2 months ago
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.
Benefits
💵 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
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