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About the Role
This is a player/coach position where you'll lead and develop the Customer Success Manager (CSM) team while managing your own book of business. You'll be the strategic and technical backbone of the team, guiding client SEO strategies, coaching CSMs on execution, driving retention and upsell, and ensuring clients see measurable results. This role requires deep, hands-on SEO knowledge and credibility to guide sophisticated clients.
Responsibilities
- Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team.
- Support CSMs in client SEO strategy and implementation, including spot-checking, 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, with a strong focus on bringing in 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 to keep clients and the team competitive.
- 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.
- Fluent in technical SEO, on-page optimization, link building, and content strategy.
- 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
- SEO
- Technical SEO
- On-page optimization
- Link building
- Content strategy
- Customer Success
- Client-facing
- Team leadership
- Coaching
- Mentorship
- Data-driven strategies
- Communication
- Strategic thinking
- Problem-solving
- HubSpot
- Billing systems
- Customer success tools
- Cross-functional collaboration
- Search Atlas
- SaaS
- High-growth tech
Location
- Remote
- Canada
Work Type
- Remote
- Full-time
Experience Level
- 3+ years of hands-on SEO experience
- 2+ years of leadership experience
Salary/Compensations
- $35 - 40 USD/ hour
Benefits
- 15 days PTO
- Christmas Day paid off
- New Year’s Day paid off
- Healthy work-life balance
- Monthly virtual game days and events
- Flexibility to contribute to charity initiatives
- Support for personal growth
- Support for professional success
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.
- Our core values are: Collaborative & Engaged, Excellence Driven, Self-Starter Mentality, Innovative, and Student Mentality.