Director of Customer Success (SEO/GEO)

Job Description

Director of Customer Success – Marketing Services (SEO, Content & Organic Growth)

Location / Time Zone: US Eastern Time Zone (Remote)

About Pepper

At Pepper, you’ll be part of a team shaping the future of marketing services , where SEO, content, customer success, and technology converge to deliver outcomes that matter.

Role Overview

We are seeking a Director of Customer Success – Marketing Services to lead client growth, delivery excellence, and strategic success outcomes for our enterprise customers across SEO, content, and organic growth channels.

This role is P&L accountable - you’ll own revenue growth, customer satisfaction, retention, upsell, and the operational delivery systems that power a world-class customer experience.

You’ll be a leader and builder —hands-on in delivery, systems design, team development, and a strategic partner to both clients and internal product/engine teams.

This is an opportunity for someone entrepreneurial, operationally excellent, and deeply experienced in organic marketing services to help scale Pepper’s success engine alongside our customers and product roadmap.

What You’ll Own

Customer Success & Growth Outcomes

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• Lead a team responsible for client adoption, retention, and expansion across enterprise portfolios.
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• Set and deliver against US-level customer experience KPIs, including NPS, retention, growth, and portfolio profitability.
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• Build trusted executive relationships with CMOs, Heads of Marketing, and growth leaders.
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• Drive consistent business outcomes tied to SEO, content strategies, organic acquisition, and brand authority.
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P&L & Portfolio Management

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• Own the Profit & Loss responsibility for a portfolio of enterprise accounts.
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• Forecast, plan, and deliver revenue growth, renewals, and upsell motions .
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• Collaborate with sales, strategy, and marketing to develop scalable pricing and service models.
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Delivery Leadership & Systems Building

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• Architect and refine delivery systems, playbooks, and operational frameworks that ensure predictable outcomes and world-class execution.
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• Ensure cross-functional coordination between SEO, content operations, analytics, product, and automation teams.
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• Champion process excellence across onboarding, engagement, delivery, and reporting.
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Domain Expertise & Strategic Consulting

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• Provide senior strategic guidance across SEO, organic growth, content strategy, creative campaigns, and performance measurement.
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• Translate data and analytics into actionable recommendations that demonstrably improve search visibility, traffic, leads, and business impact.
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• Partner with product and engineering to inform feature roadmaps that enhance customer success capabilities.
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Who We’re Looking For

Required Experience

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• 10+ years in a customer success, client leadership, or strategic account role focused on marketing services (SEO, content, digital growth).
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• Proven experience owning P&L, revenue growth, and profitability with enterprise clients.
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• Strong domain expertise across SEO strategy, content marketing, organic audience growth, and performance measurement .
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• History of building or scaling delivery systems, playbooks, or platforms that support service excellence.
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• Comfortable with data-driven decision-making and using insights to drive customer outcomes.
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• Outstanding communication skills and ability to interact with senior client stakeholders.
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Preferred Attributes

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• Experience in a technology-led services environment , blending delivery with product/system innovation.
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• Familiarity with or passion for AI, automation, and tech-enabled growth engines in marketing.
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• Demonstrated ability to operate in ambiguous, high-growth contexts where systems and culture are evolving.
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• Entrepreneurial mindset, ownership mentality, and a bias for action .
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In This Role You Will

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• Be a key architect of how Pepper delivers outcomes, not just services —blending SEO, content, data, and automation to fuel client impact.
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• Help shape Pepper’s go-to-market and customer success roadmap , contributing insights that influence product and platform investment.
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• Lead a team of passionate delivery and success professionals who are client-obsessed and outcomes-focused .
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Why Pepper?

Pepper is building a next generation of marketing services that combines creative talent, AI, automation, and strategic insight. We’re committed to fun, fast learning, and measurable impact for our customers and employees alike. As we grow globally, we want leaders who are builders, thinkers, and doers —ready to scale systems, teams, and business outcomes at enterprise scale.