Customer Success Manager

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

📋 Description

• Serve as the trusted partner and primary contact for each client.

• Conduct check-ins, monthly evaluations, and quarterly assessments to demonstrate progress and outline the next 90-day objectives.

• Manage escalations with composure while driving prompt and accountable solutions.

• Clarify shifts in AI search, encompassing AI Overviews, zero-click results, and citations in ChatGPT and Perplexity.

• Analyze paid search performance in Google Ads and Microsoft Ads, focusing on spend, CPC, conversions, and cost per lead.

• Integrate GEO, AEO, SEO, and PPC with visibility, qualified traffic, leads, and cost per lead.

• Align content strategies with client objectives and identify gaps for search and AI engines.

• Detect instances where traffic or ad clicks increase but leads remain stagnant, and drive CRO solutions in collaboration with the web team.

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

• Utilize AI for drafting reports, summarizing calls, and identifying patterns while ensuring the accuracy of output and managing client-facing content.

• Evaluate accounts based on leads, account health, and customer sentiment.

• Implement recovery strategies for Yellow or Red accounts and escalate accounts that remain Red for over 30 days.

• Relay expansion opportunities to the growth team.

• Convert success plans into ClickUp projects with designated owners, milestones, and deadlines.

• Maintain a clean HubSpot database.

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

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

⛳️ Requirements

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

• Familiarity with SEO and PPC, encompassing Google Ads and Microsoft Ads.

• An inquisitive nature and foundational knowledge of AI search, GEO, and AEO.

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

• Demonstrated capability to translate data into a coherent and persuasive narrative for business owners and executives.

• Practical experience with AI tools like ChatGPT, Claude, or Gemini for research, reporting, and communication, along with the discernment to evaluate their outputs.

• Experience managing projects in ClickUp or similar platforms such as Asana or Monday.

• Proven ability to maintain a clean CRM, such as HubSpot.

• Confidence in navigating challenging conversations, including pushback, scope creep, and at-risk renewals.

• Professional fluency in written and spoken English, particularly with North American clients.

• Basic knowledge of CRO principles, including landing page optimization, A/B testing, and conversion tracking.

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

• Background in B2B customer relations, with a preference for familiarity with SaaS clients.

• Understanding of net revenue retention, upselling strategies, and customer lifetime value.

🏝️ Benefits

• Option for remote work.

• Full-time employment position.

• Minimum of 5 hours of overlap with North American business hours (ET).