Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team.
Support CSMs in client SEO strategy and implementation, including spot-checking, auditing, and revising strategies as necessary.
Collaborate with CSMs to develop upsell strategies aligned with quarterly revenue targets.
Address and coach on client escalations to ensure satisfaction and retention.
Conduct monthly churn post-mortem reviews to identify patterns and develop win-back strategies.
Review HubSpot activity and address irregularities weekly.
Conduct performance reviews and provide ongoing coaching and mentorship.
Lead CSM hiring, with a strong focus on bringing in SEO-literate talent.
Implement and lead training sessions and development programs, including SEO best practices.
Audit Slack and email communications for clarity and accuracy.
Monitor and ensure completion of CSM daily responsibilities.
Oversee and troubleshoot invoicing and billing procedures.
Ensure the CSM team is well-versed in Search Atlas tools and SEO best practices.
Stay ahead of algorithm updates, industry trends, and emerging SEO tools to keep clients and the team competitive.
Collaborate with the sales team to improve the sales-to-CSM handoff process.

3+ years of hands-on SEO experience at the agency or enterprise level — this is a hard requirement
You should be fluent in technical SEO, on-page optimization, link building, and content strategy.
2+ years of leadership experience in customer success or a similar client-facing role.
Proven ability to build, coach, and develop high-performing teams.
Experience managing client accounts and executing data-driven client strategies.
Excellent communication, strategic thinking, and problem-solving skills.
Proficiency with HubSpot, billing systems, and customer success tools.
Ability to work cross-functionally with sales and other teams.
Familiarity with Search Atlas or similar SEO platforms.
Experience working with enterprise-level or Fortune 500 clients.
Background in a SaaS or high-growth tech environment.

SEO Customer Success Team Lead

Key skills