Customer Success Manager - SEO (Remote)

**Customer Success Manager (CSM)** **Location:** Remote **Hours:** Full\-time **About the Role** We are looking for an experienced, proactive and highly personable Customer Success Manager (CSM) to manage client relationships, support customer retention and identify opportunities for account growth within a digital marketing business specialising in Google and AI optimisation. The successful candidate will manage a portfolio of approximately 60–80 client accounts, acting as the main point of contact throughout the customer journey. You will build strong relationships, monitor account performance, deliver progress updates and ensure clients understand the value of the services they receive. This role requires a combination of excellent relationship management, strong organisational skills and commercial awareness. You should be confident communicating with clients, identifying potential concerns before they escalate and recognising opportunities to improve engagement, retention and revenue. An understanding of SEO (Search Engine Optimisation), AI optimisation (AIO) and website audits would be highly desirable. **You will not be responsible for implementing SEO strategies or carrying out technical SEO work.** These activities are completed by dedicated SEO specialists and software. Your role will be to understand the work being delivered, interpret the results and communicate progress, insights and recommendations to clients in a clear and accessible way. Training on the company's products, platforms and processes will be provided where required. **Key Responsibilities** **Client Relationship Management** * Manage a portfolio of approximately 60–80 client accounts, acting as the primary point of contact via email, telephone and Microsoft Teams. * Build and maintain strong, long\-term client relationships, ensuring customers feel supported, informed and valued. * Prepare for and lead approximately 2–3 client meetings per day, with an anticipated 10–12 calls per week alongside other responsibilities. * Schedule regular client meetings, including bi\-monthly reviews, and manage all related preparation, follow\-up actions and correspondence. * Respond to ad hoc client queries promptly and professionally, taking ownership of issues through to resolution. **Reporting and Performance Reviews** * Prepare and deliver monthly progress updates, performance reports and client presentations. * Use HubSpot, internal software platforms and manual checks to review account performance and prepare progress slide decks ahead of client meetings. * Present data, explain results and communicate key insights in a clear, client\-friendly manner. * Discuss SEO and AI optimisation activity, explaining the purpose and importance of the work being undertaken by the specialist teams. * Develop a working understanding of SEO, AIO and website audits to help interpret findings, explain key headlines and answer general client questions. * Record meeting outcomes, agree next steps and ensure actions are followed up within the appropriate timeframes. **Customer Engagement and Retention** * Monitor client engagement and account performance to identify potential risks to customer satisfaction or retention. * Work collaboratively with the wider Customer Success team to develop and implement plans to re\-engage clients through email, telephone or Teams meetings. * Proactively address concerns, manage expectations and help resolve issues before they escalate. * Identify opportunities to strengthen customer relationships, improve engagement and demonstrate ongoing value. * Support client renewals and identify appropriate opportunities for upselling additional services or upgrading existing packages. **Account Management and KPIs** * Take ownership of a portfolio of accounts, maintaining accurate records and keeping track of progress across business platforms. * Work towards individual and team KPIs relating to completed activities, client retention, upselling and overall performance. * Participate in daily and weekly meetings with the line manager to review progress, performance, risks and opportunities. * Communicate potential account risks and commercial opportunities to the line manager, contributing to action plans that support retention and account growth. * Manage a dynamic workload effectively, balancing planned client reviews and administrative responsibilities with reactive customer needs. **What We're Looking For** * Previous experience in Customer Success, Account Management, Client Services or a similar client\-facing role. * The ability to manage a substantial portfolio of client accounts, ideally with experience managing multiple businesses throughout their contract lifecycle. * Excellent written and verbal communication skills, with the confidence to lead client meetings, present information and build rapport. * Strong relationship\-building skills and the ability to communicate professionally with clients at different levels. * A proactive, customer\-focused approach, with the ability to anticipate client needs and address potential issues early. * Excellent organisational and administrative skills, including diary management, meeting coordination, reporting and follow\-up. * The ability to prioritise effectively, balancing scheduled tasks with changing daily requirements. * Commercial awareness and the confidence to identify opportunities for renewals, upselling and account growth. * Strong analytical and problem\-solving skills, with the ability to interpret data and communicate meaningful insights. * Confidence using CRM systems, ideally HubSpot, alongside Microsoft Office, Microsoft Teams and other online business platforms. * The ability to work independently while collaborating effectively with colleagues across Customer Success, SEO and other teams. * A positive, solutions\-focused attitude and a genuine commitment to delivering an excellent customer experience. **Desirable Experience** * An understanding of SEO and how search engine optimisation supports business growth. * Familiarity with AI optimisation (AIO), digital marketing services or website audits. * Experience interpreting performance reports and presenting results to clients. * Experience working towards customer retention, revenue growth or upselling targets. **What Success Looks Like** Success in this role means maintaining strong client relationships, ensuring customers understand the work being delivered and helping them recognise the value of the services they receive. You will stay informed about activity across your portfolio, communicate performance clearly, identify potential concerns early and take ownership of the actions needed to support customer satisfaction and retention. By working closely with the SEO specialists and wider team, you will help clients understand their results while identifying opportunities to strengthen relationships, retain accounts and grow existing business. **Ideal Personality** We are looking for someone who is warm, confident, organised, proactive and commercially minded, with a genuine passion for customer success. You should be comfortable picking up the phone, leading client conversations, explaining information clearly and taking responsibility for getting things done. The ideal candidate will combine a personable approach with a structured, results\-driven mindset and the ability to manage a busy portfolio without losing sight of individual client needs. Job Type: Full\-time Application Question(s): * What salary range are you expecting for this type of role? Education: * Bachelors (Required) Work Location: Remote