Customer Success

Key Responsibilities

Client Communication & Relationship Management

• Act as the primary contact for client accounts via Slack, Email, and Google Meet.
• Lead onboarding sessions, pre-launch meetings, and periodic client check-ins (15-day, 30-day, etc.).
• Communicate campaign performance updates, findings, and next steps clearly and proactively.
• Ensure clients feel supported and informed at every stage of engagement.
• Proactively manage client relationships by identifying potential concerns, opportunities, and action items before they become issues.
• Investigate client concerns and performance challenges to identify root causes and collaborate on effective solutions.
• Continuously learn about clients' businesses, industries, and goals to provide more strategic support and recommendations.
• Maintain a professional, work-related social media presence and engage appropriately as part of the company's relationship-building and networking efforts.

Performance Insights & Reporting

• Review dashboards and reports prepared by the analytics team to extract key trends and insights.
• Deliver findings in a clear, client-friendly way — turning performance data into actionable recommendations.
• Identify patterns in campaign performance, lead quality, and conversion rates.
• Suggest optimizations based on client goals and data trends.

Organization & Follow-Ups

• Track and manage client action items and deliverables across a portfolio of approximately 50 clients.
• Ensure all follow-ups — including report delivery, campaign adjustments, and disposition data — are handled promptly.
• Maintain up-to-date communication records in internal systems and CRM platforms, with preference for candidates experienced in HubSpot Service Hub.

Qualifications — Experience

• 1+ year of experience in Client Success, Account Management, or Marketing Operations.
• Experience in sales, marketing, or performance marketing is a strong plus.
• Familiarity with marketing KPIs such as Cost Per Sale, Contact Rate, and Conversion Rate (training provided).
• Familiarity with CRM systems, particularly HubSpot Service Hub, is strongly preferred.
• Comfortable working with Excel or Google Sheets for light analysis and data verification.
• Reliable high-speed internet connection and a professional remote work setup.

Qualifications — Skills

• Consultative mindset — you don't just report data, you help clients make sense of it.
• Proactive communicator who anticipates client needs and follows up consistently.
• Analytical and detail-oriented with strong root-cause problem-solving skills; able to dig beneath surface-level issues and identify underlying drivers of client challenges.
• Personable and client-focused — able to build trust quickly and maintain strong professional relationships.
• Highly organized multitasker capable of managing a large client portfolio in a fast-paced environment.
• Naturally curious and growth-minded, with a genuine interest in continuous learning and understanding client businesses.
• Comfortable maintaining a professional presence on LinkedIn and leveraging social media as a relationship-building tool.

What Success Looks Like

• Clients receive timely, accurate communication and performance updates on a consistent basis.
• Account health improves through proactive insights and data-backed recommendations.
• Reports are delivered with clarity and context, helping clients make informed decisions.
• Retention and satisfaction metrics improve due to consistent, value-driven communication.
• Client challenges are addressed proactively through thoughtful analysis and root-cause problem solving rather than reactive issue management.
• Strong client relationships are built both through direct communication and professional industry engagement.