Customer Engagement Manager

Description

Summary: This role involves owning the Customer Success function, scaling client success operations, and building a career path within a dynamic marketing agency. Highlights: 1. Opportunity to build and lead your own team in the future 2. Exposure to high-level client success and agency operations 3. Supportive, fun, and high-energy team culture Customer Success Manager (CSM) – Remote Location: 100% Remote (Eastern Time Zone) Salary: $2,500–$3,500 per month, based on experience Employment Type: Full\-Time About Us Roofer Marketing Solutions is a fast\-growing marketing agency specializing in roofing contractors and construction businesses. Our mission is to deliver outstanding SEO and social media marketing results for our clients while building a collaborative, fun, and high\-performing team culture. This is a unique opportunity to join a dynamic and growing team, take ownership of the Customer Success function, and help scale our client success operations while building your own career path within the company. Key Responsibilities* Onboard new clients following the sales process and introduce them to our services. * Serve as the main point of contact for clients, providing guidance, updates, and support. * Conduct weekly and monthly client meetings, depending on service type (Social Media vs. SEO) * Ensure client retention by proactively addressing issues and providing solutions. * Collaborate with internal teams (marketing, fulfillment, operations) to meet client goals. * Track and report on client progress and performance metrics. * Escalate issues as needed and manage difficult client interactions with confidence and professionalism * Contribute to process improvements and build out SOPs for the CSM function. * Mentor future CSM team members as the department grows. **Requirements** Required: * 3\+ years of experience as a Customer Success Manager, Account Manager, or Client Success Specialist, preferably in a marketing agency environment. * Strong understanding of digital marketing, SEO, and social media advertising, including Facebook Ads. * Excellent communication, negotiation, and client management skills. * Ability to handle challenging client situations with professionalism and assertiveness. * Experience with tools like GoHighLevel, Asana, Slack, and other CRM/project management tools. * Highly proactive, detail\-oriented, and able to work independently. * Passionate about delivering high\-quality client results. Preferred: * Experience working with contractors or service\-based clients. * Leadership experience or interest in growing into a senior CSM role. **Benefits** Why Join Us* Fully remote work with flexible schedule within Eastern Time. * Opportunity to build and lead your own team in the future. * Exposure to high\-level client success and agency operations. * Supportive, fun, and high\-energy team culture. * Opportunity to shape processes and make the role your own.