Digital Customer Success Manager

hace 1 semana

México Numana SEO A tiempo completo

Company Description Numana SEO is a digital marketing company specializing in delivering effective, data-driven strategies designed to achieve tangible results for clients. The company offers a wide range of services, including Web Design, Search Engine Optimization, Pay Per Click advertising, Social Media management, Brand Development, and Content Development. Numana SEO focuses on helping clients grow their online presence and achieve business success through customized solutions and innovative strategies. By leveraging expertise and data insights, Numana SEO drives impactful outcomes for businesses across industries. Role Description This is a full-time remote role for a Digital Customer Success Manager. The role involves managing client relationships, ensuring customer satisfaction and retention, and building sustained partnerships. Daily tasks include analyzing client needs, addressing concerns, strategizing improvements, and acting as a liaison between the company and its clients. The Digital Customer Success Manager will also contribute to identifying areas for process improvement and offering solutions to enhance service delivery. You will also need to do the following: Lead all regular client meetings, internal meetings, and the Executive team, including Weekly/Bi-weekly Calls and formal Quarterly Business Reviews (QBRs) . Effectively communicate the value, strategy, and performance results of the agency's work (e.g., SEO, PPC, Content). Translate complex digital marketing data into clear, business-focused insights and recommendations. Manage client expectations regarding timelines, deliverables, and performance outcomes. Retention, Growth, and Advocacy Monitor client "health scores" and actively work to mitigate any risk of churn . Oversee the client onboarding process to ensure a smooth transition and strong start. Identify opportunities for upselling or cross-selling additional services based on client needs and success. Collaborate with the Sales team on contract renewals and expansion proposals. Act as the "Voice of the Client" internally, relaying feedback and advocating for necessary resources or adjustments to service delivery. Internal Collaboration & Coordination Liaise closely with the specialized delivery teams (e.g., SEO Managers, Paid Media Specialists, Content Writers). Ensure internal teams have the necessary information and clarity to execute strategies that meet client goals. Oversee project timelines and deliverables in partnership with a Project Manager (if applicable), ensuring projects stay on track. Qualifications Proven experience in a Client Success, Account Management, or similar client-facing role. Strong working knowledge of core digital marketing channels (SEO, PPC/Paid Media, Content Marketing). Exceptional written, verbal, and presentation skills (especially for QBRs). Proficiency with CRM software Proven Relationship Building and Customer Retention abilities to maintain long-term client partnerships and promote loyalty Excellent Analytical Skills to evaluate data, identify trends, and propose actionable solutions Experience in digital marketing or SEO concepts Effective communication and interpersonal skills Bachelor's degree in Business, Marketing, or a related field preferred

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