Senior 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!🚀🌟🎉

High Level Marketing is looking for a Senior Customer Success Manager to join the team to drive and build customer loyalty with a book of clients by creating exceptional experiences; focused on expanding customer accounts, increasing customer retention, driving customer satisfaction, and growing your book of business to achieve revenue and MRR goals.  

Scope of Position:
As the Senior Customer Success Manager, you will be responsible for developing and maintaining long-term relationships with a portfolio of HLM’s clients, connecting regularly with key business executives and stakeholders. As the primary point of contact for your clients, you will work closely with Digital Consultants, Project Managers, and Production team members to ensure the timely and successful delivery of our solutions. You will be responsible for anticipating the clients’ needs and proactively recommending strategies in order to meet the client’s desired outcomes. This position requires a detailed working knowledge of digital advertising and the motivation to push the future of online marketing for the small to medium business community. 

Essential Duties/Responsibilities:

• Own and build strong relationships with your clients as a trusted business partner
• Drive digital marketing strategies and campaigns for your clients that achieve measurable results
• Ensure the timely and successful delivery of our solutions according to the client's desired outcomes
• Track and report on key marketing metrics
• Proactively communicate internally and externally
• Identify and grow opportunities in pursuit of a monthly upsell revenue goal
• Assist with high-priority requests or issue escalations as needed

Education and Experience:

• Bachelor's Degree (B.S./B.A.) Business, Marketing, or Management, or related field.
• Three to five years of experience in a customer service role,  required.
• Having supported clients for SEM, SEO, email marketing, website creation or social network products, required. 

Required Abilities and Skills:

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a home service organization.
• Proven knowledge of and experience working within the home services industry 
• Knowledge of all Digital Marketing channels including SEO, SEM, Facebook, Instagram, Display, email marketing and web design
• Ability to deliver client-focused solutions based on customer needs
• Strong interpersonal skills and the ability to problem solve with customers and internal stakeholders
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills
• Great attitude, and remarkable ability to build rapport in the initial conversation and throughout client lifecycle
• High competency to move between software platforms to complete tasks
• Proven knowledge of digital marketing solutions
• Ability to analyze and report on marketing data 
• Ability to work in a fast paced environment
  
  

Preferred Qualifications:

• 3-5 years of experience in Digital Marketing, Customer Success, Account Management or a related field, agency or sales experience a plus
• 3-5 years of experience working within the home service industry 
• Experience collaborating with sales teams to advance opportunities
• Experience in project management software systems 
• Experience with home service CRM tools and scheduling platforms.
• Experience with GA4 

Benefits & Perks:

• Salary starting at $70,000 + 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!

Disclaimer: High Level Marketing is an equal employment opportunity employer committed to hiring and retaining a diverse workforce.  Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status. If you need accommodation for any part of the employment process because of a medical condition or disability, please call (205) 721-8660 to speak with human resources.

Acceptable Background and References Required. Equal Opportunity/ Affirmative Action Employer/ DFWP