Customer Success Manager in Digital Marketing Agency

Customer Success Manager Digital Marketing Agency

Role Type: Full-Time
Location: Remote
Salary Range: 8-11 LPA, depending on experience
Department: Client Success / Account Management

**About the Role**

We are looking for an experienced Customer Success Manager to become the main point of contact for a portfolio of digital marketing clients.

You will be responsible for managing client relationships across SEO, Google Ads, website builds, and broader digital marketing campaigns. At any given time, you may be looking after approximately 1530 client accounts, depending on the size, complexity and service mix of the portfolio.

This role requires someone who is confident speaking with business owners, directors, managers and key decision makers. You must be able to explain campaign performance clearly, educate clients on digital marketing success, coordinate internal deliverables, and ensure each client feels informed, supported and professionally managed.

Experience working with Australian businesses, Australian agency clients or Australian digital marketing campaigns will be highly regarded. The ideal candidate will understand the expectations of Australian business owners and be comfortable communicating professionally with clients in the Australian market.

Key Responsibilities

• Act as the main day-to-day contact for a portfolio of client accounts.
• Manage client relationships across SEO, Google Ads, website builds and other digital marketing services.
• Look after approximately 15–30 accounts at any given time.
• Conduct dedicated monthly client sessions to review campaign results, explain progress and discuss next steps.
• Educate clients on digital marketing performance, realistic expectations, campaign strategy and growth opportunities.
• Review SEO reports, Google Ads reports, website project updates and campaign deliverables before communicating with clients.
• Coordinate with internal service delivery teams, including SEO specialists, Google Ads specialists, web designers, developers, copywriters and project coordinators.
• Ensure client requests, deliverables and campaign actions are clearly briefed to the relevant internal team members.
• Follow up on deadlines and make sure work is completed on time.
• Keep clients regularly updated on campaign progress, project milestones, outstanding items and next actions.
• Identify risks, concerns or client dissatisfaction early and escalate when required.
• Maintain strong client relationships and help improve client retention.
• Prepare meeting notes, action items and follow-up communication after client calls.
• Ensure all client communication is professional, accurate and timely.
• Support upsell and growth opportunities where appropriate by identifying additional services that may benefit the client.
• Maintain internal CRM/project management updates so the wider team has visibility over client status.
• Ensure client invoices are current and up to date.

Required Experience

• Previous experience in a Customer Success Manager, Account Manager, Client Success, Digital Account Manager or Client Relationship Manager role.
• Experience working in a digital marketing agency or managing digital marketing clients is strongly preferred.
• Experience working with Australian businesses, Australian agency clients or Australian digital marketing campaigns is highly preferred.
• Understanding of SEO, Google Ads, website builds and general digital marketing strategy.
• Ability to confidently communicate with business owners and key decision makers.
• Experience managing multiple accounts, priorities and deadlines at the same time.
• Strong verbal and written communication skills.
• Strong time management and project coordination skills.
• Ability to explain campaign results in a simple, clear and professional way.
• Ability to manage client expectations and keep clients informed throughout the campaign lifecycle.
• Comfortable working with internal delivery teams to coordinate tasks and outcomes.

Must-Have Skills

• Client relationship management
• SEO understanding
• Phone and email skills
• Google Ads understanding
• Website project coordination
• Digital marketing reporting
• Australian client or Australian agency experience preferred
• Strong written English
• Confident and strong verbal communication
• Meeting management
• Time management
• Deadline management
• Internal team coordination
• Problem-solving and a can-do attitude
• Attention to detail and ability to work autonomously
• Ability to manage 15–30 client accounts
• Ability to deal with business owners and senior decision makers

Ideal Candidate

The ideal candidate is organised, confident, professional and highly client-focused. You are someone who is hungry to succeed, enjoy speaking and creating strong working relationships with clients, deal extremely well with pressure and fast-paced requests and have a can-do attitude with an eagerness to continually expand your skills.

You do not need to be the person physically doing every SEO task, Google Ads optimisation or website development task, but you must understand these services well enough to communicate clearly with clients, ask the right questions internally, follow up on delivery, and explain campaign performance.

You should be comfortable leading client meetings, presenting results, managing expectations and making sure clients always know what is happening with their campaigns.

You must also be proactive. We are looking for someone who does not wait for the client to chase updates, but instead keeps clients informed, follows up with the team, manages deadlines and makes sure accounts are being looked after properly.

The ideal person will also have experience working with Australian clients or Australian digital agencies, and understand the level of communication, professionalism and responsiveness expected when dealing with Australian business owners.

Monthly Client Management Expectations

For each client portfolio, you will be expected to:

• Maintain regular communication with clients.
• Schedule and conduct monthly campaign review sessions.
• Review campaign performance before each client meeting.
• Explain what has been completed, what results have been achieved and what is planned next.
• Renew marketing agreements as well as upgrade packages
• Cross-selling to expand marketing channels to reach business goals
• Coordinate required work with the delivery team.
• Track outstanding actions and deadlines.
• Ensure clients feel supported, informed and valued.
• Escalate risks before they become major issues.

Key Performance Indicators

Success in this role will be measured by:

• Client retention
• Account growth and upsell opportunities
• Client satisfaction
• Timely client communication
• Monthly review meetings completed
• Accuracy and quality of client updates
• Internal task coordination
• Deadline follow-through
• Reduction in client complaints/escalations
• Quality of meeting notes and follow-up actions

Tools & Platforms

Experience with the following will be highly regarded:

• Google Analytics 4
• Google Search Console
• Google Ads
• Google Business Profile
• SEO reporting tools
• Project management systems such as Asana, Monday.com, ClickUp or similar
• CRM systems
• WordPress or website CMS platforms
• Google Workspace
• Reporting dashboards

Salary

The salary range for this role is 8–11 LPA, depending on experience, communication ability, digital marketing knowledge, account management experience and exposure to Australian clients or Australian agency environments.

Candidates with strong Australian agency experience, excellent English communication skills and proven ability to manage multiple client accounts independently will be considered at the higher end of the range.

How to Apply

Please submit your resume and include examples of:

• Client portfolios you have managed
• Types of digital marketing campaigns you have worked with
• Number of accounts you have managed at one time
• Experience with SEO, Google Ads or website projects
• Experience working with Australian clients or Australian agencies
• Examples of how you have improved client retention, communication or campaign outcomes