Customer Success Manager - Digital Marketing - US based - Night shift

A certified US-based digital marketing agency is seeking a dedicated Customer Success Manager to oversee day-to-day communication and delivery tracking for a portfolio of US clients. This role requires proactive client engagement, ensuring that clients receive timely updates without needing to ask, and that all commitments are meticulously tracked and fulfilled. Candidates should have a solid understanding of digital marketing concepts such as paid ads, SEO, and website performance, along with the ability to interpret basic performance metrics. Comprehensive training on the agency’s specific services and workflows will be provided, with the expectation that the new hire will quickly take full ownership of their accounts within the first few weeks.

Key Responsibilities
- Client Communication: Maintain proactive weekly contact with each client, providing updates before clients request them.
- Reporting Calls: Present monthly marketing reports via video calls, clearly explaining data and answering client questions in plain English.
- Self-Review & Quality Check: Conduct thorough quality assurance on all deliverables to ensure accuracy and client readiness before submission.
- Delivery Tracking/Coordination: Manage and coordinate deliverables across internal teams, ensuring all commitments are dated, assigned, and on schedule.
- Onboarding Support: Assist with onboarding new clients by gathering necessary access, requirements, and setting clear expectations.
- Upsell Opportunities: Identify genuine opportunities for additional services, collaborate with leadership to present these to clients, and contribute to upsell success bonuses.
- Documentation: Log all client concerns, requests, and risk signals promptly in the system to maintain transparency and accountability.
- Task Management: Ensure all tasks are properly created, assigned, updated, and tracked within the project management system.
- Early Warning: Monitor client engagement for churn signals such as delayed responses or dissatisfaction, and escalate at-risk accounts to leadership within 24 hours with recommended actions.

Required Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 3 years’ experience in Customer Success, with at least 2 years managing US-based clients.
- Strong understanding of digital marketing fundamentals, including funnels, KPIs, campaign reporting, CRM management, and performance-driven communication.
- Exceptional verbal and written communication skills with a clear American accent and the ability to build trust and manage client priorities effectively.
- Proactive problem-solving and analytical skills with a strategic, data-oriented mindset.
- Reliable availability during US Eastern business hours, with responsiveness to urgent issues outside regular hours.

Preferred Qualifications and Benefits
- A fast learner with obsessive attention to detail, ensuring nothing slips through unnoticed.
- Comfortable engaging in video calls with US business owners and discussing marketing performance confidently.
- High ownership mentality, treating client portfolios as personal business ventures.
- Keeps current with digital marketing trends and technology, sharing insights with the team.
- Valid visa to travel to the USA for occasional client meetings is a plus but not required.

Benefits
- Competitive salary ranging from PKR 250,000 to 300,000 per month.
- Paid time off and health insurance.
- Upsell bonuses available after six months of employment.

This is a full-time, onsite position based in Lahore, working Monday to Friday from 5:00 PM to 2:00 AM PKT. The role demands honesty and transparency, especially when managing client expectations during delivery delays or emergencies, which may require availability beyond standard business hours. Successful candidates will have a clear path for growth, with opportunities to manage larger accounts and advance into senior customer success roles based on performance and client retention.