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, monthly evaluations, and quarterly assessments to showcase progress and outline the next 90-day sprint.

• Manage escalations and facilitate prompt, accountable resolutions.

• Clarify shifts in AI search, including 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.

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

• Align content strategies with client objectives and pinpoint search and AI-engine gaps.

• Recognize instances where traffic or ad clicks increase while leads stagnate, and initiate CRO fixes with the web team.

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

• Utilize AI to draft reports, summarize calls, and identify trends while validating outputs and managing client-facing content.

• Assess account health based on leads and customer sentiment, implementing recovery strategies for Yellow or Red accounts.

• Escalate accounts that remain in the Red category for over 30 days.

• Relay expansion opportunities to the growth team.

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

• Maintain cleanliness in HubSpot.

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

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

⛳️ Requirements

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

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

• A sense of curiosity and preliminary knowledge of AI search, GEO, and AEO.

• Proficiency in interpreting GA4, Search Console, and dashboard data, along with the ability 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 AI tools such as ChatGPT, Claude, or Gemini for research, reporting, and communication purposes.

• The discernment to validate AI-generated outputs.

• Experience managing projects in ClickUp or a similar platform like Asana or Monday.

• Experience in maintaining a clean CRM such as HubSpot.

• Confidence in handling challenging conversations, including pushback, scope changes, and at-risk renewals.

• Professional proficiency in English, both written and spoken.

• Availability for a minimum of 5 hours of overlap with North American Eastern Time.

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

• Experience with workflow automation tools like Zapier or ClickUp automations (nice-to-have).

• Background working with B2B customers and SaaS clients (nice-to-have).

• Familiarity with net revenue retention, upsell initiatives, and customer lifetime value (nice-to-have).

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to collaborate with a Toronto-based GEO, AI search, and SEO agency.

• Work alongside clients and teams across LATAM, Europe, and North America.