Position Details:
- Position Type: Independent Contractor, Full Time.
- Schedule: Monday to Friday, 8:00 AM to 5:00 PM Central Time (US business hours required, no flexibility).
- Salary: $17 to $20 per hour (based on experience).
About Us:
- We are a fast growing, AI powered marketing agency specializing in SEO, websites, and digital marketing for local businesses across industries such as dental, accounting, med spas, and local services.
- We have built our own proprietary software to automate and streamline how we launch and manage campaigns.
- We are looking for a high caliber Customer Success Manager who thrives in a fast paced, AI driven environment.
Role Responsibilities:
- Own the full customer success function, including client support, onboarding, account management, and retention.
- Audit our existing SOPs, onboarding process, and client workflows, and identify gaps, bottlenecks, and areas where clients or tasks are slipping through the cracks.
- Present clear, practical recommendations to leadership, push back where something isn't working, and lead the rollout of approved improvements.
- Continuously refine our onboarding process, from signed contract to first deliverable, including onboarding forms to collect assets, accesses, and information.
- Set clear expectations with clients on timelines, deliverables, and communication cadence.
- Lead client kickoff calls.
- Bring structure to a fast moving environment with multiple Slack channels, client requests, onboarding tasks, and access needs happening at once.
- Track open items, follow up with internal teams, and close the loop with clients to ensure nothing falls through the cracks.
- Act as the main escalation point for client issues and handle difficult situations with confidence, so leadership no longer has to step in.
- Work closely with leadership and fulfillment teams (SEO, Google Ads, Content, web) to make sure deliverables are completed on time and reports are reviewed before they reach clients.
- Define and track customer success KPIs such as retention, client satisfaction, NPS, and churn risk, and report on them to leadership monthly.
- Monitor account health across the client base and proactively address risks before they become cancellations.
- Track contract renewals and lead renewal conversations ahead of time.
- Identify opportunities to recommend additional services that bring genuine value to clients, in collaboration with the sales team.
- Gather client feedback and use it to improve our service delivery.
- Ensure client communications, goals, and action items are properly documented in the CRM.
- Define the roles, workflows, and KPIs for a future customer success team, and help hire, train, and lead that team as it grows.
- Translate marketing performance into clear, plain language outcomes clients care about.
Desired Qualifications:
- Proven track record managing customer success or account management for a large, high volume client base.
- Experience building or leading a customer success, support, or account management team.
- Experience auditing and improving existing processes, not only creating new ones.
- Prior experience at a marketing agency, SaaS company, or similar fast paced client service environment.
- Experience creating and refining SOPs, onboarding processes, client communication frameworks, and customer success KPIs.
- Familiarity with CRM tools such as Go High Level or HubSpot.
- Experience with reporting tools such as AgencyAnalytics or Looker Studio.
- Familiarity with project management and communication tools such as ClickUp, Asana, Slack, Google Workspace, Zoom, or Google Meet.
- Strong written and spoken English.
- Based in Latin America or the Philippines and able to work US Central Time business hours.
