Customer Success Manager

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

📋 Description

• Act as the trusted partner and primary point of contact for each client.

• Conduct check-ins and monthly and quarterly reviews to showcase progress and establish the next 90-day sprint.

• Manage escalations and ensure prompt, accountable resolutions.

• Clarify AI search transitions, including AI Overviews, zero-click results, and citations from ChatGPT and Perplexity.

• Analyze the performance of Google Ads and Microsoft Ads, focusing on spending, CPC, conversions, and cost per lead.

• Connect GEO, AEO, SEO, and PPC activities to visibility, qualified traffic, leads, and cost per lead.

• Align content strategies with client objectives while identifying gaps in search and AI engines.

• Detect traffic or ad-click increases without a corresponding rise in leads and collaborate with the web team on CRO improvements.

• Transform GA4, Search Console, Google Ads, agency reporting tools, and HubSpot data into monthly value narratives.

• Leverage AI for drafting reports, summarizing calls, and recognizing patterns while ensuring accuracy of outputs.

• Evaluate account health, implement recovery strategies for Yellow or Red accounts, and escalate accounts labeled Red for over 30 days.

• Refer expansion prospects to the growth team.

• Create ClickUp projects with designated owners, milestones, and deadlines, while keeping HubSpot records organized.

• Collaborate with SEO, PPC, content, web, and development teams while safeguarding scope and margin.

• Streamline repetitive reporting and follow-ups using AI and workflow tools.

⛳️ Requirements

• Minimum of 3 years in customer success or account management within a digital marketing agency, SEO/SaaS company, or similar B2B service organization.

• Solid understanding of SEO and PPC, including Google Ads and Microsoft Ads.

• Eagerness to learn and foundational knowledge of AI search, GEO, and AEO.

• Proficiency in interpreting GA4, Search Console, and dashboard data and articulating changes and their causes.

• Demonstrated ability to translate data into a compelling, coherent narrative for business owners and executives.

• Practical experience with ChatGPT, Claude, or Gemini for research, reporting, and communication, with discernment to validate outputs.

• Experience managing projects in ClickUp or comparable tools like Asana or Monday.

• Familiarity with maintaining a CRM system such as HubSpot.

• Confidence in addressing pushback, managing scope creep, and handling at-risk renewals.

• Professional proficiency in both written and spoken English.

• Basic knowledge of CRO, including landing page best practices, A/B testing, and conversion tracking is preferred.

• Experience with workflow automation tools like Zapier or ClickUp automations is preferred.

• Background in B2B customer interactions; experience in SaaS is an asset.

• Understanding of net revenue retention, upsell strategies, and customer lifetime value is preferred.

🏝️ Benefits

• Opportunity to work remotely.

• Flexible scheduling with a minimum of 5 hours of overlap with North American business hours (ET).