(W-68) - Customer Success Manager

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.

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

1. Be the primary point of contact for new clients, leading on-boarding and expectation-setting calls.
2. Ensure a smooth on-boarding process, guiding clients through Slack and ClickUp.
3. Attend regular client strategy calls, discussing performance, KPIs, and areas for growth.
4. Maintain quick, clear, and proactive communication across Slack and email.
5. Serve as a trusted advisor—clients should see you as a partner in their success.

Project & Performance Management

1. Oversee SEO and creative projects, ensuring on-time delivery and high-quality execution.
2. Track key performance indicators (KPIs) like turnaround times and project success rates.
3. Work closely with PPC strategists, brand managers, and creatives to keep projects moving.
4. Identify growth opportunities for clients, ensuring they get the most out of our services.

Client Retention & Issue Resolution

1. Proactively address concerns before they escalate—your goal is to reduce churn and improve satisfaction.
2. Lead 1:1 client retention meetings, offering strategic adjustments or discounts when necessary.
3. Manage the offboarding process for churning clients while developing win-back strategies.
4. Gather feedback from high-profile clients to continuously improve our services.

Upselling & Business Growth

1. Identify and pitch additional services (reviews, creatives, full management, etc.).
2. Clearly explain the benefits of our services and match clients with the right solutions.
3. Work with internal teams to expand our client relationships strategically.

Leadership & Internal Strategy

1. Report on client retention, revenue impact, and service performance in leadership meetings.
2. Join daily leadership huddles, sharing insights on challenges and team capacity.
3. Help strategists and sales teams by joining calls, providing PPC insights, and assisting with audits.

What We’re Looking For

1. English Fluency – Strong written and verbal communication skills.
2. Proven Client-Facing Experience – Background as a Client Success Manager, Account Director, or similar.
3. PPC, Amazon Strategy, or Digital Marketing Knowledge – Experience in e-commerce is a plus!
4. Strong Problem-Solving Skills – You know how to keep clients engaged and happy.
5. Ability to Identify Growth Opportunities – Comfortable with upselling and service expansion.
6. Project Management & Cross-Team Collaboration – Experience working with diverse teams.

Why You’ll Love Working with Us

1. Competitive Salary – Based on experience.
2. 100% Remote – Work from anywhere in the world.
3. 36 Paid Time Off Days – More time for life outside of work.
4. Career Growth Opportunities – Be part of an innovative and scaling company.
5. 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.