This is a fully remote position, open to applicants in District of Columbia, +3 more states.

📋 Description

• You will serve as the primary contact once a client has signed on.

• Your responsibilities include onboarding, conducting weekly or monthly check-ins based on the type of service, managing client expectations effectively, and ensuring clients are always informed about their project status.

• You are expected to respond within one hour during working hours — without exceptions.

• You proactively identify potential concerns before clients do and address them promptly.

• When challenges arise — and they will — you approach them with assurance and professionalism.

• You monitor essential metrics, communicate them clearly, and relate them back to client objectives.

• Collaborating with internal teams is crucial to ensure data accuracy, and you will explain this information to clients using straightforward language, avoiding jargon.

• You will create documentation and write standard operating procedures (SOPs). As the team expands, you will be the resource from which new Customer Success Managers (CSMs) learn.

⛳️ Requirements

• A minimum of 3 years of experience in a Customer Success Management, account management, or client success role — ideally within a marketing agency.

• Experience managing clients in SEO and/or Facebook Ads with demonstrable retention results.

• Proven ability to navigate challenging client discussions without compromising professionalism or losing accounts.

• Experience in developing or contributing to SOPs, processes, or team structures.

• Ability to work independently in a fully remote setting without requiring constant supervision.

• Bonus, but not mandatory: experience managing contractor relationships or servicing clients at scale.