Customer Success Manager

Lasso Up; United States; Remote; USD 65,000 - 200,000; Full time

Job summary

Join a forward-thinking digital marketing agency as a Customer Success Manager at Lasso Up. This fully remote role focuses on driving client satisfaction and retention while managing projects and building strong client relationships. Enjoy a flexible PTO policy, health insurance options, and opportunities for professional growth in a collaborative, innovative environment.

Benefits

Flexible PTO Policy

Health Insurance Options

Simple IRA Plan with Company Match

Paid Training and Development

Company Equipment

Dead Call Weeks

Christmas Break

Qualifications

• Proven experience in customer success or project management roles.
• Strong understanding of digital marketing practices.
• Excellent communication skills.

Responsibilities

• Manage client relationships to ensure satisfaction and growth.
• Oversee client projects from inception to completion.
• Coordinate with internal teams to execute marketing strategies.

Skills

Customer Success

Account Management

Project Management

Digital Marketing

Communication

Strategic Thinking

Education

Relevant Bachelor's Degree or Equivalent Experience

Tools

Teamwork

HubSpot

SEMrush

Job description

Job Title: Customer Success Manager (CSM)

Location: Fully Remote

Employment Type: Full-time

Salary Range: Based on experience

Start Date: Summer 2025

Work Schedule: Core business hours are 9-5 pm EST

***Interviews and outreach will begin mid-July.

About Us:

Lasso Up is a forward-thinking digital marketing agency dedicated to driving measurable success for our clients. Our Customer Success Managers (CSMs) are the backbone of our client relationships, combining account management, project management, and strategic expertise to ensure satisfaction, retention, and growth.

Role Overview:

As a CSM at Lasso Up, you will serve as the trusted advisor and primary point of contact for clients. Your mission is to drive client retention, upselling, and new referrals while ensuring successful execution of strategies across marketing and website initiatives. You will oversee client projects from inception to completion, acting as a collaborative liaison between clients and internal teams.

Compensation Summary:

• Base salary commensurate with experience
• Fully remote - work from anywhere
• Flexible PTO policy year one, then unlimited PTO
• Dead call weeks at end of quarter and Christmas break
• Health insurance options
• Simple IRA plan with 3% company match
• Company equipment
• Paid training and development
• Additional incentive opportunities available

Key Responsibilities:

Account Management

• Build and maintain strong client relationships to ensure satisfaction and loyalty.
• Retain existing clients by delivering exceptional service and fostering trust.
• Have experience selling to customers and be comfortable and proactive with proposing upsell opportunities to further client goals.
• Comfortable discussing pricing and negotiating with customers to close deals that meet internal pricing standards.
• Identify opportunities for upselling additional services and managing contract renewals.
• Set and track benchmarks for client goals, conducting quarterly reviews to measure success.
• Proactively request feedback and reviews for improved service and enhanced customer satisfaction.
• Probe for customer referrals to enhance relationships and drive business growth.
• Communicate ROI and performance metrics effectively to clients on a regular cadence.
• Learn, in detail, the services and product offerings Lasso Up can provide customers and make appropriate recommendations to customers based on their desired outcome.
• Have experience with stakeholder management and vendor management.

Project Management

• Manage the scope, budget, and timeline of client deliverables.
• Coordinate with internal Lasso Up teams and external vendors to assign tasks and ensure timely execution.
• Document and communicate client requirements clearly using project management tools like Teamwork. Previous experience in JIRA, Azure Dev Ops, Asana, or Monday will suffice.
• Address scope changes or escalations by providing clear options (scope, timeline, or cost adjustments) to clients.
• Utilize tools such as SEMrush, Google Analytics, and CallRail to track and analyze project performance.
• Lead the marketing strategy and implementation across inbound marketing channels. This includes campaigns such as local and national SEO strategies, digital advertising, social media, email marketing campaigns, and various assets of marketing management.
• Utilize lead generation and ROI reporting to ensure alignment with client objectives.
• Develop tailored strategies for diverse client types, focusing on lead generation, nurturing, and conversion.
• Collaborate with content teams to plan, optimize, and execute impactful marketing initiatives.
• Identify strategy pathways for key customer types, including local service company businesses v. B2B commerce.
• Conduct regular client meetings, preparing materials that address key metrics and deliverables, like quarterly reports and monthly snapshot presentations.
• Lead effective presentations, with a clear purpose, snapshot reporting, and call to action, tailored to your customer type.
• Address client concerns with professionalism and empathy, taking ownership of issues and driving collaborative solutions.
• Document all client communications and ensure updates are clearly communicated.
• Experience working with demanding customers and comfortable mitigating difficult conversations.

Required Skills and Qualifications:

• Proven experience in customer success, account management, or project management roles in a marketing agency setting or equivalent.
• Strong understanding of digital marketing, including SEO, content strategy, and lead generation.
• Excellent communication and presentation skills with a client-first mindset.
• Proficiency with tools like Teamwork (or another project management tool), HubSpot (or equivalent marketing ), and SEMrush.
• Strategic thinking with an ability to analyze data and deliver actionable insights.
• Collaborative, solution-oriented approach with a focus on exceeding client expectations.
• Proficiency in either Google Suite or Microsoft Suite Products.

Preferred Qualifications:

• Experience with inbound marketing and content creation workflows.
• Familiarity with AI tools like ChatGPT and Mailchimp.
• Certification in project management, digital marketing tools, and HubSpot is a plus.
• Understanding of Google Analytics, CallRail, and Canva.
• Experience working in digital marketing previously, or a related sector such as a tech or design field.

Why Join Us?

We are a fully remote company offering generous flexibility and work-life balance. Our core values are as follows:

• Lead and Respond with Positivity
• Over-Communicate
• Take Extreme Ownership
• Be a Problem Solver
• Maintain a Growth Mindset
• Keep it Simple

At Lasso Up, we value innovation, collaboration, and a relentless drive for success. As a CSM, you will play a critical role in shaping client relationships, delivering measurable results, and contributing to the growth of our business.

Our philosophy is to provide exceptional value to our customers while making sure we focus time on replenishing our inner vitality. Prioritizing your health to maintain a positive attitude and motivation is important.

Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and how they align with Lasso Up’s mission.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Marketing Services

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