Prioritize clients based on risk and potential
Organize and maintain active action plans for each client
Manage a portfolio with a focus on results and churn
Interpret CPL (Cost per Lead), Cost per Appointment and commercial conversion
Interpret Meta Ads and Google Ads reports
Identify bottlenecks in Marketing, Customer Service, and Sales
Conduct monthly performance meetings with clients
Translate data into clear, actionable recommendations
Align strategy with client expectations
Coordinate internal projects involving traffic (ad operations), copywriting, and sales
Ensure alignment across teams and adherence to deadlines
Record and track deliverables and owners in a management tool
Act proactively to prevent churn
Create and execute retention plans for at-risk clients
Closely monitor critical clients with frequent checkpoints
Identify genuine upsell and cross-sell opportunities
Deliver growth presentations
Work to increase the average ticket value of the portfolio

Empathy and active listening
Ability to understand performance reports and identify improvement opportunities
Knowledge of and ability to interpret digital marketing metrics: CPL (Cost per Lead), CPA, ROAS, CTR, Conversion Rate, and Cost per Appointment
Ability to turn digital marketing data into concrete action plans
Client portfolio management with a risk and potential mindset
Understanding of the conversion funnel: from click to appointment
Proficiency with CRM tools for account recording and tracking
Conducting consultative meetings and performance presentations
Executing upsell, cross-sell and renewal actions
Planning and monitoring action plans per client
Organizing and prioritizing simultaneous demands across multiple accounts
Ability to coordinate deliveries across internal teams: traffic, copywriting, and sales
Familiarity with business KPIs: ROI, LTV, NPS and Churn
Use of task management tools
Consistent, professional and courteous approach
Clear, consultative communication tailored to the client's profile
Proactive in identifying and resolving problems
Strong sense of responsibility for deliverables and deadlines
Organizational skills to manage multiple accounts simultaneously
Prioritization based on risk and financial impact
Ability to lead meetings and generate clear next steps
Tracking schedules, owners, and success criteria

Customer Success Analyst, Mid-level

Key skills