Customer Success Analyst – Focus on Performance and Paid Traffic
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Job Description
Customer Success Analyst ensuring client satisfaction and success while aligning performance metrics. Assisting with onboarding and communication between clients and responsible teams in a marketing agency.
Responsibilities:
- Onboarding: Conduct the initial alignment with new clients, collect briefings, assist with account accesses (Meta Ads, Google Ads, GA4) and set the first delivery expectations.
- Strategic Liaison: Serve as the bridge between the client and the tasks/owners responsible for the account.
- Alignment and Results Meetings: Participate in regular meetings (weekly/monthly) to present performance reports and produce meeting minutes.
- Crisis Management and Expectation Alignment: Identify operational bottlenecks for the client (e.g., traffic is good but the client’s sales team isn’t converting) and act consultatively to correct course.
- Retention and LTV: Monitor client health (Health Score), prevent cancellations (churn) and identify ideal moments to offer new services (upsell/cross-sell).
- Organization and Processes: Ensure the delivery schedule and deadlines agreed with the client are met internally.
Requirements:
- Previous experience as a Customer Success, Account Manager, or Client Services role in digital marketing agencies
- Basic to intermediate knowledge of Paid Traffic: You don’t need to build campaigns, but you must understand the concept and mechanics
- Analytical Mindset: Able to look at a dashboard (Looker Studio) and determine whether a campaign is performing well or poorly
- Impeccable Communication: Excellent written skills, clear oral presentation, and ease interacting with different client profiles (from small business owners to marketing directors)
- Resilience and Objection Handling: Ability to stay calm and guide difficult conversations when results fluctuate
Benefits:
- Commission
- Growth Opportunities
- Courses and Training
- Remote
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