Customer Success Manager
Trivium
•Remote
About The Position
The Customer Success Manager (CSM) will be responsible for onboarding new clients, serving as their main point of contact, and ensuring client retention. This role involves conducting client meetings, collaborating with internal teams, tracking client progress, and contributing to process improvements. The CSM will also mentor future team members as the department grows. This is a fully remote, full-time position with a flexible schedule within the Eastern Time Zone.
Requirements
- 3+ years of experience as a Customer Success Manager, Account Manager, or Client Success Specialist, preferably in a marketing agency environment.
- Strong understanding of digital marketing, SEO, and social media advertising, including Facebook Ads.
- Excellent communication, negotiation, and client management skills.
- Ability to handle challenging client situations with professionalism and assertiveness.
- Experience with tools like GoHighLevel, Asana, Slack, and other CRM/project management tools.
- Highly proactive, detail-oriented, and able to work independently.
- Passionate about delivering high-quality client results.
Nice To Haves
- Experience working with contractors or service-based clients.
- Leadership experience or interest in growing into a senior CSM role.
Responsibilities
- Onboard new clients following the sales process and introduce them to our services.
- Serve as the main point of contact for clients, providing guidance, updates, and support.
- Conduct weekly and monthly client meetings, depending on service type (Social Media vs. SEO).
- Ensure client retention by proactively addressing issues and providing solutions.
- Collaborate with internal teams (marketing, fulfillment, operations) to meet client goals.
- Track and report on client progress and performance metrics.
- Escalate issues as needed and manage difficult client interactions with confidence and professionalism.
- Contribute to process improvements and build out SOPs for the CSM function.
- Mentor future CSM team members as the department grows.
Benefits
- Fully remote work with flexible schedule within Eastern Time.
- Opportunity to build and lead your own team in the future.
- Exposure to high-level client success and agency operations.
- Supportive, fun, and high-energy team culture.
- Opportunity to shape processes and make the role your own.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
