Client Success Manager

About the role

You're the main point of contact for our clients. You make sure they understand what we're doing, why we're doing it, and how it's helping their business. When a client has a question, you answer it. When they need reassurance, you provide it. When something needs to change, you make it happen. Happy clients stay longer and refer more business — that's your mission.

Responsibilities

• Be the primary point of contact for a portfolio of 15–20 clients
• Run bi-weekly strategy calls to review progress and discuss next steps
• Translate technical SEO work into plain English that business owners understand
• Prepare and present monthly performance reports
• Identify when a client might be unhappy and address issues before they escalate
• Coordinate between clients and the strategy, outreach, and content teams
• Onboard new clients — set expectations, gather information, and kick off campaigns
• Spot upsell opportunities when a client is ready for a higher package
• Collect testimonials, reviews, and case study data from happy clients

Requirements

• 2+ years of experience in account management, client success, or customer-facing roles
• A natural communicator — confident on calls and clear in writing
• Ability to explain technical concepts in simple terms without talking down to people
• Organized and detail-oriented — you keep track of every client's status and needs
• Comfortable using CRM tools and project management software
• Genuine care about helping 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 CRM
• Bilingual (English + Spanish is a plus)

Benefits

• Work from anywhere — fully remote with flexibility to work from home, a coffee shop, or the beach, as long as you overlap with US hours
• Real ownership — run your accounts and make your own decisions with trust and autonomy
• Team meetups — quarterly in-person gatherings in a new city to collaborate and socialize
• Full health and dental coverage for you and your family
• Unlimited vacation — take the time you need, with results as the priority
• $1,500 annual learning budget for courses, conferences, and books