Client Success Lead

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Serve as the main point of contact for designated clients, fostering trust through effective and proactive communication.

• Organize and facilitate client meetings by preparing agendas, providing business context, delivering recommendations, outlining decisions, identifying owners, and establishing next steps.

• Navigate challenging conversations concerning performance, project scope, timelines, budget constraints, and expectations.

• Dispatch or approve precise follow-up communications to clients in accordance with the established service standards.

• Convert strategic objectives into actionable weekly delivery plans that include owners, deadlines, dependencies, and definitions of completion.

• Ensure accurate maintenance of account information, tasks, decisions, risks, and follow-ups within Basecamp.

• Coordinate the efforts of specialists and contractors across various areas including paid media, creative projects, websites, SEO, email, analytics, automation, and related tasks.

• Recognize scope creep and articulate its effects on costs, workloads, priorities, and delivery timelines.

• Elevate any pricing, contractual, and material delivery risks, accompanied by clear recommendations.

• Transform performance data and insights from specialists into clear commercial recommendations.

• Differentiate between confirmed facts, assumptions, unresolved inquiries, and unapproved ideas.

• Review and verify client-facing reports, presentations, recommendations, claims, links, scopes, and timelines prior to delivery.

• Leverage AI tools daily for research, briefings, reporting, meeting preparations, documentation, and quality assurance, while independently validating the final outputs.

⛳️ Requirements

• Demonstrated experience leading meetings with US clients in a digital marketing agency, consulting firm, or similar client-service setting.

• Exceptional spoken and written English skills, with the ability to communicate effectively with business owners and senior stakeholders.

• Strong project and account management skills across multiple concurrent accounts.

• Familiarity with paid media, SEO, websites, email marketing, conversion rate optimization (CRO), analytics, reporting, and typical delivery dependencies.

• Comfortable making and justifying recommendations, managing scope, and addressing issues promptly.

• Experience in overseeing specialists and external contractors without the necessity of personally executing every technical task.

• Proactive, well-organized, commercially savvy, and adaptable in a fast-paced environment.

🏝️ Benefits

• Opportunity to work with a diverse range of clients and projects.

• Collaborative and supportive team environment.

• Continuous professional development and training opportunities.

• Competitive salary and performance-based incentives.