Customer Success Manager

Rotate Digital is seeking a Customer Success Manager to manage client relationships and retain revenue. The role serves as the primary client contact, communicates marketing performance and timelines, coordinates with internal SEO and PPC teams, and supports client retention, satisfaction, and account growth.

Responsibilities:

• Achieve and Maintain a 95.5% Client Retention Rate
• Provide a 5-Star Client Experience
• Grow CSM Book of Business by 10–15% Year Over Year
• Ability to identify the core needs or desires of a client. This requires listening, asking questions, aligning with the client, making a clear action plan, and then executing
• Leverage clear communication with the client to define clear action items and outcomes and then set clear expectations of the Rotate Digital process
• Put your stamp of approval on all work for a client. This is your reputation on the line, so all work done for our clients should reflect that. Double checking work is commonplace
• Analytically identify wins for clients and present the data to them in an engaging manner
• Communicate the needs of every client internally so we can deliver the best value possible. Speed is crucial when it comes to internal and external communication involving a client
• In the application part of this role, please put the word “Easter Egg” on the question “What is your favorite food?” to show us that you thoroughly read this and can pay attention to details
• Have a deep understanding of the SEO & PPC deliverables we fulfill and the our process. This will allow you to effectively communicate with clients and answer questions they have regarding our process, an SEO or PPC deliverable, or technical question regarding their setup under our management
• Leverage the software we use at RD to achieve success in your role
• Confidently communicate during hard conversations, with angry clients, in difficult situations, and provide solutions that benefit both Rotate Digital and the client
• Great time management to adapt to different types of workloads, adjust to unexpected changes, and manage multiple tasks or projects simultaneously. You should be able to handle multiple responsibilities, including communicating with clients, reviewing clients’ SEO results, managing upgrades, ensuring quality work across all deliverables, and coordinating internally
• Own the client relationship from onboarding through their lifecycle with Rotate Digital
• Prepare and send monthly client reports according to plan
• Follow up on every touchpoint with a client via email
• Log all communication, actions, and milestones within HubSpot
• Provide timely updates to the Finance department regarding any changes
• Send internal reports on current revenue under management and client updates, weekly
• Conduct HQTP (High-Quality Touch Points) every 30 days
• Respond to clients within 4 hours on average
• Connect with each client twice a month to keep a pulse on the relationship

Requirements:

• 3-5 years of experience in a client success manager or similar role, preferably in the digital marketing or SEO industry
• Solid understanding of SEO, digital marketing strategies, and online advertising
• Excellent English verbal and written communication skills; ability to convey complex concepts clearly
• Proven track record of meeting or exceeding client satisfaction targets; strong relationship-building skills
• Proficient in using CRM software, HubSpot preferred but not required
• Strong analytical and decision-making skills; ability to identify client needs and provide effective solutions
• Self-motivated with a results-oriented mindset; ability to work independently and as part of a team
• Ability to identify the core needs or desires of a client. This requires listening, asking questions, aligning with the client, making a clear action plan, and then executing
• Leverage clear communication with the client to define clear action items and outcomes and then set clear expectations of the Rotate Digital process
• Analytically identify wins for clients and present the data to them in an engaging manner
• Have a deep understanding of the SEO & PPC deliverables we fulfill and the our process. This will allow you to effectively communicate with clients and answer questions they have regarding our process, an SEO or PPC deliverable, or technical question regarding their setup under our management
• Leverage the software we use at RD to achieve success in your role
• Confidently communicate during hard conversations, with angry clients, in difficult situations, and provide solutions that benefit both Rotate Digital and the client
• Great time management to adapt to different types of workloads, adjust to unexpected changes, and manage multiple tasks or projects simultaneously. You should be able to handle multiple responsibilities, including communicating with clients, reviewing clients' SEO results, managing upgrades, ensuring quality work across all deliverables, and coordinating internally