SEO Customer Success Team Lead

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

📋 Description

• Lead and nurture the Customer Success Manager team while overseeing an individual portfolio of clients.

• Develop and execute CSM ROCKs and spearhead the implementation of the EOS framework.

• Assist CSMs with client SEO strategy and execution, including conducting spot-checks, audits, and adjustments to strategies.

• Collaborate on upselling strategies that align with quarterly revenue objectives.

• Address and coach on client escalations to enhance satisfaction and retention.

• Perform monthly churn post-mortem reviews and devise win-back strategies.

• Review HubSpot activity on a weekly basis and resolve any irregularities.

• Conduct performance reviews and provide continuous coaching and mentorship.

• Oversee CSM recruitment with an emphasis on attracting SEO-savvy talent.

• Design and facilitate training sessions and development programs.

• Audit communications via Slack and email for clarity and precision.

• Monitor the completion of CSM daily tasks and responsibilities.

• Supervise and troubleshoot invoicing and billing processes.

• Review potential credit or refund issues prior to escalation.

• Keep the CSM team updated on Search Atlas tools, SEO best practices, algorithm changes, industry trends, and new SEO tools.

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

• Provide feedback on client challenges related to the sales process.

• Conduct quarterly assessments of risk and compliance policies.

• Manage a personal client portfolio, implement tailored SEO strategies, and engage directly with clients.

⛳️ Requirements

• Minimum of 3 years of practical SEO experience at the agency or enterprise level — this is a non-negotiable requirement.

• 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 role.

• Demonstrated ability to build, coach, and cultivate high-performing teams.

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

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

• Proficient in HubSpot, billing systems, and customer success tools.

• Capability to work cross-functionally with sales and other departments.

• Familiarity with Search Atlas or comparable SEO platforms.

• Experience working with enterprise-level or Fortune 500 clients.

• Background in a SaaS or rapidly growing tech environment.

• Availability to work in the Eastern Standard Time zone.

🏝️ Benefits

• Fully remote work environment.

• Comprehensive health, vision, and dental insurance coverage (Aetna).

• Unlimited paid time off (PTO).

• Paid parental leave.

• $100 per quarter for personal development initiatives.

• LASIK eye surgery benefit available after 2 years of employment.

• Pet health insurance offered through Lemonade (up to 2 pets).

• 401(k) plan administered through Deel.

• Monthly virtual game days and events.

• Flexibility to participate in charity initiatives of your choice.