[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Trivium Group is a company focused on client success, and they are seeking a Customer Success Manager to oversee a portfolio of approximately 30 client accounts. The role involves managing client onboarding, conducting performance reviews, collaborating with media buyers, and driving client satisfaction and retention.ResponsibilitiesOwn the end-to-end onboarding process for new clients — set expectations, establish communication cadence, and ensure a smooth launchIntroduce clients to the team, tools, and processes with confidence and clarityEnsure every new client feels taken care of from day oneServe as the primary point of contact for your entire client portfolio (~30 accounts)Conduct regular check-in calls and monthly performance reviews with clientsKeep clients informed, aligned, and confident in their campaigns at all timesProactively flag issues before clients notice them — always stay one step aheadWork closely with the media buying team of four to align on campaign strategy and performanceCoordinate between clients and media buyers — translate client feedback into actionable directionAttend and co-lead end-of-month strategy calls alongside the founder and media buyersUnderstand campaign metrics well enough to speak to them confidently without always deferring to the teamOwn churn prevention — proactively identify at-risk clients and take action before they escalateDrive client satisfaction and relationship quality across your entire portfolioIdentify natural upsell opportunities (e.g., appointment booking add-on) and surface them at the right timeCollect testimonials, referrals, and Google reviews from satisfied clientsManage client communication across calls, emails, and messaging platformsKeep ClickUp tasks and client records up to date and organized at all timesEnsure nothing falls through the cracks — everSchedule: Flexible overall — as long as work gets done. Client-facing calls must fall within business hours, typically 10AM–7PM EST to accommodate PST clientsLocation: Fully remote. US or Canada-based strongly preferred. Candidates outside North America will be considered if they are native-level English speakers with no detectable accent on callsReports To: Founder Daniel Pereira, directlyTeam: Working alongside a dedicated team of 4 media buyersSkills1–4 years of experience in Client Success, Account Management, or a client-facing roleProven ability to manage multiple client accounts simultaneouslyBackground in a digital marketing agency environment is a strong plusWorking knowledge of Meta Ads (Facebook/Instagram) — enough to answer client questions confidentlyFamiliarity with Google Ads concepts and basic digital marketing metricsAbility to read performance data and translate it into clear, plain-English conversationsExceptional verbal communication — clear, confident, and professional on video callsNative or near-native English fluency — our clients are blue-collar US business ownersYou present polished and professionally on camera — appropriate setup, lighting, and appearanceHighly coachable — you absorb feedback fast and apply it immediatelyOwnership mentality — you don't wait to be told; you figure it outPerformance-driven — you care about results as much as relationshipsCalm under pressure — when a client is frustrated, you are the steady handTeam-first attitude — you thrive in a collaborative, fast-moving environmentExperience in the trades or home services industry is a bonus — but not requiredBenefitsPerformance BonusesFlexible HoursFully remoteClient-facing calls must fall within business hours, typically 10AM–7PM EST to accommodate PST clientsCompany OverviewTrivium Group is an advertising agency that manages sponsored products, brands, and displays. It was founded in 2021, and is headquartered in Los Angeles, California, USA, with a workforce of 51-200 employees. Its website is https://triviumco.com.