Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
About the role
- Customer Success Manager translating SEO, AI search and PPC performance into measurable client outcomes. Driving retention, reporting, projects and expansions for Measure Marketing's B2B clients.
Responsibilities
- Act as each client's trusted partner and main point of contact
- Run check-ins, monthly reviews and quarterly reviews that demonstrate progress and establish the next 90-day sprint
- Handle escalations and drive fast, accountable fixes
- Explain AI search shifts, AI Overviews, zero-click results and citations in ChatGPT and Perplexity
- Read Google Ads and Microsoft Ads performance, including spend, CPC, conversions and cost per lead
- Connect GEO, AEO, SEO and PPC to visibility, qualified traffic, leads and cost per lead
- Link content plans to client goals and identify search and AI-engine gaps
- Identify traffic or ad-click growth without corresponding lead growth and drive CRO fixes with the web team
- Turn GA4, Search Console, Google Ads, agency reporting tools and HubSpot data into monthly value stories
- Use AI to draft reports, summarize calls and identify patterns while verifying outputs
- Score account health, run recovery plans for Yellow or Red accounts and escalate accounts remaining Red for more than 30 days
- Pass expansion opportunities to the growth team
- Turn success plans into ClickUp projects with owners, milestones and deadlines
- Coordinate SEO, PPC, content, web and development teams while protecting scope and margin
- Automate repetitive reporting and follow-ups with AI and workflow tools
Requirements
- 3+ years in customer success or account management at a digital marketing agency, SEO/SaaS company or similar B2B service business
- Working understanding of SEO and PPC, including Google Ads and Microsoft Ads
- Curiosity and early knowledge of AI search, GEO and AEO
- Comfort reading GA4, Search Console and dashboard data and explaining what changed and why
- Proven ability to turn data into a clear, persuasive story for business owners and executives
- Hands-on experience with ChatGPT, Claude or Gemini for research, reporting and communication, with judgment to check output
- Experience running projects in ClickUp or similar tools such as Asana or Monday
- Experience keeping a CRM such as HubSpot clean
- Confidence handling tough conversations, pushback, scope creep and at-risk renewals
- Professional fluency in written and spoken English with North American clients
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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