Customer Success Manager

Trivium•Orlando, FL

4d•Remote

About The Position

This is not a standard Customer Success Manager position. The role involves owning the client relationship completely, from onboarding through retention and escalation. The ideal candidate will be proactive, anticipate client needs, maintain accurate expectations, and ensure clients feel valued. This role is for someone who has a history of being proactive and has successfully managed accounts through difficult times, ensuring client retention. The firm is a high-ticket coaching, consulting, and implementation company serving $1M–$10M+ agency owners. They specialize in transforming businesses into scalable operations through masterminds, implementation programs, and AI-agent integration. The company is systems-first and has experienced rapid growth, with over 225 agencies joining in the last 12 months. The company is currently undergoing significant expansion, including a flagship event, geographic expansion into the UK, AI integration, and HQ buildout. The person joining will be part of building the company, not joining a finished entity.

Requirements

Own the relationship fully, including challenging aspects.
Real agency experience managing clients in digital marketing (SEO, paid social, or both).
Communicate clearly under pressure.
Be high-detail and proactive.
Proficiency in GoHighLevel, Asana, and Slack.
Ability to learn new tools quickly.
Interest in building process, team, and career.
3+ years in a CSM, account management, or client success role, preferably within a marketing agency.
Managed clients across SEO and/or Facebook Ads with measurable retention outcomes.
Experience navigating difficult client conversations without losing the account or professionalism.
Experience building or contributing to SOPs, processes, or team infrastructure.
Ability to work independently in a fully remote environment.

Nice To Haves

Experience managing contractor relationships.
Experience working with service-based clients at scale.

Responsibilities

Own the client relationship from the moment they sign.
Onboard clients and manage weekly or monthly check-ins.
Manage client expectations clearly and ensure they are informed about project status.
Ensure response time during working hours is within one hour.
See and address client signals early to prevent issues.
Handle difficult client situations with confidence and professionalism.
Escalate issues only when it is the correct decision.
Track key metrics, communicate them clearly, and tie them back to client goals.
Collaborate with internal teams to ensure data accuracy and client understanding.
Build documentation and write Standard Operating Procedures (SOPs).
Mentor new Customer Success Managers as the team grows.
Create process where none exists.