Customer Success Manager

Customer Success Manager At Trivium, we help brands scale and grow on Amazon through data-driven strategies, expert PPC management, and cutting-edge digital marketing solutions. Built by a team of industry experts, we are dedicated to delivering real, measurable results for our clients. Join our award-winning team! Ranked #170 on the Inc. 5000 list and a Clutch Award-winning agency Now, we’re looking for a Client Success Manager to be the go-to person for client relationships, on-boarding, and retention. You’ll play a critical role in ensuring client satisfaction, problem-solving, and identifying growth opportunities to help brands succeed. 🎯 What You’ll Do 🤝 Client On-boarding & Relationship Management ✅ Be the primary point of contact for new clients, leading on-boarding and expectation-setting calls. ✅ Ensure a smooth on-boarding process, guiding clients through Slack and ClickUp. ✅ Attend regular client strategy calls, discussing performance, KPIs, and areas for growth. ✅ Maintain quick, clear, and proactive communication across Slack and email. ✅ Serve as a trusted advisor—clients should see you as a partner in their success. 📊 Project & Performance Management 📌 Oversee SEO and creative projects, ensuring on-time delivery and high-quality execution. 📌 Track key performance indicators (KPIs) like turnaround times and project success rates. 📌 Work closely with PPC strategists, brand managers, and creatives to keep projects moving. 📌 Identify growth opportunities for clients, ensuring they get the most out of our services. 🚨 Client Retention & Issue Resolution ⚡ Proactively address concerns before they escalate—your goal is to reduce churn and improve satisfaction. ⚡ Lead 1:1 client retention meetings, offering strategic adjustments or discounts when necessary. ⚡ Manage the offboarding process for churning clients while developing win-back strategies. ⚡ Gather feedback from high-profile clients to continuously improve our services. 💰 Upselling & Business Growth 📈 Identify and pitch additional services (reviews, creatives, full management, etc.). 📈 Clearly explain the benefits of our services and match clients with the right solutions. 📈 Work with internal teams to expand our client relationships strategically. 🏆 Leadership & Internal Strategy 🔹 Report on client retention, revenue impact, and service performance in leadership meetings. 🔹 Join daily leadership huddles, sharing insights on challenges and team capacity. 🔹 Help strategists and sales teams by joining calls, providing PPC insights, and assisting with audits. 🔍 What We’re Looking For ✔️ English Fluency – Strong written and verbal communication skills. ✔️ Proven Client-Facing Experience – Background as a Client Success Manager, Account Director, or similar. ✔️ PPC, Amazon Strategy, or Digital Marketing Knowledge – Experience in e-commerce is a plus! ✔️ Strong Problem-Solving Skills – You know how to keep clients engaged and happy. ✔️ Ability to Identify Growth Opportunities – Comfortable with upselling and service expansion. ✔️ Project Management & Cross-Team Collaboration – Experience working with diverse teams. ✨ Why You’ll Love Working with Us 💵 Monthly Salary – $3k - $5k USD 🌍 100% Remote – Core Working Hours 9am - 2pm EST (+3hours per day flexi) 🎉 36 Paid Time Off Days – More time for life outside of work 🚀 Career Growth Opportunities – Be part of an innovative and scaling company 🔑 Autonomy & Ownership – You’ll have real impact on projects and strategies This is a full-time, remote position (40 hours per week) with an immediate start date. We work with clients worldwide, so flexibility in scheduling is a plus. You’ll need a quiet workspace, strong internet, and a webcam for client calls. 💵 Monthly Salary – $3k - $5k USD 🌍 100% Remote – Core Working Hours 9am - 2pm EST (+3hours per day flexi) 🎉 36 Paid Time Off Days – More time for life outside of work 🚀 Career Growth Opportunities – Be part of an innovative and scaling company 🔑 Autonomy & Ownership – You’ll have real impact on projects and strategies