CUSTOMER SUCCESS MANAGER (CSM)

We’re looking for a Customer Success Manager (CSM) to track client KPIs, provide reports, and ensure strong client communication to maximize campaign success and retention.

RESPONSIBILITIES:

A. KPI TRACKING & ANALYSIS
1. Update KPIs daily using Meta Ads Manager & client data.
2. Monitor campaign performance & flag underperforming ads.
3. Categorize clients based on performance:
- GREEN – Meeting goals
- YELLOW – Needs minor optimizations
- RED – Needs immediate action

B. REPORTING & CLIENT COMMUNICATION
1. Daily Internal KPI Report – Summary of trends & action steps.
2. Weekly Client Reports (Every Monday) – Covers Ad Spend, CPL, CTR, opt-in rates, lead-to-booking rates & optimizations.
3. Regular Client Check-ins – Answer questions & ensure they understand their reports.


C. CAMPAIGN OPTIMIZATION & CLIENT RETENTION
1. Monitor & improve campaigns – Track CTR, CPL, opt-in rates & adjust as needed.
2. Prevent churn – Identify at-risk clients & proactively suggest optimizations.
3. Manage renewals – Track contracts & provide performance summaries to encourage renewals.


D. SYSTEMS & DOCUMENTATION
1. Maintain & improve KPI tracking systems (Google Sheets/Notion).
2. Educate clients – Create Loom video guides on reading reports & improving KPIs.
3. Attend Weekly KPI Meetings (Monday 1 PM CST) to discuss client progress.


WHAT YOU’LL DO
- Track & report KPIs to keep campaigns optimized.
- Deliver clear, actionable weekly reports to clients.
- Ensure clients understand their KPIs & feel supported.
- Flag & troubleshoot underperforming campaigns.
- Track renewals & prevent client churn.

This role is key to helping clients see results, stay informed & continue working with us while keeping KPI tracking smooth & efficient.

TO APPLY: Send your resume + brief experience in KPI tracking, client reporting, or ad campaign management.