Customer Success Lead

Company: Rampiq

We are looking for a Lead Customer Success Manager who can combine strategic client leadership with strong team management and operational oversight.
This role is focused on ensuring high-quality client delivery across the Customer Success department while helping the team continuously improve performance, communication quality, and project execution standards.
You will work directly with 2–3 high-priority strategic clients, while primarily focusing on leading, mentoring, and supervising the CSM team.
This role is ideal for someone with strong agency-side experience, advanced project management skills, leadership capabilities, and deep understanding of digital marketing services in B2B environments.
This is a fully remote, full-time role, working in a B2B (individual entrepreneur / self-employed) setup, with a preference for candidates based in or aligned with EU time zones.
Key Responsibilities
Team Leadership & Supervision
* Lead and supervise the Customer Success team on daily operations and client delivery
* Support CSMs in project prioritization, client communication, and escalation management
* Review project quality, delivery consistency, and overall client health
* Mentor and onboard new CSMs
* Help improve internal processes, workflows, and service quality standards
* Collaborate closely with SEO, PPC, content, analytics, and leadership teams
Strategic Client Management
* Personally manage 2–3 strategic/high-priority client accounts
* Lead high-level strategy discussions and executive client communication
* Handle complex escalations and challenging client situations
* Ensure client projects remain aligned with business goals and performance expectations
Performance & Operational Oversight
* Monitor retention, delivery quality, account health, and team performance
* Support upsell and cross-sell initiatives across key accounts
* Identify operational bottlenecks and proactively improve workflows
* Ensure projects are delivered on time, at high quality, and with clear strategic direction
Requirements (Must-Have)
Experience
* 3+ years in Customer Success, Account Management, Project Management, or agency leadership roles
* Strong experience in a B2B digital marketing agency or consultancy environment
* Strong exposure to digital marketing services, especially PPC (LinkedIn Ads and Google Ads) and analytics
* Experience managing complex client relationships and cross-functional teams
* Previous experience mentoring or leading team members
Skills
* Strong leadership and stakeholder management skills
* Excellent prioritization and organizational abilities
* Strong analytical mindset and critical thinking skills
* Ability to manage difficult client situations calmly and strategically
* High level of ownership, accountability, and decision-making confidence
* Ability to balance strategic thinking with operational execution
Technical & Tools
* Familiarity with Google Analytics, Ahrefs, SEMrush, Agency Analytics, or similar tools
* Strong experience with project management systems (ClickUp preferred)
* Proficiency with Google Workspace and reporting tools
* Language
* Fluent English with excellent verbal and written communication skills
Soft Skills
* Strong leadership presence and ability to influence teams positively
* High emotional intelligence and professional composure under pressure
* Proactive, solution-oriented mindset
* Adaptability in fast-changing environments
* Strong sense of ownership and accountability
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How to apply:
1. Submit your CV and salary expectations via the application form: https://forms.gle/HExPbU7xj6LaxMzT8
2. If there is a potential fit, we will:
3. invite you to a 15-minute screening interview, or
4. ask you to complete a test task
5. Attend an interview with our management team
6. Get a job with us! 😊🤝🏻

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