Job Title: Customer Success Manager Position Type: Full Time Working Hours: EST About Pavago: At Pavago, we are hiring for one of our clients in the digital marketing and SEO industry. This role is ideal for relationship-driven professionals with strong account management skills, who understand how SEO and website services work in the ecommerce space. You’ll be the trusted partner for US-based B2C ecommerce clients—ensuring their needs are met, expectations are exceeded, and they remain long-term, satisfied partners. While you won’t be executing SEO yourself, your ability to understand strategy, explain results, and coordinate with internal teams will be essential to success. Responsibilities: Account Management & Relationship Building - Serve as the main point of contact for assigned US-based ecommerce clients, fostering strong and lasting relationships. - Understand client business goals, challenges, and priorities, ensuring strategies align with their vision. - Conduct regular check-ins via Zoom or Slack to provide updates, gather feedback, and maintain engagement. Client Retention & Satisfaction - Proactively address client concerns and identify opportunities to enhance service value. - Monitor account health and take action to ensure high client retention and satisfaction. - Guide clients through renewals, upsells, and service expansion discussions. Campaign Oversight (SEO & Website Services) - Oversee delivery of SEO and website service projects in collaboration with internal teams. - Ensure strategies are executed on time, meet quality standards, and align with client objectives. - Translate technical SEO and website performance insights into clear, actionable recommendations for clients. Collaboration & Internal Coordination - Work closely with SEO specialists, developers, and content teams to ensure smooth execution of client deliverables. - Provide internal teams with accurate client feedback, priorities, and timelines. Performance Reporting & Insights - Review reports from Google Analytics, Google Search Console, and other tools to understand campaign results. - Highlight trends, wins, and areas for improvement in a way that clients can easily understand. What Makes You a Strong Candidate: - Account Management Expert: Proven success managing B2C ecommerce clients and maintaining strong long-term partnerships. - SEO & Website Service Understanding: You can confidently discuss how SEO works, key performance metrics, and website optimization basics. - Retention Focused: You know how to keep clients engaged, happy, and renewing their contracts. - Clear Communicator: Able to explain complex concepts in simple terms and maintain professional communication aligned with US client expectations. - Organized & Detail-Oriented: Skilled at managing multiple accounts and keeping track of deliverables. - Tech-Savvy: Comfortable using tools like Zoom, Slack, Zoho, and Kixie for communication and task management. Required Experience and Skills: - 3–5 years of experience in account management or client success within a digital marketing or SEO agency. - Understanding of ecommerce platforms, particularly Shopify. - Knowledge of SEO principles and website optimization. - Proficiency with Google Analytics and Google Search Console. - Strong verbal and written communication skills with a neutral accent. - Prior experience working with US-based B2C clients. What Does a Perfect Day Look Like?: You start your morning reviewing performance updates for your accounts, then hop on a Zoom call to discuss campaign results with a client. You check in with the SEO team to ensure a site audit is on track, and later that afternoon, you help onboard a new ecommerce client—setting expectations and getting them excited about the journey ahead. Every interaction you have helps strengthen client trust and retention. Interview Process: - Initial Phone Screening – Quick discussion about your background and fit. - Video Interview – Deeper dive into your account management style and digital marketing knowledge. - Client Interview – Meeting with the client to confirm alignment. - Background Checks – Verification of prior work and references. Ready to Apply?: If you’re passionate about building strong client relationships, driving retention, and ensuring ecommerce brands succeed through SEO and website services, we’d love to hear from you.