Customer Success Manager

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Trivium Group

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2021

🤝 B2B

🛍️ eCommerce

🏪 Place de marché

B2B • eCommerce • Marketplace

Trivium Group est une agence de marketing à service complet orientée sur Amazon qui aide les marques de consommation à développer leurs activités de manière rentable sur Amazon et les marketplaces associées. Ils sont spécialisés dans la gestion de comptes Amazon, la publicité PPC, la gestion de campagnes DSP, l'optimisation créative (contenu A+, images, rédaction) et le support TikTok Shop, avec une approche axée sur le profit et une vaste expérience dans les biens de consommation courante, la santé et le bien-être, et les compléments alimentaires. Trivium combine des analyses basées sur les données, des stratégies sur mesure et une supervision attentive par des stratèges pour améliorer les conversions, réduire les coûts publicitaires et stimuler la croissance à long terme des marques vendant sur les marketplaces de commerce électronique.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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