Digital Marketing Client Success Manager

About the role

Polianna is seeking a Digital Marketing Client Success Manager to act as the primary liaison between the agency and its small‑business clients. In this remote position you will ensure timely communication, resolve issues, and help clients understand the impact of SEO, paid ads and website projects.

Key responsibilities

• Serve as the main point of contact for client inquiries across email, text and other platforms, delivering prompt, professional responses.
• Manage and triage incoming requests, solving problems directly or escalating to the appropriate internal team.
• Coordinate workflows in ClickUp, creating and assigning tasks to keep projects on schedule.
• Maintain a feedback loop with leadership to align client needs with agency priorities.
• Review Google Analytics, Google Ads and SEO performance data and translate results into clear, jargon‑free reports for clients.
• Identify upsell opportunities such as adding Google Ads to SEO‑only accounts or recommending website refreshes, and present recommendations naturally.
• Proactively spot potential concerns and address them before they become issues.
• Document all client interactions and project status for seamless handoffs.

Required profile

• Excellent written and spoken English with a warm, professional tone.
• Strong communicator who can explain digital marketing concepts to small‑business owners.
• Highly responsive, organized and able to juggle multiple communication channels.
• Self‑motivated remote worker who stays aligned with the team.

Required skills

• SEO
• Google Ads
• Google Analytics
• ClickUp