Client Success Manager

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

📋 Description

• Oversee 20–40 client accounts from start to finish.

• Serve as the sole point of accountability for client outcomes and retention.

• Manage onboarding, establish strategy, achieve results, and ensure account retention — encompassing the complete lifecycle.

• Maintain a 2-hour response time during business hours, without exception.

• Conduct weekly analyses of brand performance and profitability.

• Identify issues before clients become aware of them.

• Convert data into clear and confident communication for clients.

• Develop and adhere to structured processes for each account (including audits, keyword research, campaign design, and optimization cycles).

• Record every modification and document every decision. Ensure nothing is overlooked.

• Collaborate daily with PPC strategists — you manage the relationship, they handle execution, and together you achieve the results.

• Report and escalate issues within hours, not days.

• We prioritize speed. Scaling decisions are evaluated over a 2–3 week period, followed by necessary adjustments. Each week serves a purpose.

• When a problem arises, resolve it the same day or escalate it by the end of the day.

• Manage over 1,000 Slack messages daily with organization and discipline — unread messages represent your to-do list.

• If performance stagnates for 3 weeks, you proactively propose a strategic shift.

⛳️ Requirements

• Minimum of 3 years in CSM or account management at a digital/e-commerce agency (experience with Amazon agencies is highly advantageous).

• Successfully managed over 20 client accounts concurrently without any lapses.

• Possess strong analytical skills — familiar with ACOS, TACOS, sessions, conversion rates, and margins.

• Demonstrate a sense of urgency — dislike waiting, avoid bottlenecks, and drive progress.

• Pay attention to detail — ensure reports are free of typos, data is always up-to-date, and processes are well-documented.

• Communicate with clarity and confidence — clients trust your expertise.

• Exhibit a sense of ownership — never say, “that’s not my job.”

• Proficient in English (both written and spoken — advanced level is necessary).

🏝️ Benefits

• Fully remote position.

• 25 PTO days plus 9 paid holidays.

• Opportunities for professional development and direct mentorship from leadership.

• Become part of an 80+ person agency recognized on the Inc. 5000 list at #170, managing over $24M in Amazon ad spend.