Customer Success Manager
At
Trivium
, we help brands
scale and grow on Amazon
through data-driven strategies, expert PPC management, and cutting-edge digital marketing solutions. Built by a team of industry experts, we are dedicated to delivering
real, measurable results
for our clients.Join our award-winning team!
Ranked #170 on the Inc. 5000 list
and a Clutch Award-winning agencyNow, we're looking for a
Client Success Manager
to be the
go-to person for client relationships, on-boarding, and retention
. You'll play a critical role in
ensuring client satisfaction, problem-solving, and identifying growth opportunities
to help brands succeed.
🎯 What You'll Do
🤝 Client On-boarding & Relationship Management
✅ Be the
primary point of contact
for new clients, leading on-boarding and expectation-setting calls.✅ Ensure a smooth on-boarding process, guiding clients through
Slack and ClickUp
.✅ Attend
regular client strategy calls
, discussing performance, KPIs, and areas for growth.✅ Maintain
quick, clear, and proactive communication
across Slack and email.✅ Serve as a
trusted advisor
—clients should see you as a partner in their success.
📊 Project & Performance Management
📌 Oversee
SEO and creative projects
, ensuring on-time delivery and high-quality execution.📌 Track
key performance indicators (KPIs)
like turnaround times and project success rates.📌 Work closely with
PPC strategists, brand managers, and creatives
to keep projects moving.📌 Identify
growth opportunities for clients
, ensuring they get the most out of our services.
🚨 Client Retention & Issue Resolution
⚡ Proactively address concerns before they escalate—your goal is to
reduce churn
and improve satisfaction.⚡ Lead
1:1 client retention meetings
, offering strategic adjustments or discounts when necessary.⚡ Manage the
offboarding process
for churning clients while developing
win-back strategies
.⚡ Gather feedback from high-profile clients to
continuously improve our services
.
💰 Upselling & Business Growth
📈 Identify and pitch
additional services (reviews, creatives, full management, etc.)
.📈 Clearly explain the benefits of our services and
match clients with the right solutions
.📈 Work with internal teams to
expand our client relationships
strategically.
🏆 Leadership & Internal Strategy
🔹 Report on
client retention, revenue impact, and service performance
in leadership meetings.🔹 Join
daily leadership huddles
, sharing insights on challenges and team capacity.🔹 Help
strategists and sales teams
by joining calls, providing PPC insights, and assisting with audits.
🔍 What We're Looking For
✔️
English Fluency
- Strong written and verbal communication skills.✔️
Proven Client-Facing Experience
- Background as a
Client Success Manager, Account Director, or similar
.✔️
PPC, Amazon Strategy, or Digital Marketing Knowledge
- Experience in e-commerce is a plus!✔️
Strong Problem-Solving Skills
- You know how to
keep clients engaged and happy
.✔️
Ability to Identify Growth Opportunities
- Comfortable with
upselling and service expansion
.✔️
Project Management & Cross-Team Collaboration
- Experience working with diverse teams.
✨ Why You'll Love Working with Us
💵
Monthly Salary
-
$3k - $5k USD
🌍
100% Remote
- Core Working Hours
9am - 2pm
EST (+3hours per day flexi)🎉
36 Paid Time Off Days
- More time for life outside of work🚀
Career Growth Opportunities
- Be part of an innovative and scaling company🔑
Autonomy & Ownership
- You'll have real impact on projects and strategiesThis is a
full-time, remote position (40 hours per week)
with an
immediate start date
. We work with clients worldwide, so
flexibility in scheduling is a plus
. You'll need a
quiet workspace, strong internet, and a webcam for client calls
.
Requirements
Experience & Background
- 3+ years of experience in customer success / account management (agency experience preferred)
- Bachelor's degree in Business, Marketing, or related field
- Proven ability to manage client portfolios and success processes
Skills & Attributes
- Excellent communication and interpersonal skills
- Strong project management and organizational skills
- Analytical mindset with strategic thinking
- High emotional intelligence and leadership qualities
- Fluent English (written and spoken, advanced level required)
Work Style & Culture Fit
You'll thrive in this role if you:
- Love helping clients achieve measurable success
- Can juggle multiple priorities with precision and grace
- Are proactive, resourceful, and solutions-oriented
- Value autonomy while working collaboratively with a global team
- Enjoy working in a fast-paced, high-growth environment
Benefits
💵
Monthly Salary
-
$3k - $5k USD
🌍
100% Remote
- Core Working Hours
9am - 2pm
EST (+3hours per day flexi)🎉
36 Paid Time Off Days
- More time for life outside of work🚀
Career Growth Opportunities
- Be part of an innovative and scaling company🔑
Autonomy & Ownership
- You'll have real impact on projects and strategies
