Customer Success – Project Manager

Reputation X is an American online reputation management and Wikipedia editing agency. They are seeking a Customer Success Project Manager to own client relationships, manage project delivery, and ensure client satisfaction while coordinating internal teams and vendors.

Responsibilities:

• Serve as the main point of contact for an assigned portfolio of clients, building trusted, long-term relationships
• Lead client communications — kickoff calls, status updates, strategy reviews, and reporting — primarily over Zoom
• Translate client goals into clear project plans and set realistic expectations on timelines and deliverables
• Drive retention, satisfaction, and renewals by proactively surfacing wins and addressing concerns before they escalate
• Own the planning, execution, and delivery of multiple concurrent client projects, keeping each on scope and on schedule
• Use Basecamp to organize tasks, track progress, and keep all stakeholders aligned
• Maintain accurate documentation, timelines, and reporting in Google Sheets and Docs
• Manage project budgets, track spend against scope, and flag risks to profitability early
• Partner with leadership on scoping, pricing inputs, and resource allocation for each engagement
• Coordinate the work of a small internal team, assigning tasks and ensuring deliverables meet quality standards
• Manage external vendors and contractors — briefing them, reviewing output, and holding them to deadlines and budgets
• Help streamline the delivery side of operations — identify efficiencies and remove friction from how work gets done
• Improve and evolve standard operating procedures (SOPs) so delivery is faster, more consistent, and more profitable
• Apply technology and AI to improve client outcomes, reduce manual effort, and keep project costs down
• Work daily in our proprietary software and AI-assisted tools to plan, execute, and measure reputation campaigns
• Use tools such as Ahrefs and other SEO/analytics platforms to inform strategy and report on results

Requirements:

• 3–5 years in customer success, account management, or project management in a client-facing role, with a proven track record managing multiple client relationships and projects at once
• Hands-on experience managing project budgets AND coordinating people — internal team members, contractors, or vendors
• Excellent written and verbal communication, and comfort leading client calls on Zoom every day
• Highly organized with strong follow-through and the ability to work independently in a fully remote setting
• Reside in Texas, authorized to work in the U.S., and able to work standard U.S. business hours
• Able to work professionally and without judgment with clients
• Experience in online reputation management, public relations, digital marketing, SEO, or a related agency environment
• Familiarity with Ahrefs or similar SEO/analytics tools
• Exposure to Wikipedia editing standards or content/editorial workflows
• A process-minded operator who naturally documents SOPs and uses technology and AI to do things better and cheaper
• Familiarity with Basecamp and Google Workspace (Sheets, Docs)