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Customer Success Manager

2 months, 1 week ago
United States, Canada
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Asana Digital Marketing Facebook Ads SEO
Apply Now
Trivium Group

Trivium Group

Trivium Group is a full-service Amazon Agency and growth partner that specializes in Amazon PPC, Listings Optimizations, Amazon DSP, and more. With a profit-first approach, their mission is to position products strategically for maximum sales on Amazon...

Media
11-50
Founded 2021
View All Jobs 15

Description

  • Own the client relationship from the moment a client signs through onboarding, ongoing check-ins, retention, and escalation management.
  • Serve as the main point of contact for clients and keep them updated on progress, expectations, and next steps.
  • Monitor client health and identify early warning signs before issues become retention risks.
  • Coordinate with marketing and fulfillment teams to ensure delivery matches what was promised to clients.
  • Track performance metrics, communicate results clearly, and tie reporting back to client goals.
  • Explain data and outcomes to clients in clear, non-technical language.
  • Create documentation and write SOPs to support a growing customer success function.
  • Help build processes where none exist and contribute to team infrastructure.
  • Mentor and support future CSM hires as the team expands.

Requirements

  • 3+ years of experience in a CSM, account management, or client success role, preferably in a marketing agency.
  • Experience managing clients across SEO and/or Facebook Ads with measurable retention outcomes.
  • Ability to handle difficult client conversations without losing the account or professionalism.
  • Experience building or contributing to SOPs, processes, or team infrastructure.
  • Experience working independently in a fully remote environment without needing hand-holding.
  • Strong communication skills and the ability to stay clear and calm under pressure.
  • Familiarity with GoHighLevel, Asana, and Slack.
  • Ability to learn new tools quickly.
  • Bonus: experience managing contractor relationships or working with service-based clients at scale.

Benefits

  • Competitive base salary.
  • Fully remote role with Eastern Time hours.
  • Paid time off.
  • Clear path to leading your own team.
  • Opportunity to help build a company that documents its processes and continues scaling.
  • Interview process includes a Culture Index survey, recruiting screen, operations lead interview, and final founder interview.

Interested in this position?

Apply directly on the company website

Apply Now

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