Full Job Description

About the Role

We are seeking a driven and talented Client Success Manager to join our dynamic company. If you have experience in client success and retaining revenue under your management, please consider applying! You will want to know clients like the back of your hand. You will be the main point of contact for clients and will be accountable for the retention of clients. You’ll be responsible for communicating with the client regarding marketing performance, timelines and due dates of workflow, and making sure they get what they need.

You will be reporting to the Head of Client Success. As our CSM, You will be required to have meetings with clients, call them often, follow up with them, and make sure we they understand the value, where they are at, where they are going and what can be done for improvement. You will bring up concerns the client has to the SEO team, PPC team, project manager, and when needed the CEO.

Outcomes You Are Responsible For

Outcomes are tangible and measurable items that are core to your role and cultivate the value that we pay for you to create. These are core outcomes that allows you to know if you are winning in your role.

1. Retention of Revenue According to Plan: You’ll be responsible for retaining and growing revenue of your clients through retention, new clients added to your plate, and upsells.
2. Client Referrals According to Plan: You’ll own capturing referrals, testimonials, and reviews from clients at key points in their journey with us.
3. Winning Clients Are Upgraded According to Plan: You will be responsible for ethically upselling clients into new packages or locations to drive more value for their business.
4. Cultivate an Exceptional Client Experience According to Plan: You will be graded on the experience a client has. From your meeting presentations, your emails, phone calls, and the experience they have based on survey ratings.

Capabilities

These are the capabilities that we believe you need to excel at in order to succeed in this role and achieve the valuable outcomes we need you to create in the role.

• 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.

Compensation

We pay you for the value you have and create at Rotate Digital.

Pay range is dependent on experience.

• USA Location: ~$50k to $70k USD annual salary plus commission and bonus opportunities.
• International Location: ~$1,800 to $4,000 USD monthly salary plus commission and bonus opportunities.

How to Apply

Do you feel like you would love this role and excel in creating extreme value by being in this position? If so here is how to apply:

• Use the link below to apply for the role
• You’ll hear from us if we want to move forward in the application process
• Any questions, just reach out.

Job Responsibilities

Duties & Responsibilities

These are some of the core activities/tasks to be performed daily, weekly, monthly, and/or quarterly that you will have on your plate. This is not an exhaustive list.

• 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.

Job Requirements

Ideal Qualifications For this Role

• 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.

Skills Required

• Customer Service - Expert

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