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About the Role
This player/coach position involves leading and developing the Customer Success Manager (CSM) team while managing your own book of business. You will serve as the strategic and technical backbone, guiding client SEO strategies, coaching CSMs, driving retention and upsell, and ensuring clients achieve measurable results. Expert-level, hands-on SEO knowledge is crucial for guiding sophisticated clients.
Responsibilities
- Create and implement CSM ROCKs and lead execution of the EOS framework.
- Support CSMs in client SEO strategy and implementation, including auditing and revising strategies.
- Collaborate with CSMs to develop upsell strategies aligned with quarterly revenue targets.
- Address and coach on client escalations to ensure satisfaction and retention.
- Conduct monthly churn post-mortem reviews to identify patterns and develop win-back strategies.
- Review HubSpot activity and address irregularities weekly.
- Conduct performance reviews and provide ongoing coaching and mentorship.
- Lead CSM hiring, focusing on SEO-literate talent.
- Implement and lead training sessions and development programs, including SEO best practices.
- Audit Slack and email communications for clarity and accuracy.
- Monitor and ensure completion of CSM daily responsibilities.
- Oversee and troubleshoot invoicing and billing procedures.
- Review potential credit or refund issues before escalation.
- Ensure the CSM team is well-versed in Search Atlas tools and SEO best practices.
- Stay ahead of algorithm updates, industry trends, and emerging SEO tools.
- Collaborate with the sales team to improve the sales-to-CSM handoff process.
- Provide feedback on new client issues that may relate to the sales process.
- Conduct quarterly reviews of risk and compliance policies with the CSM team.
- Manage your own book of business with a focus on SEO strategy, client satisfaction, and retention.
- Implement personalized SEO strategies and liaise directly with clients to enhance partnerships.
Requirements
- 3+ years of hands-on SEO experience at the agency or enterprise level.
- 2+ years of leadership experience in customer success or a similar client-facing role.
- Proven ability to build, coach, and develop high-performing teams.
- Experience managing client accounts and executing data-driven client strategies.
- Excellent communication, strategic thinking, and problem-solving skills.
- Proficiency with HubSpot, billing systems, and customer success tools.
- Ability to work cross-functionally with sales and other teams.
- Familiarity with Search Atlas or similar SEO platforms.
- Experience working with enterprise-level or Fortune 500 clients.
- Background in a SaaS or high-growth tech environment.
Skills
- Technical SEO
- On-page optimization
- Link building
- Content strategy
- HubSpot
- Billing systems
- Customer success tools
- SEO strategy
- Client satisfaction
- Retention
- Strategic thinking
- Problem-solving
- Communication
Location
- Fully remote within the US
Work Type
- Fully remote
- Full-time
Experience Level
- 3+ years of hands-on SEO experience
- 2+ years of leadership experience
Benefits
- Fully remote work
- Fully covered health, vision, and dental insurance (Aetna)
- Unlimited PTO
- Paid parental leave
- $100/quarter personal development budget
- LASIK eye surgery benefit (after 2 years)
- Pet health insurance through Lemonade (up to 2 pets)
- 401(k) plan through Deel
About the Company
- LinkGraph is part of the Search Atlas Group, an SEO software company and full-service digital agency focused on engineering products and services that help websites improve their performance on Google.
- We are a rapidly growing organization with clients from Fortune 500 companies to leading Silicon Valley tech startups.
- We are committed to fostering a healthy work-life balance, innovation, and a collaborative, inclusive culture.
- We host monthly virtual game days and events, and our team enjoys the flexibility of contributing to charity initiatives of their choice.
- We believe in supporting both personal growth and professional success, ensuring that remote work doesn’t mean disconnected work.
- Our core values are: Collaborative & Engaged, Excellence Driven, Self-Starter Mentality, Innovative, and Student Mentality.
- We are proud of the recognition we’ve received for our growth and commitment to creating a positive, inclusive work environment, including Nevada’s Top Workplaces, Best Start-Up Agency (U.S. Search Awards), Top B2B Companies (Clutch), Inc’s On The Rise and Best Places to Work (Inc. Magazine), and Great Place to Work Certified (Great Place to Work).