Client Success Manager

About the Role

We are seeking a driven and talented Client Success Manager to join our dynamic company. If you have experience in client success and retaining revenue under your management, please consider applying! You will want to know clients like the back of your hand. You will be the main point of contact for clients and will be accountable for the retention of clients. You’ll be responsible for communicating with the client regarding marketing performance, timelines and due dates of workflow, and making sure they get what they need.

Responsibilities

• You will be reporting to the Head of Client Success.
• You will be required to have meetings with clients, call them often, follow up with them, and make sure they understand the value, where they are at, where they are going and what can be done for improvement.
• You will bring up concerns the client has to the SEO team, PPC team, project manager, and when needed the CEO.

Requirements

• 3-5 years of experience in a client success manager or similar role, preferably in the digital marketing or SEO industry.
• Solid understanding of SEO, digital marketing strategies, and online advertising.
• Excellent English verbal and written communication skills; ability to convey complex concepts clearly.
• Prominent track record of meeting or exceeding client satisfaction targets; strong relationship-building skills.
• Proficient in using CRM software, HubSpot preferred but not required.
• Strong analytical and decision-making skills; ability to identify client needs and provide effective solutions.
• Self-motivated with a results-oriented mindset; ability to work independently and as part of a team.

Qualifications

• Identify the core needs or desires of a client. This requires listening, asking questions, aligning with the client, making a clear action plan, and then executing.
• Leverage clear communication with the client to define clear action items and outcomes and then set clear expectations of the Rotate Digital process.
• Put your stamp of approval on all work for a client. This is your reputation on the line, so all work done for our clients should reflect that. Double-checking work is commonplace.
• Analytically identify wins for clients and present the data to them in an engaging manner.
• Communicate the needs of every client internally so we can deliver the best value possible. Speed is crucial when it comes to internal and external communication involving a client.
• Have a deep understanding of the SEO & PPC deliverables we fulfill and the our process. This will allow you to effectively communicate with clients and answer questions they have regarding our process, an SEO or PPC deliverable, or technical question regarding their setup under our management.
• Leverage the software we use at RD to achieve success in your role.
• Confidently communicate during hard conversations, with angry clients, in difficult situations, and provide solutions that benefit both Rotate Digital and the client.
• Great time management to adapt to different types of workloads, adjust to unexpected changes, and manage multiple tasks or projects simultaneously. You should be able to handle multiple responsibilities, including communicating with clients, reviewing clients’ SEO results, managing upgrades, ensuring quality work across all deliverables, and coordinating internally.

Outcomes

• Retention of Revenue According to Plan: You’ll be responsible for retaining and growing revenue of your clients through retention, new clients added to your plate, and upsells.
• Client Referrals According to Plan: You’ll own capturing referrals, testimonials, and reviews from clients at key points in their journey with us.
• Winning Clients Are Upgraded According to Plan: You will be responsible for ethically upselling clients into new packages or locations to drive more value for their business.
• Cultivate an Exceptional Client Experience According to Plan: You will be graded on the experience a client has. From your meeting presentations, your emails, phone calls, and the experience they have based on survey ratings.

Capabilities

• Ability to identify the core needs or desires of a client. This requires listening, asking questions, aligning with the client, making a clear action plan, and then executing.
• Leverage clear communication with the client to define clear action items and outcomes and then set clear expectations of the Rotate Digital process.
• Put your stamp of approval on all work for a client. This is your reputation on the line, so all work done for our clients should reflect that. Double-checking work is commonplace.
• Analytically identify wins for clients and present the data to them in an engaging manner.
• Communicate the needs of every client internally so we can deliver the best value possible. Speed is crucial when it comes to internal and external communication involving a client.
• Have a deep understanding of the SEO & PPC deliverables we fulfill and the our process. This will allow you to effectively communicate with clients and answer questions they have regarding our process, an SEO or PPC deliverable, or technical question regarding their setup under our management.
• Leverage the software we use at RD to achieve success in your role.
• Confidently communicate during hard conversations, with angry clients, in difficult situations, and provide solutions that benefit both Rotate Digital and the client.
• Great time management to adapt to different types of workloads, adjust to unexpected changes, and manage multiple tasks or projects simultaneously. You should be able to handle multiple responsibilities, including communicating with clients, reviewing clients’ SEO results, managing upgrades, ensuring quality work across all deliverables, and coordinating internally.

Compensation

We pay you for the value you have and create at Rotate Digital. Pay range is dependent on experience. $50k to $70k USD annual salary plus commission and bonus opportunities.

How to Apply

If you feel like you would love this role and excel in creating extreme value by being in this position, here is how to apply: Click on the Apply link and submit your application using the Rotate Digital Website. Please note: candidates who do not complete the application form will not be considered.