Customer Success Manager

Trivium

4h•$55,000 - $60,000•Remote

About The Position

We are seeking a motivated and client-focused Customer Success Manager to join our remote team. In this role, you will be responsible for managing a portfolio of approximately 30 client accounts, ensuring their successful onboarding, ongoing satisfaction, and retention. You will serve as the primary point of contact, collaborating closely with media buyers and other internal teams to deliver exceptional service and drive client success. This is a full-time, remote position with flexible hours, though client-facing calls will typically occur between 10 AM and 7 PM EST.

Requirements

1–4 years of experience in Client Success, Account Management, or a client-facing role.
Proven ability to manage multiple client accounts simultaneously.
Working knowledge of Meta Ads (Facebook/Instagram).
Familiarity with Google Ads concepts and basic digital marketing metrics.
Exceptional verbal communication skills – clear, confident, and professional on video calls.
Native or near-native English fluency.
Ability to present polished and professionally on camera (appropriate setup, lighting, and appearance).
Highly coachable – ability to absorb feedback quickly and apply it.
Ownership mentality – proactive and self-directed.
Performance-driven – focused on results as well as relationships.
Calm under pressure – ability to remain steady when clients are frustrated.
Team-first attitude – thrives in a collaborative environment.

Nice To Haves

Background in a digital marketing agency environment is a strong plus.
Experience in the trades or home services industry is a bonus.

Responsibilities

Own the end-to-end onboarding process for new clients, including setting expectations, establishing communication cadence, and ensuring a smooth launch.
Serve as the primary point of contact for a portfolio of approximately 30 client accounts.
Conduct regular check-in calls and monthly performance reviews with clients.
Proactively identify and address potential issues before clients notice them.
Work closely with the media buying team to align on campaign strategy and performance.
Coordinate between clients and media buyers, translating client feedback into actionable direction.
Own churn prevention by identifying at-risk clients and taking proactive measures.
Drive client satisfaction and relationship quality.
Identify and surface upsell opportunities.
Collect testimonials, referrals, and Google reviews from satisfied clients.
Manage client communication across calls, emails, and messaging platforms.
Keep ClickUp tasks and client records up to date and organized.