SEO Customer
Success Manager
Job Application
We are searching for a skilled customer success manager (CSM) who ultimately will strengthen customer relationships, increase revenue, and improve customer retention.
The customer experience is crucial to our success, and it is your job to go above and beyond for our customers; ensuring they feel valued, become educated, and become positive brand representatives of ours.
Join us in building a company that both customers and employees love.
Sound like the job for you? Apply below:
Job details
Preferred (not required): Hybrid Remote/In-House (Austin, TX)
Direction is an SEO software & services firm searching for a strategic person who is a powerful communicator to successfully onboard new customers and ensure every customer is benefiting from working with us.
Our Core Values:
- Be Innovative
- Be Positive
- Be a Winner
Our team shares a common purpose of being the best at what we do. We are thought leaders in our niche of SEO, and are constantly innovating and executing with new ideas. At Direction, you’ll develop and refine skill sets that will take your career to new heights… not to mention, make some great friends along the way.
This is a fully remote position, with an option to also work out of our office in Austin, TX.
From a high-level perspective, this position is responsible for:
- Building long-term relationships with clients through account management
- Reporting on campaign progress/KPIs for strategic SEO campaign growth
- Catering to client satisfaction to encourage positive reviews and referrals
- Communicating work requests to an internal team of SEOs
- Monitoring email and chatbot correspondence to expedite customer service requests
- Onboarding new SEO clients
- Flexible Paid Time Off (PTO)*
- Work Remote
- Company 401k Program w/match*
- Extremely Competitive Bonus Structure*
- Access to a Large Suite of Digital Marketing Tools & Resources
- Bi-Yearly Performance Reviews for Pay Raises & Growth Opportunities*
- All Necessary Equipment to Perform Job Responsibilities*
- Build a sense of personal and professional accomplishment through data-driven results.
- Full-time (Salary)
- 9:00 am – 6:00 pm Monday – Thursday (EST/CST)
- 9:00 am – 1:00 pm Fridays (EST/CST)
- Ability to work in fast-paced environment and effectively prioritize and multi-task
- Experience delivering client-focused solutions to customer needs with sharp attention to detail
- Excellent listening, negotiation and presentation abilities
- Excellent verbal and written communication skills
- Experience with Google Analytics, Google Business Profile & Google Search Console
- Outstanding ability to think creatively, strategically, and identify and resolve problems
- Develop a complete understanding of our service offering (SEO)
- Develop a complete understanding of our software (Direction Local)
- Manage customer communications for the company through our website chat (Intercom), email and phone support
- Properly route inbound leads to the proper team members
- Build & maintain strong, long-lasting relationships with customers
- Assist with challenging client requests or issue escalations as needed
- Slack
- G-suite
- CallRail
- Clickup
- Zapier
- AHREFS
- Elementor
- SEMRush
