Job Description

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 agency


Now, 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 strategies


This 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