Senior Client Success Manager; Strategist Track

The Senior Client Success Manager is a high-impact, growth-path role within the Client Success Department at Local SEO Help. This person will be hired at a senior level and is expected to develop into the SEO Strategist (Pod Lead) position within the pod model over a defined transition period.

This role is designed in two phases. During Phase 1, the hire will build deep knowledge of our clients, brands, and franchise relationships by owning the client success experience across a portfolio of accounts. During Phase 2, they will transition into full Strategist ownership, leading all client performance calls, setting campaign direction, and serving as the strategic lead of a pod.

This is not a junior account management position. We are looking for someone with strong analytical thinking, communication confidence, and the structured discipline to lead franchise client relationships at scale.

The first phase focuses on learning our clients, brands, and service model while owning the client success experience across a growing portfolio of accounts.

• Serve as a primary point of contact for clients between monthly performance calls, building rapport and trust through responsive, proactive communication.
• Respond to all client emails and requests within the same business day.
• Anticipate client needs and proactively surface updates, wins, and recommendations rather than waiting to be asked.
• Maintain a thorough understanding of each client's business goals, franchise structure, and key priorities.

• Prepare slide decks, reports, and dashboards ahead of each scheduled client call.
• Compile and deliver a pre-call context package to the current Strategist or Brand Director, including account updates, status of prior action items, recent client communications, and any flags the Strategist should know going into the meeting.
• Review performance data to identify key trends, wins, and areas of concern, framing each as 3 positives and 2 opportunities to guide the call narrative.
• Meet with the Strategist or Brand Director prior to complex or transitioning calls to align on talking points and priorities.

• Create all post-call action item tasks in Click Up with clear descriptions, assigned owners, due dates, and relevant links.
• Submit tasks for QA review before routing to fulfillment.
• Track task completion and follow up on progress between meetings to ensure nothing stalls.
• Send follow-up communications to keep clients informed and internal teams aligned on deliverables.

• Maintain the permanent Client Record in Click Up for each account, keeping all fields current: subscription type, health score, risk flags, top priorities, blockers, last touchpoint, and follow-up dates.
• Manage the Monthly Cycle Task for each Full SEO client, tracking deck status, checklist progress, and linking to the corresponding Client Record.
• Update Client Records after every call to ensure the master tracker reflects current account status.
• Conduct weekly reviews of upcoming calls, verify cycle tasks exist, check for gaps, and update health scores and risk flags.

• Shadow and co-lead client performance calls, progressively taking on more of the call narrative and discussion leadership.
• Develop the ability to interpret performance data and frame it strategically for client conversations, not just report on numbers.
• Practice delivering post-call summary emails with clear recaps, next steps, and forward-looking context.
• Participate in weekly Client Success Team check-ins to review client feedback, share learnings, and contribute to process improvements.

Once transition criteria are met, the hire moves into full Strategist ownership. This is the target role, and Phase 1 is the structured path to get there.

• Lead all monthly and quarterly client performance review calls.
• Prepare a clear call narrative, priorities, and recommendations for each meeting.
• Walk clients through performance updates, address questions and concerns, and confirm action items live on the call.
• Send the first post-call summary email to clients, recapping key discussion points and next steps.

• Set and adjust strategic direction for each client account based on performance data and franchise goals.
• Prioritize campaign…