Job Title: Customer Success Manager
Location: Remote (EST Time Zone)
Work Schedule: Monday - Friday, 9:00 AM to 5:30 PM (EST)
NOTE: INDEPENDENT CONTRACTOR POSITION
Company Overview:
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.
About the Company:
Sagan collaborates with high-growth companies to provide exceptional customer service and strategic account management solutions. We work with clients to ensure they achieve their business goals through tailored strategies, clear communication, and outstanding service.
Position Overview:
Were looking for an experienced Customer Success Manager (CSM) to join our team and manage client relationships for our Google Ads accounts. The ideal candidate will have a strong understanding of Google Ads, excellent communication skills, and a proven ability to deliver client success through strategic account management. As the main point of contact for our clients, you will ensure their advertising goals are met, campaigns are optimized, and satisfaction remains high.
Key Responsibilities:
- Client Management: Serve as the primary contact for assigned clients, building strong relationships and ensuring their goals are understood and met.
- Campaign Strategy: Collaborate with media buyers and account managers to develop, present, and execute Google Ads strategies that align with client objectives.
- Performance Monitoring: Regularly review and analyze campaign performance, providing actionable insights and recommendations for optimization.
- Reporting: Deliver clear and concise reports on campaign performance, key metrics (ROAS, CTR, CPC), and future strategy to clients.
- Problem Solving: Address and resolve client concerns or performance issues by working closely with internal teams to provide quick solutions.
- Client Education: Educate clients on Google Ads best practices, optimization techniques, and updates to ensure they understand how campaigns align with their business goals.
- Retention & Growth: Proactively identify opportunities to enhance client performance and satisfaction, aiming to increase retention and upsell additional services where appropriate.
Video Introduction Request:
To help us better understand your experience and fit for the role, we ask that you submit a short video introduction. In your video (5-7 minutes), please cover the following:
- Introduction: Briefly introduce yourself and your professional background.
- Experience: Walk us through your experience managing multiple client accounts, especially in e-commerce. Highlight specific examples where youve managed and optimized Google Ads accounts to meet or exceed client goals.
- Tools & Reporting: Discuss your experience using project management and communication tools to manage client projects and reporting. How do you maintain organization and ensure clear communication across various accounts?
- Google Ads Expertise: Share your hands-on experience with Google Ads. Explain your approach to scaling new e-commerce brands from scratch and achieving target ROAS for different accounts.
- Strategic Thinking: Describe how you develop new strategies for accounts. Provide an example of a successful strategy you implemented to scale a brand.
- Client Interaction: Explain how you manage interactions with multiple clients, handle challenges, and ensure client satisfaction.
- Personality & Fit: Share a bit about your personality. What makes you passionate about digital marketing, and why do you think youd be a great fit for this role?
This video will help us understand your expertise, personality, and approach to managing Google Ads accounts and client relationships.
Qualifications:
- Experience: 3+ years of experience in Google Ads account management or customer success roles, with a proven track record of managing client relationships.
- Technical Knowledge: Strong understanding of Google Ads, including campaign setup, optimization, and advanced features (GTM, GMC, etc.).
- Analytical Skills: Ability to interpret campaign data and performance metrics to make strategic decisions and recommendations.
- Communication: Excellent verbal and written communication skills to convey complex data in a client-friendly manner.
- Client-Focused: A proactive and solution-oriented mindset, ensuring client needs are anticipated and addressed promptly.
- Organizational Skills: Ability to manage multiple clients, projects, and priorities effectively.
Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and intro video in English format.
