Job Description
The ROLE
Title
Customer Success Manager
Company
Measure Marketing (MMR), a Toronto-based GEO, AI search and SEO agency
Location
Remote: LATAM (Colombia preferred) or Europe
Hours
Overlap of at least 5 hours with North American business hours (ET)
Type
Full-time
Reports to
Head of Delivery (confirm)
Clients
B2B, law firms, signage, SaaS, and residential and commercial home improvement
Search Changed the Map. You’re the Client’s GPS.
Buyers don’t just Google anymore. They ask ChatGPT, Perplexity and Google’s AI Overviews, and they often get an answer without ever clicking. That shift is why MMR exists: we help clients get found, cited and chosen across both classic and AI-powered search.
This role exists because great work only counts when the client can see it. You’re the person who turns rankings, AI citations, traffic and leads into a clear story of progress. You catch risk before the client feels it, and you keep every account moving toward measurable outcomes.
Think of it as a marathon run at sprint pace. Relationships last for years, but you prove value every single month.
What You’ll Own
1. Relationships That Fuel Retention
- Be each client’s trusted partner and main point of contact.
- Run check-ins , monthly and quarterly reviews that prove progress and set the next 90-day sprint.
- Handle escalations calmly and drive fast, accountable fixes.
2. Full-Funnel Performance: AI Search, SEO and PPC
- Explain AI search shifts in plain English, including AI Overviews, zero-click results and citations in ChatGPT and Perplexity.
- Read paid search performance in Google Ads and Microsoft Ads, including spend, CPC, conversions and cost per lead, and flag when budget isn’t turning into pipeline.
- Connect GEO, AEO, SEO and PPC to outcomes: visibility, qualified traffic, leads and cost per lead.
- Own the narrative while specialists handle execution.
3. Content and CRO Insight
- Link content plans to client goals, and flag gaps for both search and AI engines.
- Raise the alarm when traffic or ad clicks grow but leads stay flat, then drive CRO fixes with the web team.
4. Data Storytelling, Human in the Loop
- Turn data from GA4, Search Console, Google Ads, agency reporting tools and HubSpot into a monthly value story: what happened, why it matters and what’s next.
- Use AI to draft reports, summarize calls and spot patterns. You verify the output, apply judgment and own every word the client sees.
5. The Retention System
- Score every account based on leads and account health, customer sentiment, and run recovery plans for any account in Yellow or Red.
- Escalate any account that stays Red for more than 30 days.
- Pass expansion opportunities to the growth team when clients are winning.
6. Projects, ClickUp and Automation
- Turn success plans into ClickUp projects with owners, milestones and deadlines, and keep HubSpot clean.
- Coordinate the SEO, PPC, content, web and dev teams while protecting scope and margin.
- Automate repetitive reporting and follow-ups with AI and workflow tools.
What You Bring
Must-Haves
- 3+ years in customer success or account management at a digital marketing agency, SEO/SaaS company or similar B2B service business.
- A working understanding of SEO and PPC (Google Ads, Microsoft Ads), plus curiosity and early knowledge of AI search, GEO and AEO.
- Comfort with numbers: you can read GA4, Search Console and dashboard data and explain what changed and why.
- Proven ability to turn data into a clear, persuasive story for business owners and executives.
- Hands-on experience with AI tools such as ChatGPT, Claude or Gemini for research, reporting and communication, plus the judgment to check their output.
- Experience running projects in ClickUp or a similar tool (Asana, Monday) and keeping a CRM like HubSpot clean.
- Confidence in tough conversations, including pushback, scope creep and at-risk renewals.
- Professional fluency in English, written and spoken, with North American clients.
Nice-to-Haves
- Experience with tracking and reporting tools, and reporting platforms.
- Basic CRO knowledge, such as landing page best practices, A/B testing and conversion tracking.
- Experience with workflow automation (Zapier, ClickUp automations).
- Background with B2B customers and an asset to know SaaS clients.
- Familiarity with net revenue retention, upsell motions and customer lifetime value.
You are measured on customer results, relationships and expansions. Measured through customer NPS survey and retained revenue.
You’re part relationship builder, part data storyteller and part project driver. You don’t wait for clients to raise concerns. You see the dip in the dashboard first, figure out why, and walk in with a plan.
You use AI to move faster, but you never hand it the wheel. You’re curious about where search is heading, and you can explain it to a business owner in two minutes without jargon.
Most of all, you own outcomes. Great relationships matter, but at MMR they’re backed by measurable results.
How to Apply
Apply through our JazzHR careers page. You’ll answer a few short questions as part of your application. They show us how you think, so give them five minutes.
This is a remote role open in LATAM (Colombia preferred) and Europe, with at least 5 hours of overlap with North American Eastern Time.
