Customer Success - Project Manager

This is an account-ownership and delivery role — not a SaaS renewals or support function. You will own a portfolio of client engagements end-to-end: running projects day-to-day, managing budgets, coordinating internal team members and vendors, and driving the outcomes clients hired us for. This role reports directly to the Managing Director.

Reputation X is a American online reputation management and Wikipedia editing agency. We help executives, brands, and organizations shape how they appear online — from search results and Wikipedia to wider digital presence. We combine deep subject-matter expertise with proprietary software and AI-assisted workflows to deliver measurable results for our clients.

As we grow, we are looking for a Customer Success Manager to own client relationships end-to-end: keeping projects on track, clients informed, budgets healthy, and our internal and external teams aligned.

We work with well-known individuals and companies across the entire spectrum — including (occasionally) clients our own team members may personally disagree with. We work the campaign, not the cause. We take pride in serving each client's interests professionally and without judgment. That said, we do draw lines. We decline certain classes of client — for example, those who have committed acts of aggression against women or children.

But we do not turn clients away over politics or because we don't share their views. If you cannot work comfortably and professionally with clients from any point on the ideological spectrum, this is not the right role for you.

• Serve as the main point of contact for an assigned portfolio of clients, building trusted, long-term relationships.
• Lead client communications — kickoff calls, status updates, strategy reviews, and reporting — primarily over Zoom.
• Translate client goals into clear project plans and set realistic expectations on timelines and deliverables.
• Drive retention, satisfaction, and renewals by proactively surfacing wins and addressing concerns before they escalated.

• Own the planning, execution, and delivery of multiple concurrent client projects, keeping each on scope and on schedule.
• Use Basecamp to organize tasks, track progress, and keep all stakeholders aligned.
• Maintain accurate documentation, timelines, and reporting in Google Sheets and Docs.

• Manage project budgets, track spend against scope, and flag risks to profitability early.
• Partner with leadership on scoping, pricing inputs, and resource allocation for each engagement.

• Coordinate the work of a small internal team, assigning tasks and ensuring deliverables meet quality standards.
• Manage external vendors and contractors — briefing them, reviewing output, and holding them to deadlines and budgets.

• Help streamline the delivery side of operations — identify efficiencies and remove friction from how work gets done.
• Improve and evolve standard operating procedures (SOPs) so delivery is faster, more consistent, and more profitable.
• Apply technology and AI to improve client outcomes, reduce manual effort, and keep project costs down.

• Work daily in our proprietary software and AI-assisted tools to plan, execute, and measure reputation campaigns.
• Use tools such as Ahrefs and other SEO/analytics platforms to inform strategy and report on results.

• 3–5 years in customer success, account management, or project management in a client-facing role, with a proven track record managing multiple client relationships and projects at once.
• Hands‑on experience managing…