Customer Success Manager

As a Customer Success Manager, you will be the point of contact for ensuring the success and satisfaction of our clients. You will oversee client communications, track deliverables, coordinate resources, and ensure that the teams assigned to each account are effectively managing and meeting client expectations. This role is crucial for maintaining high levels of client satisfaction and ensuring that internal teams stay aligned and efficient.

Key Responsibilities:
?Client Communication:
-Ensure that all client communications receive a response within 24 hours.
-Act as the liaison between clients and internal teams to manage expectations and resolve concerns.
?Project & Deliverable Management:
-Track client deliverables and ensure that all milestones and deadlines are met.
-Maintain a checklist of key tasks and ensure timely execution for each client.
?Call Scheduling & Coordination:
-Ensure that key client meetings (e.g., Kick-Off Calls, Ideal Customer Persona Calls, Monthly Reporting Calls) are scheduled in a timely manner.
-Coordinate with internal teams and clients to set up recurring calls and ensure proper preparation.
?Team Coordination:
-Ensure that each client has an SEO Strategist, Editor, Designer, and Writer assigned to their account.
-Manage workloads to ensure that our Executive Director of SEO is overseeing more than 2-3 accounts, and no Senior SEO Strategist is managing more than 5 accounts.
-Ensure SEO Strategists are managing accounts properly and completing deliverables on schedule.
?Internal Meeting Contribution:
-Manage the Issues and Project Management sections of the weekly Customer Success meetings, ensuring that client status updates are communicated to the wider team.

Minimum Requirements:
?Proven experience as a Customer Success Manager, Account Manager, or similar role at a Digital Marketing Agency. Experience at an SEO Agency is strongly preferred.
?Strong project management skills with the ability to manage multiple accounts and prioritize.
?Excellent communication and interpersonal skills and is able to confidently handle client concerns in video meetings, through email, and through Slack.
?Strong problem-solving skills and the ability to handle client concerns proactively.
?Familiarity with SEO and digital marketing strategies.
?Ability to work in a fast-paced, dynamic environment.
?Complete fluency in English, with excellent written and verbal communication skills.
?Strong organizational skills and the ability to work independently.
?Proficiency in project management software (Asana and Notion)
?Proficiency in Gsuite programs (Sheets, Google Docs)

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