Customer Success Manager

AEO Engine helps businesses become recommended by AI search engines such as ChatGPT and Google AI, with a focus on law firms and other service businesses. The Client Success Manager will own relationships with approximately 30–40 clients, lead monthly results calls, monitor reports, resolve issues with delivery teams, set expectations, and support retention and account growth.

Responsibilities:

• You learn your clients as people and as businesses. You know their intake process, their case mix and what they are hoping this quarter brings
• You read their dashboards and reports before they do. The reports are dense and your clients are busy, so you are the one who notices the ranking drop or the stalled deliverable and gets it to our delivery team the same day
• You run the monthly results call. You walk them through what changed, what it means for their cases and what happens next, in language a busy partner takes in
• You set expectations early. If a result will take eight weeks instead of four, they hear that from you in week one, not from the report in week five
• When the hard call comes, you take it. A ranking drops or a partner is worried. You find out what happened, come back with a plan, and leave them calmer than they started
• You are the client's voice inside the company. What you hear on calls goes back to the people building the system, so the service improves and the next conversation gets easier
• Every client in your book gets a monthly call where you walk them through their results
• No client should find a problem in their report before they have heard about it from you
• When a client is getting results and ready for more, you bring it up

Requirements:

• You have spent at least three years owning client relationships at a marketing or SEO agency, and you can tell us which clients stayed, which left, and what you did about each
• You can explain a ranking move to a lawyer without losing them, and you read GA4 and Search Console without help
• Attention to detail is the trait we screen hardest for
• You notice when a number moves on page three of a report and you ask why before the client does
• You have earned the respect of senior clients before
• You keep your composure when a client is angry or disappointed, and you handle it without escalating or promising what you cannot deliver
• You would rather tell a client the truth early than smooth it over, and you are comfortable saying a price out loud
• Remote anywhere in the United States
• If those clients included law firms, you are ahead
• If they were another kind of skeptical professional, dentists, surgeons, financial advisers, that counts too
• Central or Eastern hours preferred