Client Success Manager – CX

Location:
Remote — Brazil Type: Full-Time Contractor Schedule: Monday–Friday, with consistent overlap with U.
S. business hours Compensation: Competitive based on location and experience.

About the Role
We’re looking for an experienced Client Success Manager – CX to take a leadership role across our agency’s client accounts and customer experience function. The individual who fills this role is responsible for the success of the clients they oversee. Our quality of work and client happiness is essential to our business and our CSM’s make that happen. This is a hands-on, client-facing leadership position . You’ll manage client relationships and CX initiatives while also helping lead, train, develop, and support members of our CX team. You’ll be expected to confidently lead calls with clients, present performance and recommendations, identify opportunities for improvement, and turn client goals into clear priorities for the team. We’re looking for someone who is a critical thinker, self-directed learner, strong communicator, and compassionate leader . You should be comfortable taking ownership, figuring things out independently, and using data to guide decisions and establish measurable goals. You’ll work across multiple eCommerce brands and help lead projects involving helpdesks, AI tools, automations, workflows, SOPs, migrations, reporting, and other CX initiatives. What You’ll Be Doing Client Success & CX Leadership Serve as a trusted point of contact for select client accounts Build strong relationships with U.
S.-based clients Confidently lead client calls and presentations Gather, analyze and present CX performance, data, challenges, opportunities, recommendations, and next steps Understand each client’s brand, customer journey, policies, goals, and CX standards Handle escalated or complex customer and client situations when needed Identify recurring issues and proactively recommend solutions Turn client goals into clear priorities and action items for the team Communicate clearly with clients about projects, performance, blockers, timelines, and next steps Take ownership of problems and drive them toward resolution Understand our services offered and Identify opportunities to increase client scope Team Leadership & Development Help lead and manage CX team members across multiple client accounts Train and onboard new team members Lead with compassion while maintaining clear standards and accountability Coach team members on communication, problem-solving, brand voice, and CX best practices Review team performance, quality of work and efficiencies Provide clear, constructive, and actionable feedback Understand and manage team’s output and proper time tracking Identify skill gaps and opportunities for additional training Create training materials, SOPs, and documentation Delegate work effectively and ensure responsibilities are completed Help establish standards and accountability across the CX team Lead by example and step in when the team needs additional support Data & Performance Pull, understand, and interpret CX performance data Identify trends, problems, and opportunities within the data Turn data into clear insights and recommendations Confidently present data and performance to clients Establish measurable, data-driven goals Track progress toward goals and identify areas for improvement Use data and critical thinking to guide decisions and recommendations CX Systems & Implementation Lead and support CX implementations and process improvements Set up and optimize helpdesk workflows, tags, macros, rules, and automations Assist in CX adjacent tool buildout such as subscription and loyalty platforms Assist in CX adjacent brand community building efforts Lead or assist with helpdesk migrations and platform changes Implement and optimize AI-powered CX tools, chatbots, and automated workflows Scope, test, QA, and roll out new CX initiatives Create and maintain SOPs and operational documentation Identify inefficiencies and recommend improvements across client accounts Independently learn new tools, systems, and processes when needed Agency & Project Management Manage multiple client accounts, projects, and priorities simultaneously Coordinate with internal teams to keep projects moving Support launches, migrations, audits, and special client initiatives Track action items and ensure commitments are followed through Proactively identify and solve problems rather than waiting for someone else to flag them Adapt quickly as client and agency priorities change Comfortable working with and overseeing your teams’ project management and time tracking tools What We’re Looking For MUST SPEAK ENGLISH FLUENTLY — excellent spoken and written English is required 3–5+ years of experience in client success, account management, customer experience, CX operations, eCommerce support, or a related role Previous experience leading, supervising, training, or mentoring a team Proven ability to train