Note: The job is a remote job and is open to candidates in USA. SearchLab is a company focused on helping businesses grow through effective marketing strategies. They are seeking a Customer Success Manager to build and maintain client relationships, ensuring customer retention and growth while aligning internal teams to achieve client success.
Responsibilities
- Own a portfolio of client relationships and overall account health
- Build trust with stakeholders ranging from day-to-day contacts to executives and business owners
- Identify risks early and lead proactive retention strategies
- Partner with internal teams to stabilize at-risk accounts
- Drive renewals, save efforts, and win-back opportunities
- Lead onboarding, strategy discussions, monthly reviews, and executive business conversations
- Translate SEO, PPC, and Analytics performance into clear business value
- Help customers understand what's working, what's not, and what should happen next
- Develop account plans aligned to client goals and priorities
- Ensure every customer has a clear path forward
- Identify opportunities to expand services within existing accounts
- Build business cases tied to customer goals and performance trends
- Partner with Sales and Delivery teams to position and scope opportunities
- Contribute directly to revenue retention and account growth
- Serve as the voice of the customer internally
- Coordinate specialists, leadership, and resources around customer priorities
- Drive accountability and alignment across teams
- Ensure client needs are understood and acted upon
Skills
- 3-7+ years in Customer Success, Account Management, Client Strategy, Agency, or related customer-facing roles
- Strong communication and executive presence
- Comfortable leading difficult conversations and navigating ambiguity
- Ability to translate data into business insights and recommendations
- Strong commercial instincts around retention, growth, and customer value
- Highly organized with strong follow-through
- Naturally curious, analytical, and solutions-oriented
- Comfortable influencing without direct authority
- Digital marketing experience (SEO, PPC, Local Search, Analytics)
- Familiarity with Google Ads, GA4, Looker Studio, CallRail, or similar platforms
- Experience working within an agency environment
- Experience managing multi-location or multi-stakeholder accounts
- Experience in fast-growing or evolving organizations
Company Overview