Customer Success Manager

Trivium • San Francisco, CA

17d • Remote

About The Position

The Customer Success Manager (CSM) will serve as the main point of contact for client accounts, ensuring client satisfaction, retention, and relationship growth within a fast-growing digital marketing agency. This fully remote role requires a strong understanding of digital marketing channels like Facebook Ads, Google Ads, and SEO, along with excellent client relationship management and strategic guidance capabilities. The CSM will be responsible for analyzing campaign performance, translating data into actionable insights, and providing strategic recommendations to improve client results. Additionally, the role involves proactive issue resolution, identifying upsell opportunities, delivering customized performance reports, and acting as a client advocate to foster long-term partnerships.

Requirements

• 2–4 years experience in Customer Success, Account Management, Client Strategy, or Digital Marketing Agency roles
• Strong understanding of Facebook Ads, Google Ads, and SEO
• Experience managing client relationships in an agency environment
• Ability to analyze marketing results and communicate strategy
• Excellent verbal communication
• Strong client relationship management
• Strategic thinking and problem solving
• Ability to lead client calls and hold structure
• High ownership and accountability
• Ability to manage multiple client accounts simultaneously
• Strong organization and follow-through

Nice To Haves

• Opportunity to work closely with leadership
• Clear path to leadership roles

Responsibilities

• Serve as the main point of contact for client accounts
• Conduct weekly or bi-weekly strategy calls with clients
• Maintain proactive communication via calls, messaging, and updates
• Ensure clients clearly understand campaign performance and results
• Analyze marketing performance across Facebook Ads, Google Ads, and SEO
• Translate marketing data into clear, actionable insights for clients
• Provide strategic recommendations to improve campaign performance
• Own client satisfaction, retention, and relationship growth
• Proactively address issues and prevent churn
• Identify upsell opportunities when appropriate
• Deliver customized performance reports to clients
• Clearly explain campaign metrics and ROI
• Coordinate with the fulfillment team to ensure deliverables are completed
• Collect client testimonials, referrals, and Google reviews
• Maintain strong long-term client partnerships

Benefits

• Fully remote work environment
• Performance-based compensation
• Opportunity to work closely with leadership
• Clear path to leadership roles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed