Open Position

Customer Success
Manager

Now Hiring Client Services Full-Time Remote - Worldwide

Drive measurable GEO outcomes for every client we serve. You'll own onboarding, health monitoring, retention, and expansion - ensuring clients see continuous progress in their AI citation performance and never want to leave.

About the Role

The guardian of client outcomes

Customer success at a GEO agency isn't just about keeping clients happy - it's about making sure they're actually winning. As Customer Success Manager at TrajectoryGEO, you'll be responsible for the full post-sale client journey: from the kickoff call through every monthly report, renewal conversation, and expansion pitch.

You'll monitor citation health across AI platforms, translate complex GEO data into clear performance stories, and act as the connective tissue between clients and our internal strategy team. When something isn't working, you'll surface it early. When something is working, you'll make sure the client knows it and doubles down. You're the reason clients stay - and grow.

Responsibilities

What you'll do

  • Lead structured client onboarding sessions, establishing baselines, setting expectations, and ensuring every new client understands their GEO strategy and what success looks like
  • Monitor citation health for your assigned client portfolio on a weekly basis - tracking brand mentions across ChatGPT, Claude, Perplexity, and Gemini and identifying trends before clients ask
  • Build and deliver polished monthly performance reports that connect citation data to business outcomes clients care about, presented in plain language without sacrificing rigor
  • Serve as the primary escalation point when clients raise concerns - resolving issues quickly, communicating transparently, and coordinating internally to fix the underlying problem
  • Drive renewal conversations with proactive outreach, outcome summaries, and forward-looking strategy recommendations that make the decision to renew easy
  • Identify expansion opportunities - additional AI engines, new keyword categories, upgraded service tiers - and develop tailored proposals to grow account value
  • Collaborate closely with the GEO strategy team to course-correct underperforming accounts before they become at-risk
  • Maintain health scores, track engagement signals, and log all client interactions in CRM with enough detail that anyone on the team can pick up context at a glance
Requirements

What we're looking for

  • 2+ years of experience in customer success, account management, or a client-facing role at a SaaS company, digital agency, or marketing services firm
  • Demonstrated track record of owning client retention and expansion - you can point to NRR figures or renewal rates you influenced directly
  • Strong analytical mindset: you're comfortable interpreting data, spotting trends, and translating numbers into narratives that non-technical clients understand and act on
  • Excellent written and verbal presentation skills - you run meetings that clients leave feeling informed and confident, and your reports are clear enough to forward to a CFO
  • Experience managing a portfolio of 10+ clients simultaneously with consistent quality across all of them
  • Familiarity with AI tools (ChatGPT, Claude, Perplexity, Gemini) as both products and platforms - genuine curiosity about how they rank content is a strong signal
  • CRM fluency - you keep your pipeline clean, your notes useful, and your health scores accurate without being reminded
  • Bonus: background in SEO, content marketing, digital PR, or any discipline where you've thought about how brands earn visibility online
What We Offer

Your package at TrajectoryGEO

Competitive Base Salary

Benchmarked globally and reviewed annually. Commensurate with your CS experience and the complexity of accounts you've managed.

Retention Bonus

Quarterly bonus tied to net revenue retention and expansion across your book of business - you're rewarded directly for client outcomes.

100% Remote

Fully distributed team, async-first culture. You manage your schedule around client time zones - no office required, ever.

Learning Budget

Annual allowance for CS certifications, AI literacy courses, and conferences that keep your skills sharp and your clients impressed.

Strategic Influence

Your client feedback directly shapes product priorities, service design, and the GEO strategies we develop. CS has a seat at the table here.

Growth Path

Clear progression to Senior CSM, CS Team Lead, and VP of Client Success as the company scales. We promote from within, intentionally.