Customer Success Manager

Job Summary

Owning the client relationship from onboarding to retention, the full-time Customer Success Manager will proactively manage expectations, handle client communications, and develop processes while working remotely during Eastern Time hours.

Key responsibilities

• Manage client onboarding, check-ins, and retention efforts, ensuring clear communication and expectation management
• Track performance metrics and report on client goals, collaborating with internal teams to ensure service delivery aligns with promises
• Develop and document standard operating procedures (SOPs) and mentor new team members as the Customer Success function grows

Required qualifications

• 3+ years of experience in a Customer Success, account management, or client success role, preferably in a marketing agency
• Proven track record of managing clients across SEO and/or Facebook Ads with measurable retention outcomes
• Experience navigating difficult client conversations while maintaining professionalism and account retention
• Ability to build or contribute to SOPs and processes within a team environment
• Experience working independently in a fully remote setting without needing supervision