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Role Summary
ScalixAI is hiring an Customer Success Manager to own the end-to-end success of a portfolio of Google Ads agency clients. This role is retention-first: you'll keep clients aligned, confident, and renewing by delivering measurable value at every touchpoint—clear performance insights, actionable plans, proactive problem-solving, and timely escalation when fast decisions are needed. You will also help drive growth through upsells and referrals earned through consistent outcomes.
Please fill out this form to be considered for the role:
Key Responsibilities1) Client Onboarding & Expectation Setting
Lead onboarding by understanding the client's business model, goals, target customers, budget, and success criteria.
Set clear expectations on scope, deliverables, timelines, communication rhythm, and responsibilities (client vs agency).
Establish success metrics tied to outcomes (qualified leads, CPA/CAC, ROAS, pipeline contribution, conversion rate).
Ensure tracking alignment and clarity (conversion actions, lead quality definitions, reporting sources).
Document onboarding inputs, goals, and next steps in Notion (and GHL/HubSpot where relevant).
2) Ongoing Account Ownership & Value Delivery
Serve as the primary point of contact for client success, engagement, and retention across assigned accounts.
Run weekly/bi-weekly check-ins and monthly reviews/QBRs focused on outcomes, learnings, and next priorities.
Ensure every client touchpoint delivers value: performance narrative, insights, recommendations, and clear next actions.
Translate performance into business language: what happened, why it happened, and what we're doing next.
Maintain strong stakeholder management with owners/founders and decision-makers; keep alignment tight and expectations realistic.
Drive responsiveness and follow-through—clients should never feel "in the dark."
3) Performance Tracking, Growth & Expansion
Monitor performance and retention signals early (lead quality dips, rising CPA, tracking issues, budget inefficiency, sentiment).
Partner with Media Buyers/Strategists to ensure priorities are clear, tasks are assigned, and actions are executed on time.
Surface growth opportunities based on value delivered: budget scaling, new campaign types, landing pages/CRO, YouTube, remarketing.
Build advocacy by converting wins into referrals, testimonials, and case studies at the right moments.
4) Proactive Issue Management & Escalation
Identify and address risks before they impact trust or renewal (goal misalignment, performance volatility, tracking breakdowns).
Escalate urgent issues to leadership promptly with clear context: impact, root cause hypothesis, and recommended next steps.
Handle difficult conversations professionally (budget constraints, performance dips, unrealistic expectations) while protecting the relationship and keeping the client outcome-focused.
5) Reporting, Documentation & Process Discipline
Maintain clean, structured documentation in Notion: goals, decisions, action items, QBR notes, next steps, open risks.
Maintain visibility on renewal status, risk level, satisfaction, and expansion potential per account (in GHL/HubSpot as needed).
Use AI tools to improve speed and quality (meeting summaries, follow-up drafts, insight extraction, personalization).
Contribute to internal playbooks and templates to standardize client communication and retention workflows.
What "A-Player" Means at Scalix AI
You treat retention like a scoreboard and take ownership of outcomes—not just communication.
You bring clarity under pressure: when performance dips, you diagnose, align, and execute quickly.
You consistently create value at every touchpoint, and clients always know the plan.
QualificationsRequired (Non-Negotiable)
4+ years experience in Customer Success / Account Management / Client Strategy within a performance marketing / PPC agency environment.
Google Ads experience is a must: you have worked with Google Ads-driven accounts and can confidently discuss performance, strategy, and optimization priorities with clients and internal teams.
Proven ability to retain clients through value-based relationship management (renewals, churn prevention, stakeholder alignment).
Strong executive communication: comfortable running calls with founders/owners and handling objections professionally.
Highly proactive and organized: anticipates risk early, follows through, and escalates quickly when needed.
Analytical mindset: able to read reports/dashboards and turn insights into clear actions.
Preferred
Experience with lead-gen funnels and lead quality workflows (forms, calls, booked appointments).
Working knowledge of conversion tracking & attribution basics (GA4, GTM, offline conversions, call tracking).
CRM proficiency: HubSpot preferred; GoHighLevel (GHL) strong plus.
Tools & Systems
Documentation / Client Hub: Notion
CRM / Client Ops: GoHighLevel (GHL) and/or HubSpot
Communication: Slack
AI & Productivity: AI tools for summarization, reporting assistance, and outreach personalization
Performance Indicators (Examples)
Retention and churn rate (monthly/quarterly)
Renewal rate and renewal pipeline health (risk flags, forecast accuracy)
Client satisfaction (CSAT/NPS) and risk reduction over time
Quality and consistency of client touchpoints (cadence, clarity, action plans, follow-through)
Expansion revenue generated (budget increases, add-on services)
Referrals and testimonial/case study conversion
Bonus: You work at TTEC, Concentrix or Teleperformance on the Google ads project
Sprachkenntnisse
- English
Hinweis für Nutzer
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