Customer Success Manager

About Our Client:

The Company is a blend of Digital plus Analytics, ocused on maximizing your Marketing ROI. 

Job Description:

Customer Success Manager (CSM)

We are seeking a highly experienced and proactive Customer Success Manager (CSM) to join our dynamic team. The ideal candidate will act as the strategic bridge between clients and internal teams, ensuring seamless operations, advanced communication, and complete alignment on digital marketing project requirements. This role demands exceptional leadership, coordination, communication, and organizational skills to foster strong long-term client partnerships and deliver premium, data-driven results.

Responsibilities:

• Build and maintain robust, long-term relationships with high-value and enterprise clients to ensure exceptional satisfaction, retention, and strategic alignment.
• Act as the primary point of contact for managing senior-level client communications, addressing complex queries, providing proactive updates, and delivering effective solutions to advanced inquiries or issues.
• Manage end-to-end digital marketing projectsincluding paid ads, funnels, SEO, content cycles, CRM workflows, reporting, and performance metricsto ensure alignment with client objectives and KPIs.
• Coordinate cross-functional teams across digital marketing, creative, technical, and analytics units to meet project deadlines and quality standards.
• Proactively follow up with clients and internal teams on deliverables, pending tasks, and performance metrics to ensure progress and smooth execution.
• Communicate clear and timely updates on timelines, requirements, marketing insights, and strategic recommendations to clients and internal stakeholders.
• Lead client meetings, strategy calls, QBRs, and escalations, providing comprehensive performance reporting, funnel analysis, campaign insights, and data-backed decisions.
• Develop, refine, and document advanced departmental processes to streamline operations and elevate service delivery across premium accounts.
• Create high-level training resourcesincluding Loom videos, SOPs, flowcharts, and structured documentationto standardize best practices across the Customer Success department.
• Train and mentor new hires and mid-level team members on digital marketing processes, customer success frameworks, CRM usage, and enterprise-level service standards.

Required Qualifications:

• Bachelors degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in senior customer success roles with U.S.-based clients, specializing in VIP, enterprise, or high-value accounts.
• Required Skills:
• Strong organizational and leadership skills with the ability to manage multiple high-value accounts, complex digital marketing workflows, and cross-functional teams simultaneously.
• Deep familiarity with CRM systems, digital marketing tools, funnels, paid media workflows, analytics dashboards, attribution reporting, SEO frameworks, and campaign optimization concepts.
• Comfortable working in a fast-paced environment, handling complex client requirements, shifting marketing priorities, and making data-driven decisions.
• Ability to work independently and collaboratively across multiple departments.
• Flexibility to work according to Eastern USA time.

Non-Negotiables

• 8+ years of experience in Customer Success, including at least 5 years handling U.S.-based VIP/enterprise-level clients.
• Strong knowledge of digital marketing, funnels, KPIs, campaign reporting, CRM management, and performance-driven communication.
• Exceptional communication with a clear American accent and interpersonal skills, with the ability to build trust, guide client strategy, and manage senior stakeholders.
• Strong problem-solving & analytical skills with a proactive, strategic, and data-oriented mindset.

Working Hours:

06:00 PM 03:00 AM Pakistan Standard Time [Mon Fri]

Time is subject to change to accommodate daylight savings in USA time.

Other Benefits

• Paid Time Off.
• Competitive Salary
• Performance-based bonuses
• Health Insurance
• Equal Employment Opportunities



About HR Ways:

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983azto stay updated or visit www.hrways.co to know more.