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.

• 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).

Asana, Slack, Google Workspace, Fathom (meeting recordings), Go High Level  (CRM), Word Press/CMS basics, Google Search Console, GA4, Typeform, Surfer SEO (read-only comfort), UTM builders, Loom, and (nice to have) Zapier.

• 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.

• 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…