Customer Success Manager

Softline Solutions is a full-service digital marketing agency based in Southern California that helps small and mid-sized businesses grow online by increasing visibility, generating leads, and boosting sales. They build tailored, data-driven campaigns across key digital channels and manage everything from strategy to execution and reporting. The goal is measurable growth, not buzzwords. Some companies include Closets by Design, Canada Dental Group, travel companies, and merchandise distribution companies.

About the role

Softline Solutions is on the hunt for a Customer Success Manager who thrives in a fast-paced, startup-style environment where no two days look the same. If you’re a quick study, love solving problems, and can juggle multiple priorities without breaking a sweat, you’ll fit right in.

This is a hands‑on role within a high‑energy digital marketing agency that’s growing fast. You’ll be the bridge between our clients and our internal teams—helping businesses succeed through sharp communication, organized execution, and relentless follow‑through.

We’re looking for someone who’s as passionate about people as they are about performance metrics. You’ll manage client relationships, troubleshoot issues, and ensure our services deliver real, measurable value.

What You’ll Do

• Build and maintain strong relationships with clients, ensuring long‑term success across all company solutions and services.
• Deliver exceptional customer satisfaction through proactive communication and reliable support.
• Collaborate cross‑functionally with internal teams—including support, management, and sales—to resolve client or campaign challenges efficiently.
• Conduct research and analysis on campaign performance, billing details, and customer feedback.
• Maintain complete and accurate client data to ensure smooth workflows and quick issue resolution.
• Recommend strategies for client retention and satisfaction.
• Manage client communication on payments, service updates, and general account inquiries.
• Dive into the details of campaign data to uncover insights and opportunities for improvement.
• Manage client review profiles and execute strategies for Online Review Management.

Tools You’ll Use

You’ll work across a range of platforms and tools, including:
CRM & Finance: Hubspot CRM, Stripe, Freshbooks, QuickBooks, PayPal
Listings & Marketing: Google Business Profile, Yelp for Business, Bing Places, Apple Maps Connect, Birdeye
Operations & Analytics: Google Workspace, Excel, Asana, Agency Analytics, CallRail, Quo phone system, JIRA and Confluence.

Analytical & Marketing Responsibilities

• Set up and troubleshoot Google Business Profiles.
• Analyze and interpret complex campaign data across multiple platforms.
• Track KPIs and compare performance metrics against baselines.
• Conduct deep‑drive analysis to identify issues or inefficiencies.
• Launch new campaigns and support product or eCommerce research projects.
  

Qualifications

• A fast learner who can adapt quickly to changing priorities.
• Someone who thrives in a fast‑moving, collaborative environment with startup energy.
• An analytical thinker with a customer‑first mindset.
• A professional communicator who can balance empathy with efficiency.
• Highly organized, proactive, and detail‑oriented—because every detail matters when managing multiple clients and projects.
• Demonstrated strong project management skills, specifically with JIRA and Confluence.

Why Join Us

If you’re ready to learn fast, work hard, and make an impact, we want to meet you.

The pay range for this role is:

55,000 - 70,000 USD per year (Softline HQ)