Customer Success Manager

Black Propeller; Colombia; Presencial; COP 9.000.000 - 15.000.000; Jornada completa

Descripción de la vacante

Black Propeller is a dynamic, performance-driven digital marketing agency seeking a Customer Success Manager to manage client relationships, coordinate cross-functional marketing workstreams, and ensure strategies align with client goals.

The role serves as the primary point of contact for an assigned client portfolio, working with paid search, paid social, SEO, creative, analytics, and other marketing functions to deliver value and measurable growth.

Formación

• 3+ years of experience in customer success, account management, or client services.
• Experience in digital marketing, performance marketing, or advertising agency is preferred.
• Strong understanding of performance marketing, including paid search and paid social.

Responsabilidades

• Serve as the primary day-to-day contact for an assigned portfolio of clients.
• Coordinate projects, campaigns, and deliverables across cross-functional marketing teams.
• Translate client needs into internal briefs, tasks, timelines, and priorities.
• Lead client calls, status updates, and performance discussions.
• Communicate timelines, priorities, recommendations, and next steps clearly.
• Maintain accurate account documentation and action items.

Conocimientos

Client relationships

Project coordination

Strategic thinking

Performance marketing

Cross-functional collaboration

HubSpot CRM

Monday.com

Communication

Data interpretation

Herramientas

HubSpot

Monday.com

Descripción del empleo

Black Propeller is a dynamic, performance-driven digital marketing agency committed to delivering measurable growth for SMB and Enterprise clients. We combine data-driven strategy, innovative technology, and strong client partnerships to drive meaningful business results.

We are looking for a Customer Success Manager to manage client relationships, coordinate cross-functional marketing workstreams, and ensure strategies and deliverables remain aligned with client goals.

Position Summary

The Customer Success Manager serves as the primary point of contact for an assigned portfolio of clients and is responsible for keeping client relationships, projects, and marketing priorities on track.

This role combines client management, project coordination, and strategic thinking. You will work closely with internal specialists across paid search, paid social, SEO, creative, analytics, and other marketing functions to ensure work is delivered effectively and clients understand how activity supports their wider business objectives.

The ideal candidate has agency experience, strong organizational skills, and a solid understanding of performance marketing. This is not a hands-on campaign execution role, but you must be confident discussing strategy, performance, priorities, and results with both clients and internal teams.

Key Responsibilities

Client Relationship Management

• Serve as the primary day-to-day contact for an assigned portfolio of clients.
• Build strong relationships and develop a clear understanding of each client’s business, goals, priorities, and challenges.
• Lead regular client calls, status updates, and performance discussions.
• Communicate timelines, priorities, recommendations, and next steps clearly.
• Manage client expectations and address concerns proactively.
• Ensure clients understand the value and business impact of the agency’s work.
• Identify opportunities to strengthen relationships and expand services.

Project and Account Management

• Coordinate projects, campaigns, and deliverables across cross-functional marketing teams.
• Translate client needs into clear internal briefs, tasks, timelines, and priorities.
• Keep workstreams organized and ensure deadlines and commitments are met.
• Organize internal and client-facing touchpoints to maintain alignment.
• Track progress, identify risks or blockers, and elevate issues when needed.
• Maintain accurate account documentation, decisions, and action items.
• Use Monday.com and other internal tools to manage workflows and responsibilities.

Strategy and Performance Marketing

• Support the development and communication of client marketing strategies.
• Ensure internal teams remain aligned with client objectives and agreed priorities.
• Review performance with specialists and help turn results into clear client-facing insights.
• Understand key performance marketing concepts, including paid search, paid social, conversion rate, ROAS, CAC, LTV, and attribution.
• Connect channel-level activity to wider business outcomes.
• Help clients understand what happened, why it happened, and what should happen next.
• Identify opportunities to improve performance, processes, and the overall client experience.

Cross-Functional Collaboration

• Work closely with paid media, SEO, creative, analytics, and strategy teams.
• Ensure specialists have the client context and information needed to deliver effectively.
• Facilitate communication between clients and internal teams.
• Support prioritization when multiple requests or workstreams compete for resources.
• Review deliverables for clarity, completeness, and alignment before presenting them to clients.

Qualifications

• 3+ years of experience in customer success, account management, project management, or client services.
• Previous experience within a digital marketing, performance marketing, or advertising agency.
• Strong understanding of performance marketing, particularly paid search and paid social.
• Experience coordinating multiple projects, campaigns, or client workstreams.
• Confidence managing client relationships and leading client-facing calls.
• Ability to understand marketing performance data and communicate insights clearly.
• Strong organization, prioritization, and follow-through.
• Excellent written and verbal communication skills.
• Experience working with cross-functional or distributed teams.
• Familiarity with CRM and project management tools such as HubSpot and Monday.com is preferred.