Customer Success Manager

Rotate Digital; South Carolina; On-site; USD 80,000 - 130,000; Full time

Benefits offered by this job

Commission opportunities

Bonus potential

Job summary

Rotate Digital is seeking a driven Client Success Manager to own client relationships from onboarding through lifecycle and ensure retention and expansion. You will coordinate with the SEO, PPC, project management, and leadership teams to deliver value and address client needs.

You will regularly meet with clients, conduct ongoing check-ins, and translate insights into actionable improvements for campaigns while maintaining clear, proactive communication.

Qualifications

• 3–5 years in client success or similar roles, preferably in digital marketing/SEO.
• Solid understanding of SEO, digital marketing strategies, and online advertising.
• Excellent written and verbal English communication; able to convey complex concepts clearly.
• Proven track record of meeting or exceeding client satisfaction targets and retention.

Responsibilities

• Own the client relationship from onboarding through lifecycle with Rotate Digital.
• Prepare and send monthly client reports according to plan.
• Follow up on every client touchpoint via email.
• Log all communications and milestones in HubSpot.
• Provide timely updates to Finance and internal teams; report revenue changes weekly.
• Connect with each client twice a month to maintain a strong relationship.

Skills

Client success experience

SEO knowledge

English proficiency

CRM software (HubSpot)

Analytical skills

Self-motivated

Tools

HubSpot CRM

Job description

We are seeking a driven and talented Client Success Manager to join our dynamic company. If you have experience in client success and retaining revenue under your management, please consider applying! You will want to know clients like the back of your hand. You will be the main point of contact for clients and will be accountable for the retention of clients. You’ll be responsible for communicating with the client regarding marketing performance, timelines and due dates of workflow, and making sure they get what they need.

You will be reporting to the Head of Client Success. As our CSM, You will be required to have meetings with clients, call them often, follow up with them, and make sure we they understand the value, where they are at, where they are going and what can be done for improvement. You will bring up concerns the client has to the SEO team, PPC team, project manager, and when needed the CEO.

Ideal Qualifications For This Role

• 3-5 years of experience in a client success manager or similar role, preferably in the digital marketing or SEO industry.
• Solid understanding of SEO, digital marketing strategies, and online advertising.
• Excellent English verbal and written communication skills; ability to convey complex concepts clearly.
• Proven track record of meeting or exceeding client satisfaction targets; strong relationship-building skills.
• Proficient in using CRM software, HubSpot preferred but not required.
• Strong analytical and decision-making skills; ability to identify client needs and provide effective solutions.
• Self-motivated with a results-oriented mindset; ability to work independently and as part of a team.

Outcomes You Are Responsible For

Outcomes are tangible and measurable items that are core to your role and cultivate the value that we pay for you to create. These are core outcomes that allows you to know if you are winning in your role.

Achieve and Maintain a 95.5% Client Retention Rate

• Clients consistently renew contracts, reduced churn, and early identification of at-risk accounts, long-term partnerships with clients that grow and strengthen over time.
• Clients feel confident, supported, and valued in every interaction.
• Communication is clear, timely, and professional.
• Meetings are organized, intentional, and focused on value.
• Clients trust our recommendations and view us as an extension of their team.
• Even in challenging situations, we show up calm, solution-oriented, and in control.
• The overall experience feels seamless, proactive, and high-quality.

Grow CSM Book of Business by 10–15% Year Over Year

• Overall Book of Business increases year over year through a combination of retention, strategic upsells, and client expansion
• High client retention rates, with long-term partnerships across the portfolio
• Growth is driven by the right clients, at the right time, not forced across all accounts
• CSMs are effectively prioritizing and investing time in accounts with the highest growth potential
• The team is viewed as a strategic partner, contributing to both client success and company growth

Capabilities

These are the capabilities that we believe you need to excel at in order to succeed in this role and achieve the valuable outcomes we need you to create in the role.

• Ability to identify the core needs or desires of a client. This requires listening, asking questions, aligning with the client, making a clear action plan, and then executing.
• Leverage clear communication with the client to define clear action items and outcomes and then set clear expectations of the Rotate Digital process.
• Put your stamp of approval on all work for a client. This is your reputation on the line, so all work done for our clients should reflect that. Double checking work is commonplace.
• Analytically identify wins for clients and present the data to them in an engaging manner.
• Communicate the needs of every client internally so we can deliver the best value possible. Speed is crucial when it comes to internal and external communication involving a client.
• In the application part of this role, please put the word “Easter Egg” on the question “What is your favorite food?” to show us that you thoroughly read this and can pay attention to details.
• Have a deep understanding of the SEO & PPC deliverables we fulfill and the our process. This will allow you to effectively communicate with clients and answer questions they have regarding our process, an SEO or PPC deliverable, or technical question regarding their setup under our management.
• Leverage the software we use at RD to achieve success in your role.
• Confidently communicate during hard conversations, with angry clients, in difficult situations, and provide solutions that benefit both Rotate Digital and the client.
• Great time management to adapt to different types of workloads, adjust to unexpected changes, and manage multiple tasks or projects simultaneously. You should be able to handle multiple responsibilities, including communicating with clients, reviewing clients’ SEO results, managing upgrades, ensuring quality work across all deliverables, and coordinating internally.

Duties & Responsibilities

These are some of the core activities/tasks to be performed daily, weekly, monthly, and/or quarterly that you will have on your plate. This is not an exhaustive list.

• Own the client relationship from onboarding through their lifecycle with Rotate Digital.
• Prepare and send monthly client reports according to plan.
• Follow up on every touchpoint with a client via email.
• Log all communication, actions, and milestones within HubSpot.
• Provide timely updates to the Finance department regarding any changes.
• Send internal reports on current revenue under management and client updates, weekly.
• Conduct HQTP (High-Quality Touch Points) every 30 days.
• Respond to clients within 4 hours on average.
• Connect with each client twice a month to keep a pulse on the relationship.

Compensation

Pay range is dependent on experience.

Salary Type Amount

OTE: $80,000 – $130,000 (plus commission and bonus opportunities)