Client Success Manager

 Company Overview:
- Our client is a US-based company that builds and manages complete marketing systems for small and mid-sized service businesses.
- Their services include CRM, websites, SEO, and marketing automation, delivered through a flat monthly fee.

Role Overview:
- We are looking for an experienced Client Success Manager to take ownership of client relationships and day-to-day delivery.
- You will be the primary point of contact for US clients, lead client calls, manage roadmaps and priorities, coordinate with the delivery team, and make sure projects are completed according to agreed timelines.
- The ideal candidate is confident communicating with US business owners, highly organized, proactive, and comfortable managing client accounts independently.

Key Responsibilities:
- Serve as the main point of contact for active clients through email, calls, and chat.
- Maintain regular communication and provide meaningful client updates.
- Lead monthly roadmap and decision calls.
- Conduct training, demos, walkthroughs, and execution calls.
- Prepare meeting agendas and document meeting minutes.
- Manage client roadmaps, requests, priorities, and project scope.
- Work with the delivery team to scope and estimate new requests.
- Translate client requirements into clear tasks and deliverables.
- Set deadlines and follow up to ensure work is completed on time.
- Identify potential delays and proactively address delivery issues.
- Review completed work against the client's requirements before delivery.
- Communicate project issues clearly, including their business impact.
- Maintain strong client relationships and support client satisfaction and retention.
- Escalate owner-level issues to the CEO when needed.

Requirements:
- 4–6 years of experience in Client Success, Account Management, Customer Success, Service Delivery, or a similar client-facing role.
- At least 1–1.5 years of experience working with international/offshore clients from the US, UK, or APAC.
- Excellent spoken and written English (C1–C2 level).
- Comfortable leading live calls with US business owners.
- Strong client relationship management skills.
- Proven ability to take ownership of client accounts rather than simply relay messages.
- Strong follow-up and project management skills.
- Able to manage deadlines and move projects forward without constant supervision.
- Excellent written communication and documentation skills.
- Experience with ClickUp or similar project management tools.
- Comfortable discussing CRM, marketing automation, websites, and SEO at a functional level.
- Able to work independently using written documentation and recorded materials.
- Reliable remote work setup, including a primary internet connection of at least 15 Mbps, a backup internet connection of at least 10 Mbps, power backup, and a quiet environment suitable for client calls.

Preferred Qualifications:
- Experience with GoHighLevel or similar CRM/marketing automation platforms.
- Experience managing multiple US or international client accounts.
- Experience in an agency, SaaS, BPO, or professional services environment.
- Comfortable using AI tools in day-to-day work.

Tools:
- ClickUp.
- Google Workspace.
- Slack.
- Video conferencing platforms.
- GoHighLevel.
- SEO and marketing tools.