Customer Success Manager

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

📋 Description

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

• Conduct check-ins, monthly assessments, and quarterly evaluations.

• Showcase progress and outline the next 90-day action plan.

• Address escalations and facilitate quick, accountable resolutions.

• Clarify shifts in AI search, provide AI Overviews, and explain zero-click results, along with citations from ChatGPT and Perplexity.

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

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

• Align content plans with client objectives and identify gaps in search and AI engines.

• Detect growth in traffic or ad clicks without a corresponding increase in leads, driving CRO improvements with the web team.

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

• Utilize AI for drafting reports, summarizing calls, and identifying trends, while ensuring the accuracy of outputs.

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

• Implement recovery strategies for Yellow or Red accounts and escalate those 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.

• Ensure HubSpot records are well-maintained.

• Coordinate efforts among SEO, PPC, content, web, and development teams while safeguarding scope and margins.

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

• Take ownership of customer results, relationships, retention, NPS, and expansion outcomes.

⛳️ Requirements

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

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

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

• Capability to interpret GA4, Search Console, and dashboard data, providing explanations for changes and their causes.

• Demonstrated ability to convey data in a clear and compelling narrative for business owners and executives.

• Practical experience with ChatGPT, Claude, or Gemini for research, reporting, and communication purposes.

• Good judgment in verifying AI-generated outputs.

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

• Familiarity with maintaining a CRM like HubSpot.

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

• Professional proficiency in both written and spoken English.

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

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

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

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

• Familiarity with net revenue retention, upselling strategies, and customer lifetime value (preferred).

🏝️ Benefits

• Remote work opportunity available in LATAM or Europe.

• At least 5 hours of overlap with North American Eastern Time.

• Full-time position.

• Chance to collaborate with clients from B2B sectors, including law firms, signage, SaaS, and home improvement.

• Access to AI tools and workflow automation in your role.