Customer Success Manager

Ad-Lab; Porto Alegre; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A digital marketing agency based in Porto Alegre is looking for a Client Success & Account Lead to manage a portfolio of eCommerce clients. This role involves maintaining strong communication with clients and collaborating with internal teams to optimize Google Ads performance. The ideal candidate has over 3 years of agency experience, strong analytical skills, and a proactive mindset to drive impactful results and foster long-term client relationships.

Qualificações

• 3+ years of experience with Google Ads for eCommerce clients.
• Solid understanding of eCommerce KPIs like ROAS and CAC.
• Experience managing multiple client accounts.

Responsabilidades

• Be the primary point of contact for clients.
• Collaborate with internal teams to improve account performance.
• Provide performance reports and insights.

Conhecimentos

Google Ads expertise

Client communication

Analytical skills

Proactive problem solving

Ferramentas

Google Analytics 4

ClickUp

DataStudio

Descrição da oferta de emprego

About the Role

We're looking for a Client Success & Account Lead to fully own a portfolio of eCommerce clients. You'll be the go-to person for the client and the internal captain who works with our Google Ads Strategists and Media Buyers to make sure accounts are performing, communication is tight, and nothing falls through the cracks. If you love Google Ads, talking to clients, and driving clear outcomes (ROAS, revenue, profit) – this is for you.

What You’ll Own

• Client Relationship & Communication

  Be the primary point of contact for your client portfolio.

  Run recurring check‑in calls (weekly/bi‑weekly/monthly), Loom updates, and strategy reviews.

  Translate complex performance data into simple, clear business language the client understands.

  Proactively manage expectations, timelines, and next steps.

• Account & Performance Ownership

  Work closely with our Google Ads Strategists & Media Buyers to ensure campaigns align with the client’s goals (MER, ROAS, CAC, profit).

  Review performance across accounts regularly and push the team on optimisations, tests, and scaling opportunities.

  Spot issues early (conversion tracking, feed problems, drops in performance) and coordinate fast fixes.

• Strategy & Planning

  Help build and present quarterly and monthly strategies: budgets, scaling plans, testing roadmaps, new channels (Pmax, YouTube, etc.).

  Understand the client’s wider business (margins, LTV, seasonality, stock, promos) and reflect that in the ad strategy.

  Bring ideas to clients: new offers, funnels, landing pages, creatives, and experiments.

• Reporting & Insight

  Own performance reporting: weekly or monthly reports, Loom walk‑throughs, and QBR decks where needed.

  Focus on insight, not just screenshots – what happened, why it happened, and what we’re doing next.

  Use dashboards / tools (GA4, Looker/Datastudio, Google Ads UI, etc.) to support decisions.

• Retention, Growth & Upsell

  Keep a pulse on client satisfaction and step in early if you sense churn risk.

  Identify opportunities to grow accounts: higher budgets, additional services, new markets, YouTube, etc.

  Aim to turn every account into a long‑term partnership, not a short‑term “vendor” relationship.

• Internal Coordination & Process

  Make sure tasks, priorities, and deadlines are clear for the internal team (usually via ClickUp / Slack / Loom).

  Keep everyone aligned on what matters this week for each account (big rocks, tests, fixes).

  Help maintain a high standard of client communication, documentation, and follow‑through.

Requirements

• Experience – 3+ years working with Google Ads for eCommerce brands (agency side strongly preferred). Proven experience managing multiple client accounts at once.
• Google Ads & eCom Knowledge – Solid hands‑on understanding of Google Ads: Search, Shopping, Pmax, remarketing (YouTube a plus). Familiar with eCommerce KPIs: ROAS, MER, AOV, CAC, LTV, conversion rate, etc.
• Bonus – Experience with GMC, GTM, GA4, product feeds.
• Client‑Facing Skills – Comfortable leading calls, pushing back politely, and guiding clients even when performance is bumpy. Strong English communication (written & spoken) and ability to keep things simple and clear.
• Analytical & Organised – Can read numbers, spot patterns, and turn them into actionable next steps. Able to juggle multiple accounts, deadlines, and stakeholders without dropping the ball.
• Mindset – Proactive, solution‑oriented, calm under pressure. You care about ownership – if it’s your account, you’ll do what it takes to make it work.

Video Introduction (5–7 minutes)

• Account Management Experience – How many accounts you’ve handled at once.
• Examples of eCommerce brands you’ve worked on (niches, budgets, results).
• Google Ads Performance Stories – A specific example where you helped turn around or scale an account. What was the starting point, what you changed, and the end result (ROAS / revenue / spend).
• Client Communication & Firefighting – How you handle tough conversations, drops in performance, or demanding clients. How you keep them calm but also accountable.
• Tools & Workflow – Tools you’ve used for project management, comms, and reporting (e.g., Slack, ClickUp, Asana, Loom, GA4, Looker, Sheets).
• How you stay organized across many accounts.
• How you work with Media Buyers & Strategists – How you like to collaborate internally and keep everyone aligned.
• Why this role – Why you enjoy eCommerce, Google Ads, and client‑facing work.
• Why you’d be a great fit for this kind of “own the client + own the account” role.

How to Apply

Please submit:

• your CV / profile
• your video introduction (link)
• any case studies or screenshots you’re proud of (optional but encouraged) via this link: