Customer Success Manager

We are seeking a driven and talented Client Success Manager to join our dynamic company. If you have experience in client success and retaining revenue under your management, please consider applying! You will want to know clients like the back of your hand. You will be the main point of contact for clients and will be accountable for the retention of clients.

You’ll be responsible for communicating with the client regarding marketing performance, timelines and due dates of workflow, and making sure they get what they need.

You will be reporting to the Head of Client Success. As our CSM, You will be required to have meetings with clients, call them often, follow up with them, and make sure we they understand the value, where they are at, where they are going and what can be done for improvement. You will bring up concerns the client has to the SEO team, PPC team, project manager, and when needed the CEO.

• 3-5 years of experience in a client success manager or similar role, preferably in the digital marketing or SEO industry.
• Solid understanding of SEO, digital marketing strategies, and online advertising.
• Excellent English verbal and written communication skills; ability to convey complex concepts clearly.
• Proven track record of meeting or exceeding client satisfaction targets; strong relationship-building skills.
• Proficient in using CRM software, Hub Spot preferred but not required.
• Strong analytical and decision-making skills; ability to identify client needs and provide effective solutions.
• Self-motivated with a results-oriented mindset; ability to work independently and as part of a team.

Outcomes are tangible and measurable items that are core to your role and cultivate the value that we pay for you to create. These are core outcomes that allows you to know if you are winning in your role.

• Clients consistently renew contracts, reduced churn, and early identification of at-risk accounts, long-term partnerships with clients that grow and strengthen over time.
• Clients feel confident, supported, and valued in every interaction.
• Communication is clear, timely, and professional.
• Meetings are organized, intentional, and focused on value.
• Clients trust our recommendations and view us as an extension of their team.
• Even in challenging situations, we show up calm, solution-oriented, and in control.
• The overall experience feels seamless, proactive, and high-quality.

• Overall Book of Business increases year over year through a combination of retention, strategic upsells, and client expansion
• High client retention rates, with long-term partnerships across the portfolio
• Growth is driven by the right clients, at the right time, not forced across all accounts
• CSMs are effectively prioritizing and investing time in accounts with the highest growth potential
• The team is viewed as a strategic partner, contributing to both client success and company growth

These are the capabilities that we believe you need to excel at in order to succeed in this role and achieve the valuable outcomes we need you to create in the role.

• Ability to identify the core needs or desires of a client. This requires listening, asking questions, aligning with the client, making a clear action plan, and then executing.
• Leverage clear communication with the client to define clear action items and outcomes and then set clear expectations of the Rotate Digital process.
• Put your stamp of approval on all work for a client. This is your reputation on the line, so all work done for our clients should reflect that. Double checking work is commonplace.
• Analytically identify wins for…