Key skills
Customer Success ManagementAccount ManagementPerformance Metrics AnalysisWorkshop FacilitationProject Management ToolsProactive EngagementB2B Marketing ExperienceCommunicationOrganizational SkillsProject ManagementCustomer Success
About this role
GHA Marketing is a fast-growing B2B podcast production and marketing agency. They are seeking a Customer Success Manager to manage and grow relationships across 20-30 client accounts, ensuring client outcomes and overall program success through strategic ownership and proactive engagement.
Responsibilities:
- Lead structured onboarding calls for new clients
- Set expectations clearly and align on goals, timelines, and KPIs
- Ensure all required assets and information are collected efficiently
- Transition clients smoothly into production
- Serve as primary point of contact
- Coordinate with delivery teams on client status, ensuring the clients work is completed in a timely manner
- Maintain organised tracking of deliverables and performance metrics
- Proactively identify risks before they become problems
- Drive retention and client satisfaction
- Facilitate client workshops to refine positioning, messaging, CTAs, and funnel strategy
- Help clients align podcast content with lead generation objectives
- Ensure clients understand how to maximize their programme
- Lead structured monthly check-ins
- Review download performance, engagement metrics, content output, and funnel results
- Identify areas for optimization
- Hold clients accountable to agreed strategies
- Monitor client health scores
- Identify upsell opportunities where appropriate
- Reduce churn through proactive engagement
Requirements:
- 3+ years in Customer Success, Account Management, or Client Strategy roles
- Experience managing 15+ accounts simultaneously
- Comfortable leading structured workshops and strategy sessions
- Strong analytical ability — able to interpret performance metrics
- Highly organized and process-driven
- Confident communicator who can challenge clients when needed
- US-based
- Fully remote
- Strong internet connection and professional video presence
- Comfortable working in a fast-paced, performance-driven environment
- Experience using project management tools (Notion, ClickUp, Asana, etc.)
- Experience in marketing, podcasting, content, or B2B services is a strong plus