Customer Success Manager

Welcome to High Level Marketing (HLM), where we're not your average Digital Marketing Agency. We're a dynamic force that loves shaking things up! With our infectious energy and culture, we create amazing experiences for clients while honing our skills. Home services and aesthetic health care are our specialties, but we have an interesting diverse group of clients that we are masters at crafting custom packages to meet their needs and goals. As a team member, you're just as important as our clients. We hire the best to deliver our best! Whether you're a marketing maestro, creative genius, or data-driven wizard, if you're seeking a company that values your skills, offers a fun and inclusive culture, and lets you spread your wings while working remotely, keep reading and apply!🚀🌟🎉

Scope of Position: 

The Customer Success Manager (CSM) is responsible for creating and cultivating strong relationships with the company’s existing customers. In this role the CSM is expected to provide support, insights, and recommendations to a selection of the company’s monthly recurring digital marketing customers. To fulfill the role, a CSM is expected to complete routine daily tasks including entering customer requests for the Digital and Website Delivery teams into Teamwork, troubleshooting data/reporting discrepancies, preparing Ongoing Discovery decks, and conducting customer calls/meetings. In addition, the CSM will complete all prerequisite training and certifications for the Senior Customer Success Manager role.

Essential Duties/Responsibilities: 

• Communicates with customers and internal team members via video conference, telephone, email, chat, text, etc. to understand and execute customer specific tasks and requests.
• Enters projects/tasks for the Digital and Website Delivery teams in the company’s project management system (Teamwork) to ensure customer requests and campaign updates are completed within each customer’s Service Level Agreement (SLA).
• Troubleshoots discrepancies related to customer data and reporting, including coordinating maintenance and repairs to customer facing dashboards and other reporting tools. 
• Prepares Ongoing Discovery decks for upcoming customer campaign insight meetings. This includes accessing, downloading, and/or importing relevant campaign data, analyzing campaign data, and preparing observations, talking points, graphs, charts, and any other deliverable necessary to effectively communicate the status of customer campaigns.
• Completes all required Google digital marketing certifications and other prerequisite training and certification for Senior Customer Success Manager role.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent attention to detail.
• Proficient with Google and/or Microsoft Office Suite, especially Google Sheets and/or Microsoft Excel.
• Experience with data analysis.
• Experience with project management.
• Ability to prioritize tasks and manage time effectively.
• Ability to work independently, self-start, and self-educate.
• Ability to act with integrity, professionalism, and confidence.

Education/Experience:

• Associates (A.S/A.A) or Bachelors Degree (B.S./B.A.), or equivalent; two to four years of account management or customer facing experience; or a combination of experience and education, required.
• Digital Marketing experience, highly desired.

Benefits & Perks:

• Salary starting at $60,000 + plus bonus
• Extensive opportunities for growth and development.
• Health and Wellness: Medical, Dental, Vision, plus additional medical benefits
• Retirement: Employer-sponsored 401(k) and Roth!
• Paid Time Off: Flexible Vacation policy after 1 year of employment & sick time
• Work-Life Balance: Remote first company, Focus Fridays, Summer Fridays
• Parental Leave: Paid Maternity/Paternity leave for the birth, adoption or fostering of a child.
• Exceptional Remote Culture. Our Culture Committee helps keep things fun and interesting!
• And so much more, you just need to apply to find out!