Customer Success Manager

  • Full-Time
  • Remote
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Job Description:

Customer Success Manager (CSM)

Company Overview

It is a Boston-based client acquisition and video advertising agency that helps local service businesses grow using short-form video and paid social. The team focuses on creating performance-driven creative and end-to-end client acquisition systems that move leads into booked jobs; the culture is fast-paced, results-oriented, and collaborative with a strong emphasis on systems, clear communication, and high-touch client experience.

Mission

We're hiring a full-time Client Success Manager (CSM) to own the complete client lifecycle end-to-end — from onboarding through renewal or offboarding.

This is not a passive support role. The ideal candidate is proactive, highly organized, and diagnostic in their approach to client management. They are expected to identify issues before they escalate, prescribe solutions confidently, and maintain momentum across every stage of the client journey.

This role combines coaching, operational coordination, systems thinking, and client accountability. The CSM will work closely with clients to help them launch campaigns, improve execution, optimize performance, and stay aligned with the company's frameworks and processes.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

  • Run onboarding, strategy, weekly coaching, KPI review, renewal, and offboarding calls over Zoom
  • Ensure onboarding calls occur within 48 hours of client payment and maintain momentum throughout the onboarding sprint
  • Own the first 30-day onboarding phase, ensuring clients complete all required implementation milestones on time
  • Coordinate content shoots and ad production timelines including scheduling, reminders, briefing, confirmations, and follow-ups
  • Review Meta Ads Manager performance metrics including CPL, CTR, CPM, ROAS, frequency, and creative performance to identify issues and optimization opportunities
  • Audit DM flow, lead quality, booking funnels, and sales process execution to identify bottlenecks and prescribe corrective actions
  • Help optimize client Instagram profiles and support ad scripting processes when needed
  • Coach clients on accountability, execution, and implementation using clear action-oriented guidance
  • Maintain client tracking systems inside Notion, HubSpot, Slack, and internal project management tools
  • Coordinate with operations, editors, and fulfillment teams to ensure deliverables and deadlines are completed on time
  • Maintain organized client communication, recap notes, SOPs, and action-item tracking across all client touchpoints
  • Track renewals, identify churn risks early, and support renewal conversations and scale calls
  • Escalate only high-risk or critical client situations to leadership using structured escalation processes
  • Build and improve SOPs, operational workflows, dashboards, and internal systems as the company scales
  • Maintain proactive client communication and ensure no client goes extended periods without touchpoints or follow-up
  • Diagnose client issues using KPI trends, inputs vs. outputs analysis, and execution tracking frameworks

Key Performance Indicators (KPIs)

  • Ensure onboarding calls are completed within 48 hours of client payment
  • Maintain consistent client communication and touchpoints across all assigned accounts
  • Drive client onboarding momentum and ensure implementation milestones are completed on schedule Monitor and improve client retention, renewal, and satisfaction rates
  • Identify churn risks proactively and escalate critical situations appropriately
  • Maintain timely follow-up, recap notes, and action-item tracking after every client interaction
  • Support clients in improving key marketing and sales metrics such as lead quality, booking rates, and campaign performance
  • Ensure client deliverables, ad launches, and operational workflows are completed within expected timelines
  • Maintain organized CRM/client tracking systems with accurate and updated information
  • Contribute to operational improvements, SOP development, and workflow optimization initiatives

Qualifications

  • Years of Experience: 3+ years in customer success, account management, coaching, client services, or agency operations
  • CRM Tool: Experience with Notion, HubSpot, or similar CRM/project management systems preferred
  • Softwares: Slack, Zoom, Notion, Meta Ads Manager, Google Workspace, Calendly, Frame.io, HubSpot
  • Industry Knowledge Required: Paid social advertising, short-form video marketing, client coaching, agency environments, or high-touch service businesses
  • Specific Gender: Female preferred

Skills & Competencies

  • Strong written and verbal English communication skills with confidence leading Zoom calls and client conversations
  • Hands-on familiarity with Meta Ads Manager and/or Meta Business Suite (foundational ad management knowledge required)
  • Strong systems-thinking and operational mindset with ability to improve workflows and processes proactively
  • Ability to diagnose client problems quickly and prescribe actionable solutions confidently
  • Strong coaching and accountability skills with ability to guide clients through execution challenges
  • Comfortable handling difficult conversations, churn-risk situations, and client pushback professionally
  • Highly proactive and self-directed with strong follow-up discipline
  • Strong organizational and documentation habits Ability to balance multiple client priorities calmly in fast-paced environments
  • Strong understanding of KPI tracking, client performance analysis, and campaign troubleshooting
  • Comfortable operating inside dynamic, evolving environments with shifting priorities

Technical Requirements

  • Own PC or laptop
  • Reliable internet connection (wired connection recommended)
  • Noise-cancelling headset and quiet professional workspace
  • Professional Zoom/video call setup (camera and lighting)
  • Ability to confidently navigate Meta Ads Manager and screen-share during client calls
  • Daily fluency with Slack, Notion, Google Workspace, CRM systems, and client communication tools
  • Ability to maintain organized notes, SOPs, and client documentation consistently

Position Description

  • Working Hours: 8 hours, from 4 PM till 12 AM Beirut Time
  • Working Days: 5 days a week, Monday to Friday
  • Days Off: Saturday and Sunday
  • Work Location: Fully-remote, you can work from anywhere
  • PTO (Paid Time Off): You may request time off anytime with advanced notice
  • Salary Range: $2,000 – $2,500