Customer Success Manager – Digital Marketing Agency

About the role

Black Propeller is seeking a Customer Success Manager to act as the primary liaison for a portfolio of clients. You will ensure that marketing strategies and deliverables stay aligned with client objectives while coordinating cross‑functional teams.

Key responsibilities

• Serve as the day‑to‑day contact for assigned clients, building strong relationships and understanding their business goals.
• Lead regular client calls, status updates, and performance discussions, clearly communicating timelines, priorities, and recommendations.
• Translate client needs into internal briefs, tasks, and timelines, coordinating work across paid search, paid social, SEO, creative, and analytics teams.
• Organize internal and client‑facing touchpoints to keep projects on track, monitoring progress, identifying risks, and escalating issues when necessary.
• Maintain accurate account documentation, decisions, and action items using Monday.com and other internal tools.
• Support the development and communication of client marketing strategies, linking channel‑level activity to broader business outcomes.
• Review performance data with specialists and turn results into clear, client‑focused insights.

Required profile

• Agency experience with a solid understanding of performance marketing.
• Strong organizational and project‑coordination skills.
• Ability to discuss strategy, performance metrics, priorities, and results confidently with both clients and internal teams.
• Proactive communication style, capable of managing expectations and addressing concerns.
• Client‑focused mindset with a drive to demonstrate value and identify growth opportunities.

Required skills

• Proficiency with Monday.com for workflow management.
• Knowledge of paid search, paid social, conversion rate optimization, ROAS, CAC, LTV, and attribution concepts.