Customer Success Manager (Full Time || Night Shift || Onsite)

About this role

Job Overview:

This VA will serve as the primary customer-facing representative for a US-based digital marketing agency, acting as a Customer Success Manager who bridges the gap between the agency's delivery team (based in India) and its US client base. The VA will own client communication, run weekly status meetings, manage reporting, and ensure clients always feel informed and heard, without needing the clients in the room. This is not a task-executor role; the client is explicitly looking for someone who takes full ownership, operates independently once ramped, and can hold a client conversation with confidence and empathy.

Key Responsibilities

• Own and manage weekly cadence calls with a portfolio of 5–10 US-based clients via Zoom, Teams, or Google Meet
• Handle all client email communication: responding to inquiries, sending proactive updates, and managing expectations on deliverables
• Review and interpret digital marketing reports (Google Ads, Meta Ads, TikTok Ads, Google Analytics) and present results clearly to non-technical clients
• Attend internal meetings, then update the Zoho Projects task board and post summaries to NotebookLM so the full team stays aligned
• Liaise with the India-based delivery team to chase down outputs, flag delays, and relay client requests internally
• Manage client communication via WhatsApp groups for ad hoc client interactions
• Handle occasional ad hoc client calls where a customer needs to speak with someone directly about a request or concern
• Participate in daily morning sync with Ran/Mahendi and a weekly priorities review.

Required Tools & Technology Stack (Core & Non-Negotiable Platforms):

• **Project Management:** Zoho Projects (Primary hub for tracking and tasks)
• **Analytics & Ad Platforms:** Google Analytics, Google Ads, and Meta Ads (Must be highly proficient in reading and interpreting performance data)
• **Knowledge Management:** NotebookLM (Used daily for post-meeting documentation and proje...