Customer Success Manager

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

📋 Description

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

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

• Manage escalations and ensure rapid, accountable resolutions.

• Clarify changes related to AI search, including AI Overviews, zero-click results, and citations in ChatGPT and Perplexity.

• Analyze the performance of Google Ads and Microsoft Ads, covering aspects such as spend, CPC, conversions, and cost per lead.

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

• Align content plans with client objectives and pinpoint gaps for search and AI engines.

• Identify issues affecting conversion rates and collaborate with the web team to implement CRO fixes.

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

• Utilize AI to draft reports, summarize calls, and identify patterns, while ensuring the accuracy of outputs and managing client-facing content.

• Assess account health, track customer sentiment, and execute recovery plans for accounts categorized as Yellow or Red.

• Elevate accounts that remain in the Red status for over 30 days.

• Forward expansion opportunities to the growth team.

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

• Maintain a tidy HubSpot and coordinate activities across SEO, PPC, content, web, and development teams.

• Safeguard scope and margins while automating repetitive reporting and follow-ups.

⛳️ Requirements

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

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

• A keen interest in and preliminary knowledge of AI search, GEO, and AEO.

• Proficient in interpreting GA4, Search Console, and dashboard data, and able to articulate changes and their implications.

• Proven capability to convert data into a compelling and persuasive narrative for business owners and executives.

• Practical experience with ChatGPT, Claude, or Gemini for research, reporting, and communication, with the discernment to ensure output accuracy.

• Experience managing projects using ClickUp or similar platforms like Asana or Monday.

• Familiarity with maintaining a clean CRM, such as HubSpot.

• Comfort in addressing challenging conversations, managing pushback, scope creep, and at-risk renewals.

• Professional proficiency in both written and spoken English.

• Basic knowledge of CRO, including best practices for landing pages, A/B testing, and conversion tracking (preferred).

• Experience with workflow automation tools such as Zapier or ClickUp automations (preferred).

• Background working with B2B customers and SaaS clients (preferred).

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

• Availability to work at least 5 hours overlapping with Eastern Time.

• Candidates must be located in LATAM or Europe, with a preference for Colombia.

🏝️ Benefits

• Opportunity to work remotely.

• Full-time employment status.

• Minimum of 5 hours of overlap with North American Eastern Time.

• Chance to engage with AI search, GEO, AEO, SEO, and PPC technologies.