CUSTOMER SUCCESS MANAGER

About the Role:

Our Digital PR agency is seeking a people-first Customer Success Manager to join our fast-paced, remote team. This role requires someone who can communicate effectively in English across email, chat, and video calls (as needed), while proactively managing client relationships, ensuring smooth onboarding, resolving issues, and reducing churn. You’ll play a pivotal role in delivering an exceptional client experience and supporting cross-functional coordination to ensure successful campaign execution.

Key Responsibilities:
- Serve as the main point of contact for clients, supporting onboarding, billing, check-ins, and follow-ups.
- Manage ongoing client communications and ensure high satisfaction and retention.
- Coordinate internally with delivery, operations, and tech teams to resolve issues and prioritize client requests.
- Track, manage, and report on account activity, escalating issues when necessary to maintain client trust and engagement.
- Proactively identify opportunities to enhance the customer journey and improve product adoption.
- Recommend and implement internal process improvements that drive efficiency and enhance team performance.
- Provide insights to the leadership team on client sentiment, churn risks, and strategic account opportunities.
- Assist in refining customer support workflows, documentation, and best practices.

Qualifications:
- Excellent command of written and spoken English with a professional, empathetic tone across all communication channels.
- Strong attention to detail with a proactive and flexible attitude toward client needs.
- Trustworthy and capable of handling sensitive information with discretion.
- Highly organized, self-motivated, and able to work independently in a remote environment.
- Tech-savvy with strong experience using tools such as Google Sheets/Docs, and familiarity with HubSpot, Stripe, Click up and Xero is a plus.
- Results-driven mindset — we value action and problem-solving over academic qualifications.

What We Value:
- Integrity and accountability
- Client-first thinking
- Grit and ownership over results
- Clear, proactive communication
- Continuous improvement and collaboration
- Knowledge of Hubspot, Click Up, Google Sheets/Docs, Stripe and Xero is a plus.