Customer Success Manager

Customer Success Manager

Location:

Remote (LATAM, South Africa, or Philippines)

Compensation:
* Starting compensation: USD $1,500/month
* Compensation reviewed after first 3 months based on performance
* Performance bonuses begin from Day 1

Industry:

B2B Podcast Production / Media Services / Content Marketing

Schedule:

Full-time | Mandatory ET Core Hours 173hr/month

About the Company

Our client is a rapidly growing B2B podcast production and content marketing company helping business leaders leverage podcasting as a scalable customer acquisition and authority-building platform.

The company operates in a fast-paced startup environment focused on:
* client success
* operational execution
* relationship management
* scalable onboarding systems
* long-term customer retention
They are seeking a highly organized and proactive Customer Success Manager to serve as the primary relationship owner for clients throughout their engagement lifecycle.

Role Overview

The Customer Success Manager will act as the central communication hub between clients and internal production teams.

You will be responsible for:
* onboarding new clients
* maintaining client satisfaction
* managing ongoing communication
* coordinating internal execution
* ensuring successful delivery outcomes
Success in this role is measured by:
* client retention
* responsiveness
* onboarding quality
* client satisfaction
* operational organization
* proactive communication

Key Responsibilities

Client Relationship Management
* Serve as the primary point of contact for assigned clients
* Build strong long-term client relationships
* Conduct regular client check-ins and progress reviews
* Address client concerns quickly and professionally
* Ensure clients remain aligned on timelines, deliverables, and expectations
* Identify opportunities for account growth and retention

Client Onboarding & Coordination
* Lead onboarding processes for new podcast production clients
* Gather assets, requirements, and onboarding documentation
* Coordinate between clients and production teams
* Set onboarding timelines and manage implementation milestones
* Train clients on workflows, communication processes, and platforms

HubSpot CRM & Operational Management
* Maintain accurate client records inside HubSpot CRM
* Track communication, deliverables, and engagement activity
* Manage follow-ups, reminders, and client workflows
* Monitor client health and engagement metrics
* Generate reports related to retention and customer success KPIs

Cross-Functional Collaboration
* Coordinate closely with production, creative, and leadership teams
* Support communication between clients and operational stakeholders
* Collaborate with sales teams on renewals and upsell opportunities
* Escalate client risks or delivery concerns proactively

Required Skills & Experience

Hard Skills
* 3+ years of experience in customer success, account management, or client services
* Strong HubSpot CRM experience
* Excellent written and verbal English communication
* Experience managing multiple client relationships simultaneously
* Strong organizational and project coordination abilities
* Experience conducting onboarding and client training sessions
* Comfortable working in remote startup environments

Preferred Experience
* Experience in B2B SaaS, media, marketing, or professional services
* Familiarity with podcast production or content marketing
* Experience with ClickUp or similar project management platforms
* Experience supporting founders, agencies, or fast-growth businesses
* Experience creating SOPs, onboarding guides, training videos, or process documentation

Soft Skills & Traits

Relationship-Oriented

You naturally build trust and maintain strong client relationships.

Proactive Communicator

You stay ahead of issues, provide regular updates, and maintain strong responsiveness.

Organized & Process-Driven

You thrive in environments requiring coordination across multiple moving parts.

Calm Under Pressure

You remain composed and solutions-oriented when priorities shift quickly.

About the Candidate

You are highly organized, personable, and operationally strong. You enjoy helping clients succeed while keeping projects aligned internally.

You understand how to balance empathy, structure, and accountability while operating in a fast-moving startup environment.

The company strongly prefers candidates who:
* are quick learners
* communicate confidently with founders and executives
* embrace ownership and accountability
* are comfortable wearing multiple hats
* adapt quickly to new tools and workflows
* genuinely enjoy helping clients succeed

Additional Operational Notes
* Candidates must be comfortable using productivity/time-tracking software
* Compensation is tied to productive tracked hours and KPI performance
* Strong spoken English presence and executive-level communication confidence are critical
* Candidates should be comfortable coaching and guiding bu