Customer Success Manager (CSM)

About SearchLab

At SearchLab, we believe great marketing starts with putting clients first.

Everything we do is rooted in helping businesses grow, solving real problems, and creating long-term partnerships built on trust, transparency, and results.

Over the last decade, we’ve built a reputation for delivering high-quality SEO, PPC, Local Search, and Analytics solutions for multi-location brands, dealerships, law firms, healthcare organizations, and businesses across North America.

As we continue to grow, we’re evolving how we serve clients.

We’re transitioning from a traditional generalist model to a specialist model where channel experts focus on execution and strategy, while Customer Success focuses on what matters most: helping clients achieve their business goals.

That’s where you come in.

About the Role

This is not a traditional account management role. This is not a project management role. This is not a customer support role.

We’re building a modern Customer Success organization focused on retention, growth, strategic partnership, and customer outcomes.

As a Customer Success Manager, you will own the customer relationship from end to end. You’ll serve as the quarterback for your portfolio, ensuring clients understand the value we’re delivering, helping navigate challenges, identifying growth opportunities, and aligning internal teams around client success.

You won’t be expected to be the SEO expert, PPC expert, or Analytics expert.

Our specialists own channel strategy and execution.

You own the relationship, the business conversation, the customer experience, and the commercial success of the account.

This role is ideal for someone who enjoys solving complex problems, building trusted relationships, influencing cross-functional teams, and helping customers achieve meaningful business outcomes.

What You’ll Own

Customer Retention & Relationship Health

• Own a portfolio of client relationships and overall account health

• Build trust with stakeholders ranging from day-to-day contacts to executives and business owners

• Identify risks early and lead proactive retention strategies

• Partner with internal teams to stabilize at-risk accounts

• Drive renewals, save efforts, and win-back opportunities

Strategic Customer Leadership

• Lead onboarding, strategy discussions, monthly reviews, and executive business conversations

• Translate SEO, PPC, and Analytics performance into clear business value

• Help customers understand what’s working, what’s not, and what should happen next

• Develop account plans aligned to client goals and priorities

• Ensure every customer has a clear path forward

Growth & Expansion

• Identify opportunities to expand services within existing accounts

• Build business cases tied to customer goals and performance trends

• Partner with Sales and Delivery teams to position and scope opportunities

• Contribute directly to revenue retention and account growth

Cross-Functional Leadership

• Serve as the voice of the customer internally

• Coordinate specialists, leadership, and resources around customer priorities

• Drive accountability and alignment across teams

• Ensure client needs are understood and acted upon

What Success Looks Like

Success in this role isn’t measured by how many meetings you run. It’s measured by the outcomes you create.

• Clients view you as a trusted advisor

• Risks are identified and addressed before they become churn

• Customers clearly understand the value SearchLab delivers

• Expansion opportunities are proactively identified and developed

• Retention and account health improve across your portfolio

• Internal teams trust you to lead complex customer situations

• You contribute to building the systems, processes, and playbooks that define Customer Success at SearchLab

What We’re Looking For

• 3-7+ years in Customer Success, Account Management, Client Strategy, Agency, or related customer-facing roles

• Strong communication and executive presence

• Comfortable leading difficult conversations and navigating ambiguity

• Ability to translate data into business insights and recommendations

• Strong commercial instincts around retention, growth, and customer value

• Highly organized with strong follow-through

• Naturally curious, analytical, and solutions-oriented

• Comfortable influencing without direct authority

Why SearchLab

We’re building something meaningful.

Customer Success is becoming a core strategic function inside SearchLab and will play a critical role in how we scale, retain customers, and create exceptional client experiences.

You’ll have a direct seat at the table helping shape that future.

You’ll work alongside leaders who care deeply about clients, believe in accountability, value transparency, and are committed to building a culture where great people can do their best work.

If you’re looking for a role where you can have real impact, help build something from the ground up, and make a measurable difference for customers, we’d love to meet you.