Customer Success Manager

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Trivium Group

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51 - 200 Mitarbeiter

Gegründet 2021

🤝 B2B

🛍️ eCommerce

🏪 Marktplatz

B2B • eCommerce • Marketplace

Trivium Group ist eine Full-Service-Marketingagentur mit Fokus auf Amazon, die Konsumgütermarken dabei unterstützt, auf Amazon und verwandten Marktplätzen profitabel zu skalieren. Sie sind spezialisiert auf Amazon-Kontoverwaltung, PPC-Werbung, DSP-Kampagnenmanagement, kreative Optimierung (A+ Inhalte, Bilder, Texte) und TikTok Shop-Unterstützung, mit einem gewinnorientierten Ansatz und umfassender Erfahrung in den Bereichen Konsumgüter, Gesundheit & Wellness sowie Nahrungsergänzungsmittel. Trivium kombiniert datengesteuerte Analysen, maßgeschneiderte Strategien und die Aufsicht durch erfahrene Strategen, um Konversionen zu verbessern, Werbekosten zu senken und das langfristige Wachstum von Marken auf E-Commerce-Marktplätzen zu fördern.

Beschreibung

• Own the end-to-end onboarding process for new clients — set expectations, establish communication cadence, and ensure a smooth launch • Introduce clients to the team, tools, and processes with confidence and clarity • Ensure every new client feels taken care of from day one • Serve as the primary point of contact for your entire client portfolio (~30 accounts) • Conduct regular check-in calls and monthly performance reviews with clients • Keep clients informed, aligned, and confident in their campaigns at all times • Proactively flag issues before clients notice them — always stay one step ahead • Work closely with the media buying team of four to align on campaign strategy and performance • Coordinate between clients and media buyers — translate client feedback into actionable direction • Attend and co-lead end-of-month strategy calls alongside the founder and media buyers • Own churn prevention — proactively identify at-risk clients and take action before they escalate • Drive client satisfaction and relationship quality across your entire portfolio • Identify natural upsell opportunities (e.g., appointment booking add-on) and surface them at the right time • Collect testimonials, referrals, and Google reviews from satisfied clients • Manage client communication across calls, emails, and messaging platforms • Keep ClickUp tasks and client records up to date and organized at all times • Ensure nothing falls through the cracks — ever

🎯 Anforderungen

• 1–4 years of experience in Client Success, Account Management, or a client-facing role • Proven ability to manage multiple client accounts simultaneously • Background in a digital marketing agency environment is a strong plus • Experience in the trades or home services industry is a bonus — but not required • Working knowledge of Meta Ads (Facebook/Instagram) — enough to answer client questions confidently • Familiarity with Google Ads concepts and basic digital marketing metrics • Ability to read performance data and translate it into clear, plain-English conversations • Exceptional verbal communication — clear, confident, and professional on video calls • Native or near-native English fluency — our clients are blue-collar US business owners • Highly coachable — you absorb feedback fast and apply it immediately • Ownership mentality — you don't wait to be told; you figure it out • Performance-driven — you care about results as much as relationships • Calm under pressure — when a client is frustrated, you are the steady hand • Team-first attitude — you thrive in a collaborative, fast-moving environment

🏖️ Vorteile

• Schedule: Flexible overall — as long as work gets done. Client-facing calls must fall within business hours, typically 10AM–7PM EST to accommodate PST clients. • Location: Fully remote. US or Canada-based strongly preferred. Candidates outside North America will be considered if they are native-level English speakers with no detectable accent on calls. • Compensation: $55,000–$60,000 USD base + performance-based bonuses • Reports To: Founder Daniel Pereira, directly • Team: Working alongside a dedicated team of 4 media buyers