Client Success Manager

Job Title: Customer Success Manager (CSM)

Location: Remote

Reports To: Director of Operations

Department: Client Success

Position Summary

We are seeking a Customer Success Manager (CSM) to serve as the strategic lead and trusted advisor across a large portfolio of clients with multiple local lead generation campaigns. The CSM plays a central role in monitoring campaign lead performance, managing pacing targets, and driving retention through proactive support and optimization.

This is not a reactive role. You will own the outcomes for each campaign and serve as the internal champion for your clients—aligning with Fulfillment, SEO, PPC, and Dev teams to ensure every campaign delivers meaningful results.

Your superpower? Performance Foresight—the ability to anticipate campaign risks and shortfalls before they happen. With this, you won’t just react to issues—you’ll prevent them.

Top 3 Capabilities for Success

1. Performance Ownership – You own pacing metrics, campaign health, and optimization planning like a product owner would.
2. Strategic Client Communication – You simplify complex performance data, hold confident conversations, and build trust with small business owners.
3. Cross-Functional Execution – You collaborate across teams to ensure technical, marketing, and client needs are resolved quickly and with accountability.

Key Responsibilities

Client Relationship Management

• Serve as the main point of contact for a designated subset of clients across multiple active campaigns, ensuring focused management and personalized attention.
• Build deep trust by demonstrating a strong understanding of their business. Become the client’s trusted advisor and growth partner.
• Conduct annual strategy reviews 90 days ahead of annual renewal, performance check-ins, and goal-setting sessions.
• Manage expectations and educate clients on lead pacing, lead quality, and performance trends.
• Actively respond to client escalations and/or questions within 24 hours.

Campaign Oversight & Management

• Monitor weekly performance to ensure campaigns are pacing toward monthly targets.
• Collaborate with Fulfillment to troubleshoot underperforming campaigns and implement necessary optimizations across GMB, websites, and paid ads.
• Manage issues proactively—whether related to GMB suspensions, lead shortfalls, or changes by Google that affect campaigns—while keeping client expectations managed.
• Ensure seamless campaign execution by coordinating internal handoffs and escalation paths to minimize disruption.
• Maintain accurate and current campaign records across our CRM, project management, and client portal software.

Requirements

• 3+ years in a customer-facing role in digital marketing, SaaS, or performance-based lead generation.
• Proven experience managing high-volume client portfolios or local business campaigns.
• Understanding of local SEO, GMBs, and lead generation metrics (CPC, lead cost, conversion rates, etc.).
• Highly organized with strong systems thinking and cross-functional collaboration skills.
• Ability to analyze performance dashboards and communicate results clearly to clients.
• Comfort managing difficult conversations with transparency, confidence, and professionalism.

Preferred Experience

• Familiarity with Looker Studio, Hubspot, and Asana.
• Background in SEO, PPC, or marketing fulfillment processes.
• Agency experience or multi-client management background is a strong plus.

Success in This Role Looks Like

• You know your top 10% of at-risk accounts before anyone asks and are actively addressing them.
• You’ve coached clients on our model and have a clear understanding of their business and are seen as a Trusted Advisor.
• You’ve diagnosed why a campaign is underperforming and rallied a cross-functional team to fix it.
• You don’t wait for problems—you forecast them. And solve them.