Customer Success Manager (USA)

**Note: Below are some important considerations before reading on (we want to make the best use of your time)

• Internal at Tier 11 - we refer to the Customer Success Manager as a CSO (Client Success Owner)
• Tier 11 is a Digital Marketing Agency - https://tiereleven.com/
• This role is W2 - full-time employee (non-contractor)
• We are looking for a CSO with a strong background/experience in Digital Marketing (preferably at a marketing agency)
• *(nice to have): We are looking for a CSO that has experience and is confident working within the Agile scrum framework.
• This role is fully remote and must be able to work USA hours.

With that out of the way lets go!

Are you a Client Success champion with a knack for delivering outstanding results and fostering client success? Do you excel in a fast-paced, dynamic, and collaborative virtual setting? If the answer is yes, then we have an exciting opportunity tailored just for you. Tier 11, a premier digital marketing agency with a global footprint, is on the lookout for an exceptional Client Success Owner (CSO) to join our team of top-tier marketers. In this role, you'll have the opportunity to cultivate meaningful relationships with clients, motivate your team, and contribute to our mission of becoming one of the most influential global digital marketing agencies.

Why You Should Apply for the CSO Role at Tier 11

Having spent 13 years in the business, Tier 11 has bold aspirations of establishing itself as a world-leading digital marketing agency. Envision yourself working alongside an accomplished, international team of over 70 professionals, in a company that values and nurtures talent from within. A culture where egos are checked at the door, and everyone collaborates towards mutual success, all while tackling complex online marketing challenges with some of the industry's brightest minds. Managing $100 million in ad spend each year, we're already a formidable presence, our extensive reach is further bolstered by our popular Perpetual Traffic podcast, which boasts over nine million downloads and ranks among the top 0.5% of all podcasts globally.

As a CSO, you will play a vital role in nurturing successful relationships with our clients and ensuring their satisfaction with our offerings. By leveraging your client management expertise and the exceptional skills of our team members, Tier 11 is poised to achieve even greater heights.

At Tier 11, you can expect:

• A competitive compensation package, reflecting your value to our organization, along with flexible part-time or full-time remote work arrangements.
• Opportunities for professional growth and development, tailored to your unique passions, strengths, and talents, so you can advance as quickly and as far as you're driven.
• A diverse, inclusive, and supportive work culture, with teammates spanning six continents and coming from various backgrounds, such as nursing, forensic science, psychology, and military strategy.
• The chance to contribute to the ongoing expansion of our global presence, managing over $100M in ad spend every year across multiple media channels, and helping scale brands in over 50 businesses across dozens of industries.

To learn more about our culture and what it's like to work at Tier 11, check out our Glassdoor 

reviews and the Tier 11 Manifesto:

• Glassdoor Reviews: https://www.glassdoor.com.au/Reviews/Tier-11-Reviews-E3670184.htm
• Tier 11 Manifesto: https://tiereleven.com/manifesto/

What You'll Do:

As a CSO, you'll be responsible for:

1. Building strong client relationships by understanding their unique needs, goals, and challenges, and tailoring our services to address their requirements effectively.
2. Ensuring client satisfaction through monitoring feedback and proactively addressing any issues that arise, ultimately contributing to reduced churn and increased client retention.
3. Delivering value through Scrum methodology by serving as the Product Owner, defining and prioritizing work to be done by operational team specialists to maximize client success.
4. Facilitating effective communication as the primary point of contact between our clients and our agency, ensuring smooth and efficient service delivery.
5. Driving revenue growth by identifying upselling, cross-selling, and new business opportunities to ensure the long-term financial success of our agency.
6. Championing process improvement by continuously identifying areas of enhancement in our methodologies, further increasing client satisfaction and loyalty.

Who You Are:

A successful CSO is committed to driving client success and agency growth. Key aspects of the CSO role include:

1. Strong client relationship management skills, with a focus on trust and partnership.
2. A client-centric approach, always prioritizing the needs and goals of the clients.
3. Proficiency in Scrum methodology, guiding operational team specialists to deliver maximum value.
4. Excellent communication and collaboration abilities, ensuring clear and timely information flow between clients and internal teams.
5. A proactive approach to problem-solving and revenue growth, identifying opportunities to expand our agency's success.
6. A dedication to continuous improvement, staying informed of industry trends, and implementing best practices.

Your Day-to-Day:

As a CSO, your daily activities will involve:

1. Engaging with clients regularly to review progress, address concerns, and ensure expectations are met.
2. Collaborating on project planning and execution, defining goals and objectives for upcoming sprints.
3. Participating in daily Scrum meetings to maintain alignment and address any blockers.
4. Collaborating with cross-functional teams to ensure cohesive and effective service delivery.
5. Staying up-to-date with industry trends and sharing knowledge with team members.
6. Identifying upselling opportunities and cultivating new business for agency growth.

Key Required Behaviours:

As a CSO, your primary responsibility will be to embody and promote our agency's core values and culture, ensuring the success of our clients, team, and agency. Your role will include:

1. Client-Centric Mindset: Prioritize client satisfaction by understanding their needs and goals, actively listening to their concerns, and delivering exceptional service.
2. Collaboration and Open Communication: Foster a culture of collaboration and open communication within the team, ensuring everyone is comfortable sharing ideas and feedback.
3. Adaptability and Flexibility: Stay current with industry trends and technologies, be open to new ideas, and adjust strategies as needed to deliver the best possible results.
4. Continuous Improvement: Strive for ongoing growth and development, both personally and for the team, by seeking feedback and promoting a culture of learning and improvement.
5. Accountability and Ownership: Take responsibility for client projects' success, set clear expectations, and hold team members accountable for delivering on commitments.
6. Transparency and Trust: Build trust with clients and team members by being transparent about project progress, sharing information openly, and addressing challenges or concerns as they arise.

Expected Results and Key Performance Indicators (KPIs):

As a CSO, here are some of the KPIs you will be held accountable for achieving:

1. Outstanding Invoice Control: Maintain no clients with >2 outstanding invoices and manage client invoices timely.
2. Red Flag Resolution: Address 100% of identified red flags with prompt action and follow-up.
3. Weekly Client Status Update: Provide consistent status updates for 100% of clients each week.
4. Danger/Warning Tag Control: Proactively address potential client issues and maintain