check-ins with the Manager, Activation & Operations and Associate Director, Client Strategy and Service to review what is on track and what is at risk across active campaigns. In these conversations, advocate for your clients’ deadlines and priorities. The Activation & Operations team manages throughput across a wider portfolio, so agreed timelines should be protected where possible by finding capacity adjustments within the Activation team’s workload rather than moving client-approved dates. Escalate to the Associate Director, Client Strategy and Service when schedule conflicts cannot be resolved bilaterally.

Account Management Efficiency

Deploy automation and AI tools to streamline tactical operation (including meeting scheduling, automated reminders, status updates, and routine task management), creating capacity for higher-value client work.
Identify workflow gaps or inefficiencies and surface recommendations for process improvements to the Associate Director, Client Strategy & Service.
Support consistent application of scalable account management standards across assigned accounts.

Performance Reporting & Client Insights

Work with the Activation & Operations team to prepare, polish, and present regular performance reports and client progress updates, synthesizing data from internal teams into clear, accessible summaries for client review.
Analyze reporting outputs to identify trends and surface actionable observations to the Associate Director, Client Strategy & Service for strategic discussion.
Support the Associate Director, Client Strategy & Service in identifying opportunities to enhance client outcomes based on performance data and campaign learnings.

Qualifications

Experience & Education

2 to 4 years of experience in account management, client services, or project coordination within a direct response agency, nonprofit vendor or healthcare setting.

2-4 years of experience in nonprofit fundraising roles such as annual giving, development coordinator or development associate.
Demonstrated ability to manage multiple concurrent workstreams and deadlines with strong organizational discipline.
Experience preparing presentations and written materials, with a high standard for quality and attention to detail.
Experience in healthcare philanthropy is a plus.
Bachelor’s degree required.

Technical Skills

Proficiency with project management platforms (Asana, Monday.com, or similar) with the ability to build and maintain task lists, track deadlines, and manage project structure across multiple accounts.
Comfortable with AI and automation tools that support scheduling, reminders, and routine task management.
Ability to synthesize data and campaign information into clear summaries for client and internal audiences.

Professional Attributes

Client-first by instinct. You take ownership of the relationship and make sure clients always feel heard, informed, and confident.
Organized and reliable. Internal teams and clients should always know where things stand with your accounts, because you keep them informed.
A strong communicator in writing and in person. You prepare materials that are clear, accurate, and polished before anyone else sees them.
Collaborative without being passive. You work across teams without direct authority and know how to get things done through relationships and clarity.
Eager to grow. This role is a foundation for a career in philanthropy activation. The right person is genuinely curious about the strategy, data, and client dynamics that sit above it.

Sound like you?

Send us your résumé and a note about why DHS is a fit.

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