SEO Customer Success Team Lead

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

📋 Description

• Develop and execute CSM ROCKs (key priorities) while leading the implementation of the EOS framework.

• Assist CSMs with the client's SEO strategies and their implementation, which includes conducting spot-checks, audits, and revising strategies as needed.

• Work in partnership with CSMs to create upsell strategies that align with quarterly revenue objectives.

• Handle client escalations through coaching to ensure satisfaction and foster retention.

• Perform monthly churn post-mortem reviews and create strategies for client win-back.

• Review HubSpot activities and address any irregularities on a weekly basis.

• Conduct performance evaluations while offering ongoing coaching and mentorship.

• Lead the hiring process for CSMs, with a focus on attracting SEO-savvy talent.

• Facilitate and lead training sessions and development initiatives.

• Audit communications via Slack and email to ensure clarity and accuracy.

• Oversee the fulfillment of daily responsibilities by CSMs.

• Supervise and resolve invoicing and billing processes.

• Review potential credit or refund matters prior to escalation.

• Ensure that the CSM team is well-versed in Search Atlas tools and SEO best practices.

• Keep track of algorithm updates, industry shifts, and new SEO tools.

• Collaborate with the sales team to enhance the sales-to-CSM handoff process.

• Provide insights on new client issues related to the sales process.

• Conduct quarterly reviews of risk and compliance policies with the CSM team.

• Manage a personal portfolio focused on SEO strategies, client satisfaction, and retention efforts.

• Implement tailored SEO strategies and maintain direct communication with clients.

⛳️ Requirements

• Minimum of 3 years of practical SEO experience in an agency or enterprise environment.

• Proficiency in technical SEO, on-page optimization, link building, and content strategy.

• At least 2 years of leadership experience in customer success or a related client-facing position.

• Demonstrated capability to build, coach, and nurture high-performing teams.

• Experience in managing client accounts and executing data-driven strategies.

• Exceptional communication, strategic thinking, and problem-solving abilities.

• Familiarity with HubSpot, billing systems, and customer success software.

• Capacity to work collaboratively across functions with sales and other departments.

• Knowledge of Search Atlas or similar SEO tools.

• Experience with enterprise-level or Fortune 500 clients.

• Background in a SaaS or fast-growing tech environment.

• Availability to work in Eastern Standard Time (EST).

• Open to candidates residing in Canada.

🏝️ Benefits

• 15 days of paid time off (PTO).

• Paid time off on Christmas Day.

• Paid time off on New Year's Day.

• Flexible remote work options.

• Monthly virtual game days and events.

• Opportunity to participate in charitable initiatives of your choice.

• A collaborative and inclusive company culture.

• Support for personal development and professional advancement.