Customer Success Manager
- Trivium
Job Description
Customer Success Manager (CSM) – Remote
Location: 100% Remote (Eastern Time Zone)
Salary: $2,500–$3,500 per month, based on experience
Employment Type: Full-Time
About Us
Roofer Marketing Solutions is a fast-growing marketing agency specializing in roofing contractors and construction businesses. Our mission is to deliver outstanding SEO and social media marketing results for our clients while building a collaborative, fun, and high-performing team culture.
This is a unique opportunity to join a dynamic and growing team, take ownership of the Customer Success function, and help scale our client success operations while building your own career path within the company.
Key Responsibilities
- Onboard new clients following the sales process and introduce them to our services.
- Serve as the main point of contact for clients, providing guidance, updates, and support.
- Conduct weekly and monthly client meetings, depending on service type (Social Media vs. SEO)
- Ensure client retention by proactively addressing issues and providing solutions.
- Collaborate with internal teams (marketing, fulfillment, operations) to meet client goals.
- Track and report on client progress and performance metrics.
- Escalate issues as needed and manage difficult client interactions with confidence and professionalism
- Contribute to process improvements and build out SOPs for the CSM function.
- Mentor future CSM team members as the department grows.
Requirements
Required:
- 3+ years of experience as a Customer Success Manager, Account Manager, or Client Success Specialist, preferably in a marketing agency environment.
- Strong understanding of digital marketing, SEO, and social media advertising, including Facebook Ads.
- Excellent communication, negotiation, and client management skills.
- Ability to handle challenging client situations with professionalism and assertiveness.
- Experience with tools like GoHighLevel, Asana, Slack, and other CRM/project management tools.
- Highly proactive, detail-oriented, and able to work independently.
- Passionate about delivering high-quality client results.
Preferred:
- Experience working with contractors or service-based clients.
- Leadership experience or interest in growing into a senior CSM role.
Benefits
Why Join Us
- Fully remote work with flexible schedule within Eastern Time.
- Opportunity to build and lead your own team in the future.
- Exposure to high-level client success and agency operations.
- Supportive, fun, and high-energy team culture.
- Opportunity to shape processes and make the role your own.
