Customer Success Manager

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

📋 Description

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

• Conduct check-ins, monthly evaluations, and quarterly reviews to showcase progress and set objectives for the next 90-day sprint.

• Address escalations and facilitate prompt, responsible resolutions.

• Clarify AI search transitions, provide AI overviews, and explain zero-click results and citations in ChatGPT and Perplexity.

• Analyze performance metrics for Google Ads and Microsoft Ads, including expenditures, CPC, conversions, and cost per lead.

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

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

• Detect traffic or ad-click increases that do not lead to corresponding growth in leads and collaborate with the web team to implement CRO improvements.

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

• Utilize AI to generate reports, summarize discussions, and identify trends while verifying the outputs.

• Assess account health, execute recovery plans for Yellow or Red accounts, and escalate accounts that remain Red for over 30 days.

• Forward expansion opportunities to the growth team.

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

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

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

⛳️ Requirements

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

• Solid understanding of SEO and PPC, including 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, along with the ability to explain changes and their implications.

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

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

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

• Proven ability to maintain an organized CRM, such as HubSpot.

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

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• A collaborative and supportive work environment.