Customer Success Manager

Overview Head of Growth & Automation | Organizational Transformation Leader | Strategic Systems Architect Customer Success Manager (CSM) Location: Remote (must overlap 9am–2pm ET) Type: Full-time Reports to: CEO (with tight partnership to Head of Delivery / Pod Leads) GLP helps clients grow through SEO, content, and CRO. You’ll own the end-to-end client experience —from signed contract through ongoing success—so pod leaders can focus on strategy and execution while clients feel informed, supported, and delighted. What you’ll do 1) Own onboarding (first 30–60 days) Lead handoff from Sales: confirm goals, scope, KPIs, timeline, comms channel, and decision makers. Kickoff: run agenda, capture requirements, collect all accesses (analytics, CMS, GSC, tracking, brand assets). Spin up the project in Asana from the template; ensure all deliverables, owners, and dates are set. Coordinate with Dev/SEO on site readiness (tracking, pixels, sitemap, speed, CRO checklist on key pages). Ensure UTM conventions and lead capture (Typeform/CRM) are in place and tested. Define “Go-Live” gates and drive them to completion. 2) Be the day-to-day face of GLP (client side) Primary contact in Slack and email; first-response SLA is 5 minutes in business hours (triage/acknowledge, then route). Protect pod leader time: prep them for client conversations; only bring them into meetings that truly need them. Run structured client syncs (weekly/bi-weekly): agenda, live notes, decisions, and Asana tasks created on the call . Proactively surface wins, risks, blockers; drive resolution and close the loop. 3) Lead team success & internal alignment Run structured internal syncs : ensure pod leaders, strategists, and specialists are aligned on client goals, blockers, and priorities. Facilitate cross-functional collaboration between SEO, content, CRO, and dev so deliverables stay on track. Lead by example in client and internal meetings, driving clear agendas, decisions, owners, and next steps. Maintain visibility into team bandwidth , highlight risks, and escalate resourcing needs proactively. Coach and support junior team members in client comms, task hygiene, and process consistency. 4) Drive reporting, visibility, and outcomes Own monthly Work Completion emails: ensure consistency, accuracy, and delivery by the 1st of the month . Maintain shared dashboards: traffic, rankings, pipeline health, deliverable status, leads and UTM performance. Launch and manage CSAT/NPS ; analyze feedback and lead follow-ups. Track renewals, term dates, and expansion opportunities; prep materials for QBRs. Ensure tasks are correctly routed and dated in Asana; chase dependencies before they turn into delays. Apply the CRO/UI checklist to new/updated pages (above-the-fold, CTAs, forms, trust, page speed basics). Keep client wikis/current state organized (accesses, goals, tech stack, meeting notes, decisions). Tools you’ll live in Asana, Slack, Google Workspace, Fathom (meeting recordings), GoHighLevel (CRM), WordPress/CMS basics, Google Search Console, GA4, Typeform, Surfer SEO (read-only comfort), UTM builders, Loom, and (nice to have) Zapier. What success looks like (your KPIs) Responsiveness: ≥95% of client Slack messages acknowledged within 5 minutes (biz hours). Punctuality: 100% of Work Completions sent by the 1st ; zero “surprise” late reports. Consistency: Every active client receives 1–2 content posts/week (new or update) sustained monthly. Quality: ≤3% post-QA defects reported by clients; CRO checklist applied to 100% of new service pages. Task Hygiene: ≥95% accuracy in task routing/assignee/dates; overdue tasks ↓ 50% within first 60 days on the account. Client Health: CSAT ≥ 4.5/5 and improving; logo/churn rate beats target; expansions identified and teed up. What you’ve done 3–5+ years in Customer Success / Account Management at a marketing/SEO agency . Proven record running structured onboarding and recurring executive-level check-ins. Strong project management: you can run a board, unblock work, and keep multiple accounts moving. Excellent written and verbal English; you write crisp summaries and calm, confident updates. Comfort reading SEO/CRO signals (GSC, GA4, rank and content reports) and translating them into client language. CMS & web literacy (WordPress basics, forms/pixels, UTMs). Bonus: light HTML/CSS: legal/healthcare vertical experience. How you work Proactive, owner’s mindset: you close loops without hand-holding. Systems-driven: you love a good template and leave a breadcrumb trail. High empathy + high standards: you can push back thoughtfully and keep promises. Calm in live client situations; great at expectation setting. 30/60/90 plan Day 30: Own 3–5 accounts’ comms; run their weekly calls; deliver first on-time Work Completions; publish account wikis. Day 60: All accounts on your roster meet response and reporting SLAs; CSAT/NPS baseline captured; overdue tasks cut by 50%. Day 90: You’re the single-threaded owner for a full book; QBR cadence running; expansions/renewals roadmap in play. Comp: Competitive base + variable tied to retention, CSAT/NPS, on-time reporting (OTE range TBD based on location/experience). Benefits: Company holidays, PTO, remote-first, growth path into Senior CSM / CS Lead. Schedule: Remote with reliable overlap to Eastern Time. How to apply Send your resume and a short note to View email address on click.appcast.io with: A Loom intro telling us about two examples of onboarding you led (what you did, timeline, outcome). A monthly client update you wrote (redact names). A 3-bullet plan to improve client response SLAs at an agency. We move fast—excited to meet you! #J-18808-Ljbffr GLP Marketing