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.

TO APPLY FOR THIS ROLE, COMPLETE THE FORM USING THIS LINK

🎯 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 .

TO APPLY FOR THIS ROLE, COMPLETE THE FORM USING THIS LINK

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