Client Success Manager (Google Ads Agency)

Role focus:
Client communication, delivery coordination, follow-up enforcement, and internal accountability across Google Ads clients. This is an embedded operator role. You are not a consultant. You are not here to redesign the agency. You are here to ensure promises turn into execution and clients feel supported, without the founder needing to chase.
Who you will work with:
You will work directly with the Founder, the Head of Google Ads, media buyers, the operations team, and the technical team. Most communication is in Slack. Project tracking is in ---------- .

Core outcomes of the role:
- Clients feel consistently supported, informed, and confident.
- Nothing discussed on calls gets forgotten.
- Tasks are assigned with owners and deadlines in ---------- .
- Follow-ups happen automatically through process, not micromanagement.
- Delivery stays on track and delays are surfaced early.

Primary responsibilities:
A. Client communication ownership
- Be present on all client calls (monthly by default, sometimes weekly).
- Take structured notes or review Fireflies notes and convert them into clear action items.
- Manage ongoing Slack-based client communication: acknowledge messages, clarify requests, and ensure they are routed to the right owner.
- Maintain a professional, calm, polished client presence.
- Ensure clients receive updates on progress without needing to chase.

B. Project and delivery coordination
- Convert every call into a ---------- task list with clear owners and realistic deadlines.
- Work with media buyers to confirm timelines, then lock deadlines in Monday.
- Track progress daily through Monday and Slack.
- Ensure tasks are completed to standard and on time, or surfaced early if blocked.
- Maintain a clean delivery record per client (what was requested, what was done, what is pending).

C. Follow-up and accountability
- Follow up on overdue tasks by first pinging the correct stakeholder in the internal Slack channel.
- If issues persist, escalate patterns to leadership during your weekly check-in.
- Your job is not to pressure people; your job is to ensure visibility and follow-through through a clear system.

D. Internal operating rhythm
Daily: monitor client channels, ensure new tasks are created, confirm owners and next steps.
Weekly: prepare a short internal delivery summary for leadership and the Head of Google Ads (what moved, what’s stuck, what needs attention).
Monthly: support QBR/SBR scheduling, ensure agenda items are captured, and make sure action items are executed post-call.

Non-negotiable skills and expectations:
- Strong written and spoken English (client-facing).
- High follow-up discipline and strong organisational skills.
- Strong judgment under ambiguity: you can interpret client requests and translate them into internal tasks.
- You are fast, calm under pressure, and proactive without being chaotic.
- ---------- proficiency is required. Slack proficiency is required.
- You can learn and use Google Ads language well enough to follow calls and communicate accurately, even if you are not the media buyer.

You operate with ownership: if something is unclear, you clarify it; if something is blocked, you surface it early.


Tools you will use:
Slack, ---------- , Google Drive, Fireflies, Google Docs, Looker Studio (viewing reports), basic Google Ads familiarity (view-only context).

Ideal background:
- Account manager, customer success manager, delivery coordinator, project manager in a marketing agency environment.

- Experience working with performance marketing teams (Google Ads preferred).
And understanding

- Comfortable with fast-paced teams and remote collaboration across time zones.


Preferred hiring regions
Georgia, South Africa, Philippines (high level only)

Trial period:
Paid trial period. You will be assessed on responsiveness, follow-through, clarity, and ability to keep delivery moving without chaos.

How to apply -
Send:
A short intro

Examples of client-facing or delivery roles you’ve held

Any Google Ads Agency experience

The tools you’ve used (especially Monday and Slack)

A short Loom (optional but preferred) explaining how you manage client follow-up and prevent tasks from slipping