Rotate Digital · 6 days ago
Head of Client Success
United States
Full-time
Remote
Director/Executive
$80K/yr - $120K/yrRotate Digital is focused on delivering exceptional client experiences and is seeking a Head of Client Success to lead their Client Success team. The role involves reducing client churn, ensuring a 5-Star Client Experience, and transitioning team members into senior roles while driving measurable business impact.
AdvertisingDigital MarketingSalesSEOWeb Development
Responsibilities
Tangible, measurable results of the efforts to engage, support, and retain clients. These reflect the successful implementation of capabilities, duties, and skills, leading to the key achievements: client satisfaction, retention, referrals, upgrades, and overall business growth
Reduce annual churn and maintain stable churn level
Ensure the CSM team maintains a 5-Star Client Experience
Initiative: Transition of CSM Role to Mini-CM
Helping CSMs with their last-minute obstacles or fires --> daily check-in on issues that were solved
Checking onboarding process to make sure it's spot on and actioned with excellence
1 on 1s with CSMs Mtg - upsells, potential churns, pulse
Highlighted CSM Mtg - sharing on what they are doing well and how they do it and operate in the role
Reviewing CSM --> takeaway of the calls, things going well, issues, improvements
Updating CSM Upsell pipeline as needed
Maintaining the Client Success dept. scorecard
Addressing potential churn risk clients
Checking on 'last meeting' overdue for clients
Meet with Ops team weekly staying on top of client calls/email spot check, asana project management on time
Upsell Closed Deal Review & Confirmation before the 2nd of every month --> monthly report to management that it was done
Management Report of the Department before the 2nd of the month: -CSM call review -financials review -CSM. How they are doing/concerns/wins -Big Client fires/solutions -Upsell review -Post Mortem -Department 90-day strategy-update of the drivers
CSM Performance/Capability Check-in (every 2-3 months) ---> updating the sheet and sharing overall
90 Day Gameplan for the department - what does the next 90 days look like to hit our outcomes better and create more value --> update of the drivers - meeting with CEO/leaders
Engaging with and acquiring potential talent
Capacity management
Never be satisfied with quality & always questioning value (add to core value as a leader at RD)
Qualification
Required
Tangible, measurable results of the efforts to engage, support, and retain clients
Reduce annual churn and maintain stable churn level
Ensure the CSM team maintains a 5-Star Client Experience
Transition of CSM Role to Mini-CM
A blend of personal and technical skills, knowledge, and behaviors
Deep understanding of SEO deliverables and Rotate Digital's processes
Strong organizational skills to balance multiple projects, shifting priorities, and unexpected challenges
Confident communication in difficult conversations
Building strong relationships with clients and internal teams
Precision in assessing client accounts and team-wide indicators
Clear, structured reporting to leadership and transparent communication with the team
Guiding CSMs through one-on-ones, feedback, and growth opportunities
Mastery of the client journey from onboarding to upselling
Identifying upsell opportunities, new packages, and improvements to client-facing processes
Coordinating multiple priorities, from client metrics to departmental initiatives
Using analytics to identify churn risks, upsell opportunities, and ROI of client success initiatives
Mapping and refining the client lifecycle to eliminate friction and maximize satisfaction
Mentoring CSMs, creating career pathways, and fostering a culture of growth
Collaborating with Sales, Marketing, and Product to align client outcomes with business goals
Championing client feedback to inform product development and service improvements
Implementing CRM, CS platforms, and automation tools to scale operations efficiently
Proactively anticipating churn risks and identifying upsell opportunities to drive revenue growth
Recognizing and responding to client and team emotions to build trust and loyalty
Feeling personally burdened by any client dissatisfaction or churn
Benefits
Bonus opportunities available
Company
Rotate Digital
Rotate Digital is a digital marketing agency that provides website development, SEO, PPC, CRO, and internet marketing strategy services.
Founded in 2015
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Travis Weathers
CEO & Founder
Recent News
2024-03-15
Company data provided by crunchbase