Customer Success Lead

We are looking for a Lead Customer Success Manager who can combine strategic client leadership with strong team management and operational oversight.

This role is focused on ensuring high-quality client delivery across the Customer Success department while helping the team continuously improve performance, communication quality, and project execution standards.

You will work directly with 2–3 high-priority strategic clients, while primarily focusing on leading, mentoring, and supervising the CSM team.

This role is ideal for someone with strong agency-side experience, advanced project management skills, leadership capabilities, and deep understanding of digital marketing services in B2B environments.

This is a fully remote, full-time role, working in a B2B (individual entrepreneur / self-employed) setup, with a preference for candidates based in or aligned with EU time zones.

Key ResponsibilitiesTeam Leadership & Supervision

• Lead and supervise the Customer Success team on daily operations and client delivery
• Support CSMs in project prioritization, client communication, and escalation management
• Review project quality, delivery consistency, and overall client health
• Mentor and onboard new CSMs
• Help improve internal processes, workflows, and service quality standards
• Collaborate closely with SEO, PPC, content, analytics, and leadership teams

Strategic Client Management

• Personally manage 2–3 strategic/high-priority client accounts
• Lead high-level strategy discussions and executive client communication
• Handle complex escalations and challenging client situations
• Ensure client projects remain aligned with business goals and performance expectations

Performance & Operational Oversight

• Monitor retention, delivery quality, account health, and team performance
• Support upsell and cross-sell initiatives across key accounts
• Identify operational bottlenecks and proactively improve workflows
• Ensure projects are delivered on time, at high quality, and with clear strategic direction

Requirements (Must-Have)Experience

• 3+ years in Customer Success, Account Management, Project Management, or agency leadership roles
• Strong experience in a B2B digital marketing agency or consultancy environment
• Strong exposure to digital marketing services, especially PPC (LinkedIn Ads and Google Ads) and analytics
• Experience managing complex client relationships and cross-functional teams
• Previous experience mentoring or leading team members

Skills

• Strong leadership and stakeholder management skills
• Excellent prioritization and organizational abilities
• Strong analytical mindset and critical thinking skills
• Ability to manage difficult client situations calmly and strategically
• High level of ownership, accountability, and decision-making confidence
• Ability to balance strategic thinking with operational execution

Technical & Tools

• Familiarity with Google Analytics, Ahrefs, SEMrush, Agency Analytics, or similar tools
• Strong experience with project management systems (ClickUp preferred)
• Proficiency with Google Workspace and reporting tools
• Language
• Fluent English with excellent verbal and written communication skills

Soft Skills

• Strong leadership presence and ability to influence teams positively
• High emotional intelligence and professional composure under pressure
• Proactive, solution-oriented mindset
• Adaptability in fast-changing environments
• Strong sense of ownership and accountability

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How to apply:

1. Submit your CV and salary expectations via the application form: https://forms.gle/HExPbU7xj6LaxMzT8
2. If there is a potential fit, we will:
3. invite you to a 15-minute screening interview, or
4. ask you to complete a test task
5. Attend an interview with our management team
6. Get a job with us! 😊🤝🏻