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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.
Please submit your CV and salary expectations via the application form: https://forms.gle/HExPbU7xj6LaxMzT8
Key Responsibilities
Team Leadership & Supervision
Lead and supervise the Customer Success team on daily operations and client deliverySupport CSMs in project prioritization, client communication, and escalation managementReview project quality, delivery consistency, and overall client healthMentor and onboard new CSMsHelp improve internal processes, workflows, and service quality standardsCollaborate closely with SEO, PPC, content, analytics, and leadership teamsStrategic Client Management
Personally manage 2–3 strategic/high-priority client accountsLead high-level strategy discussions and executive client communicationHandle complex escalations and challenging client situationsEnsure client projects remain aligned with business goals and performance expectationsPerformance & Operational Oversight
Monitor retention, delivery quality, account health, and team performanceSupport upsell and cross-sell initiatives across key accountsIdentify operational bottlenecks and proactively improve workflowsEnsure 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 rolesStrong experience in a B2B digital marketing agency or consultancy environmentStrong exposure to digital marketing services, especially PPC (LinkedIn Ads and Google Ads) and analyticsExperience managing complex client relationships and cross-functional teamsPrevious experience mentoring or leading team membersSkills
Strong leadership and stakeholder management skillsExcellent prioritization and organizational abilitiesStrong analytical mindset and critical thinking skillsAbility to manage difficult client situations calmly and strategicallyHigh level of ownership, accountability, and decision-making confidenceAbility to balance strategic thinking with operational executionTechnical & Tools
Familiarity with Google Analytics, Ahrefs, SEMrush, Agency Analytics, or similar toolsStrong experience with project management systems (ClickUp preferred)Proficiency with Google Workspace and reporting toolsLanguageFluent English with excellent verbal and written communication skills
Soft Skills
Strong leadership presence and ability to influence teams positivelyHigh emotional intelligence and professional composure under pressureProactive, solution-oriented mindsetAdaptability in fast-changing environmentsStrong sense of ownership and accountability_________________