Customer Success Manager
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Job Description
Client Success Manager responsible for primary client relationships in a remote digital marketing firm. Managing client escalations and satisfaction while identifying growth opportunities.
Responsibilities:
- Own the client relationship post-sale, serving as the primary point of contact for your assigned accounts
- Hop on calls to manage client escalations, address concerns, and drive resolution quickly and professionally
- Identify upsell and expansion opportunities within existing accounts and lead those conversations with clients
- Monitor client health, engagement, and satisfaction — proactively flagging at-risk accounts and taking action before issues escalate
- Coordinate internally with relevant teams to ensure client needs are being met and deliverables are on track
- Maintain accurate records of client interactions, account status, and next steps in the CRM
- Support clients through onboarding and ensure a smooth, confident start to the engagement
Requirements:
- Must be available to work EST hours
- Excellent spoken and written English — you'll be client-facing on calls regularly and communication quality is non-negotiable
- Prior experience in a CSM, account management, or client-facing support role
- Comfortable leading calls independently, including difficult conversations around escalations or commercial topics
- Strong interpersonal skills — warm, professional, and able to build genuine rapport with clients
- Organized and detail-oriented, with the ability to manage multiple accounts without things slipping through the cracks
- Experience with CRM tools
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