SEO Customer Success Team Lead
About The Position
LinkGraph, part of the Search Atlas Group, is an SEO software company and full-service digital agency serving clients ranging from Fortune 500 companies to technology startups. The SEO Customer Success Team Lead is a player/coach who leads and develops the Customer Success Manager (CSM) team while managing an individual book of business. The role is fully remote within the United States and is expected to work in Eastern Time (EST). The Team Lead provides strategic and technical SEO guidance to clients and CSMs, coaches the team on strategy and execution, and supports retention and upsell goals. The role also oversees team priorities, performance, training, client communications, billing processes, and coordination with sales. Candidates need deep, hands-on SEO expertise and credibility with sophisticated clients.
Requirements
- At least 3 years of hands-on SEO experience at the agency or enterprise level; fluency in technical SEO, on-page optimization, link building, and content strategy is required.
- At least 2 years of leadership experience in customer success or a similar client-facing role.
- Proven ability to build, coach, and develop high-performing teams.
- Experience managing client accounts and executing data-driven client strategies.
- Excellent communication, strategic thinking, and problem-solving skills.
- Proficiency with HubSpot, billing systems, and customer success tools.
- Ability to work cross-functionally with sales and other teams.
Nice To Haves
- Familiarity with Search Atlas or similar SEO platforms.
- Experience working with enterprise-level or Fortune 500 clients.
- Background in a SaaS or high-growth technology environment.
Responsibilities
- Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team.
- Support CSMs with client SEO strategy and implementation, including spot-checking, auditing, and revising strategies as needed.
- Collaborate with CSMs to develop upsell strategies aligned with quarterly revenue targets.
- Address client escalations and coach CSMs to support client satisfaction and retention.
- Conduct monthly churn post-mortem reviews, identify patterns, and develop win-back strategies.
- Review HubSpot activity weekly and address irregularities.
- Conduct performance reviews and provide ongoing coaching and mentorship.
- Lead CSM hiring, focusing on candidates with SEO knowledge.
- Implement and lead training sessions and development programs, including SEO best practices.
- Audit Slack and email communications for clarity and accuracy.
- Monitor completion of CSM daily responsibilities.
- Oversee and troubleshoot invoicing and billing procedures.
- Review potential credit or refund issues before escalation.
- Ensure the CSM team understands Search Atlas tools and SEO best practices.
- Track algorithm updates, industry trends, and emerging SEO tools to help keep clients and the team competitive.
- Collaborate with sales to improve the sales-to-CSM handoff process and provide feedback on new client issues that may relate to the sales process.
- Conduct quarterly reviews of risk and compliance policies with the CSM team.
- Manage an individual book of business, focusing on SEO strategy, client satisfaction, and retention.
- Implement personalized SEO strategies and liaise directly with clients to strengthen partnerships.
Benefits
- Fully remote work.
- Fully covered health, vision, and dental insurance through Aetna.
- Unlimited PTO.
- Paid parental leave.
- $100 per quarter personal development budget.
- LASIK eye surgery benefit after 2 years.
- Pet health insurance through Lemonade, covering up to 2 pets.
- 401(k) plan through Deel.
- Monthly virtual game days and events.
- Flexibility to contribute to charity initiatives of the employee's choice.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
