About

Overview We are seeking a proactive and experienced Customer Success Manager (CSM) to support client relationships, streamline communication, and ensure smooth operations within a fast-paced, automation-driven business. This role is designed to free up leadership’s time by managing day-to-day client success activities, while ensuring clients feel supported and engaged. The ideal candidate will be empathetic, tech-savvy, and highly organized, with a strong ability to bridge the gap between technical teams and clients. Responsibilities Client Relationship Management Serve as the primary point of contact for clients, handling inquiries and providing reassurance. Build strong relationships through consistent communication and proactive support. Anticipate client needs and address concerns before they escalate. Technical Support Communication Act as a liaison between clients and the technical team. Translate technical updates and automation issues into clear, client-friendly language. Onboarding & Account Management Guide new clients through structured onboarding processes. Ensure ongoing client accounts are actively managed and supported. Renewals & Growth Identify opportunities for upselling and contract renewals. Maintain high client retention by creating a positive, results-driven client experience. Delegation & Coordination Collaborate with internal technical leads to prioritize and complete client-related tasks. Track projects and workflows using tools like Notion, Slack, and automation platforms. Project Tracking & Reporting Monitor client progress and flag risks early. Provide periodic reports on client health, satisfaction, and alignment with business goals. Key Performance Indicators (KPIs) Client satisfaction scores (CSAT/NPS) Timeliness and quality of client communication Efficiency in resolving issues Renewal and upsell conversion rates Client retention and contract extensions Qualifications 2+ years in Customer Success or Account Management, preferably in a marketing or digital agency. Strong knowledge of automation tools (Zapier, Make.com) and CRM platforms (HubSpot, Dubsado, HoneyBook, Go High Level, Airtable, etc.). Hands-on experience managing automation workflows (multi-step or complex automations). Familiarity with QuickBooks for billing and client tracking. Excellent communication skills—able to translate technical details into clear, client-friendly updates. Warm, empathetic, and proactive approach to client management. Basic sales acumen for identifying upsell/renewal opportunities. Bonus: Basic coding knowledge or experience with automation scripting. Work Hours & Location Remote, flexible schedule. Must be available during North American business hours (EST/PST). What We’re Looking For This role is best suited for someone who thrives in a dynamic, fast-moving environment where adaptability and proactive communication are key. The right candidate will enjoy collaborating with both technical teams and clients, ensuring smooth operations and exceptional client experiences.