Senior Customer Success Manager

Company Description Our client is a North American agency that supports tech-focused businesses by providing scalable offshore sales and marketing solutions. They help teams generate leads, optimize campaigns, and drive revenue growth without the operational overhead of building large in-house teams. About the role We are looking for an experienced client-facing Senior Customer Success Manager to own client relationships, translate business goals into clear briefs, and ensure seamless delivery across marketing teams. This role involves managing communication, tracking KPIs, and proactively identifying growth opportunities to drive client satisfaction and retention. Key Responsibilities Lead critical client conversations, provide regular updates, flag delays early, and document key decisions. Ensure communication is clear, proactive, and self-explanatory. Use Slack, Microsoft Teams, and Google Chat for daily coordination. Maintain consistent client updates and ensure internal teams have clear direction at all times. Own end-to-end onboarding, set workflows and expectations, and build strong client relationships through proactive and transparent communication. Translate client goals into structured briefs with clear objectives, audience, platform, tone, and success metrics. Manage timelines, flag risks, and ensure smooth delivery. Own weekly/monthly reporting, track KPIs, identify trends, and provide proactive recommendations. Support quarterly reviews with clear insights and growth plans. Act as the primary point of contact for issues, handle escalations professionally, maintain client trust, and drive root-cause resolution. Identify growth opportunities, address service gaps, and monitor account health to proactively reduce churn and drive expansion. Guide junior team members on communication, briefing, and account management. Contribute to building and improving internal SOPs. Skills & Qualifications Bachelor's degree in Marketing, Business Administration, Communications, or a related field. 5 to 7 years of experience in client success, account management, or marketing project management at a digital or creative agency. Strong working knowledge across service verticals, enough to strategize, brief, and evaluate output across content, social, email, web, and analytics. Exceptional written and spoken English. You'll be on client calls, supporting QBRs, and writing briefs regularly. Comfortable reading performance data across channels and turning it into a clear, actionable narrative. Daily hands-on experience with project management tools like Monday.com, ClickUp, Asana, or Notion. Experience with CRM and marketing automation platforms like HubSpot or Klaviyo. Proven ability to manage multiple accounts at once under deadline pressure. Experience writing briefs and coordinating cross-functional delivery teams. Willingness to work 5 PM to 2 AM remotely, with flexibility for daytime calls and weekly in-office collaboration. Proficiency across project management, communication, and AI tools — Monday.com, ClickUp, Asana, Notion, Gemini, Claude, or similar. Experience with B2B, SaaS, e-commerce, or D2C brands preferred. Background in LinkedIn outbound or cold email strategy required. Experience with UGC strategy or creator coordination is preferred. Employment Structure Hybrid in Dhaka, Bangladesh | Full-time Salary: BDT 80,000 - 100,000 Benefits: Government holidays + Bi-annual festival bonuses + Annual salary review + Paid casual & sick leave Work Week: Monday-Friday, 05:00 pm - 02:00 am Hiring Process Screening interview with Talvette Task Assessment First Interview with HR and CSD Final Interview with the COO Receive an offer Join their team full-time