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CSM - Customer Success Manager

Rise Collective
1 day ago
Full-time
Remote
Canada
$55,000 - $70,000 USD yearly

Company Info:

The Scale Space is a marketing agency that runs full-funnel growth for clients including ads, automation, and strategy. Small, fast-moving team based in North Hollywood, CA. The primary offer is built around one goal: creating marketing systems that drive consistent revenue not just traffic, clicks, or vanity metrics.

Business Information Links:

Compensation:

  • Base Salary:
    • $55,000-$70,000/year
  • Benefits:
    • 15 Vacation, 8 Sick, 2 Personal days, 4 Bereavement, 6 Holidays, 25 Maternity/Paternity company paid days
    • Health Insurance Benefit Package
  • Timezone/Working Hrs:
    • This is a full-time W2 position, 8 hours/day position with breaks on PST/PDT
    • Working hours would be 9am - 5pm PST

Mission:

Own the full client relationship across a book of accounts. Keep clients informed, confident, and getting results by staying on top of every project and acting as the bridge between the client and the internal execution team.



Key Responsibilities


  • Serve as the primary point of contact for assigned clients
  • Run regular client check-ins and proactive updates on progress, results, and next steps
  • Own project status across all accounts; always know what's done, in progress, and blocked
  • Pull direction from the internal team (ads, automation, strategy) and translate it into clear client communication
  • Drive projects forward by coordinating across the team and clearing blockers
  • Surface client feedback, new requests, and shifting priorities back to the team
  • Work closely with the execution team to ensure work is delivered on time and to standard
  • Build strong, trusting relationships that drive long-term retention
  • Daily execution of team & administrative tasks.
    • Morning Check-in
    • End of Day report
    • Check and respond to all client messages/emails
    • Update project statuses in Notion
    • Review active client projects for blockers
    • Follow up with internal team on pending deliverables
    • Log client updates in Client Update Logs
    • Update CRM with any account changes or notes


Desired Experience & KPI's:


  • Required: Background in both marketing and tech/digital tools (e.g. experience with ad platforms, CRMs, automation, or website/analytics tools)
  • 2+ years in account management, customer success, or client-facing agency role
  • Strong project coordination skills
  • Clear, proactive communicator
  • Self-starter who drives things to done without being chased
  • Strong Adoption of AI tools and workflows (Claude)
  • Authorized to work in the U.S. (W-2)
  • Sole full-time commitment

Skills:

  • Client relationship management
  • Project coordination and tracking
  • Written and verbal communication
  • Cross-team collaboration
  • Prioritization and time management

KPI's:

  • Client retention rate
  • Response time to client inquiries
  • Project delivery
  • Proactive Client updates
  • Client Satisfaction




Company Culture and Core Values:


  • ✅ Speed Is King: We value momentum and don't let tasks sit. Progress always comes before perfection.
  • ✅ Extreme Ownership: We encourage everyone to treat the business like their own. If you see a gap, help fill it. If you have an idea, we want to hear it.
  • ✅ Results Over Excuses: We believe half done is not done. What matters most is the quality of the output, not just the effort behind it.
  • ✅ Never Stop Growing: We expect everyone to be noticeably better at their role every 90 days. As the company grows, so do you.
  • ✅ Clear and Direct Communication: We appreciate people who speak up early, communicate with structure, and bring solutions alongside problems.