Client Success Manager

Role Overview

Client Success Manager is the primary point of contact for a portfolio of 15–20 clients. You help clients understand what the team is doing, why it matters, and how it impacts their business—ensuring long-term retention and referrals.

Responsibilities

• Serve as the main point of contact for 15–20 clients
• Run bi-weekly strategy calls to review progress and align on next steps
• Translate technical SEO work into clear, plain-English explanations
• Prepare and present monthly performance reports
• Identify potential client dissatisfaction early and resolve issues before escalation
• Coordinate across clients and internal teams (strategy, outreach, and content)
• Onboard new clients: set expectations, gather required info, and kick off campaigns
• Spot upsell opportunities when a client is ready for a higher package
• Collect testimonials, reviews, and case study materials from satisfied clients

Requirements

• 2+ years of experience in account management, client success, or other customer-facing roles
• Strong communication skills (confident on calls and clear in writing)
• Ability to explain technical concepts simply
• Highly organized and detail-oriented
• Comfortable using CRM tools and project management software
• Genuine drive to help small businesses succeed
• Based in a North American time zone for client availability

Nice to Have

• Experience at a marketing agency or SEO company
• Basic understanding of local SEO concepts
• Experience with HubSpot, Salesforce, or similar CRMs
• Bilingual (English + Spanish)