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Senior Customer Success Manager
NK Media
Canada
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Remote
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Job details

$90,000–$110,000 a year
Paid time off, Vision care, Dental care, Life insurance, Disability insurance, Extended health care, Work from home, Company events
Full-time
Remote in Canada

Full job description

About the Role

The Dental SEO Company is looking for a Senior Customer Success Manager to own the client experience for a growing base of dental practice accounts. This role blends relationship management, project coordination, and digital marketing fluency. You'll be the person clients trust to keep their campaigns on track, their questions answered, and their results visible, while also spotting opportunities to expand and retain the account.

This is a senior, ownership-level role with compensation incentives tied directly to retention and upsell performance within your account base.

Responsibilities

Client Success

  • Serve as the primary point of contact for assigned clients
  • Build long-term relationships through proactive communication
  • Respond promptly to client emails and phone calls
  • Schedule and lead routine client check-in meetings
  • Keep clients informed of project progress and next steps
  • Identify opportunities to improve the client experience and drive client success

Project Coordination

  • Coordinate projects between clients and internal teams
  • Ensure deliverables are completed on time
  • Track outstanding action items and follow up until completed
  • Keep project management systems current and organized
  • Help prioritize incoming client requests

Digital Marketing Support

  • Discuss campaign performance at a high level with clients
  • Explain SEO, Google Ads, website, and marketing concepts in simple terms
  • Escalate strategic or technical questions to specialists when appropriate
  • Review reports before client meetings
  • Identify trends or concerns that should be brought to the marketing team's attention

Website & Account Administration

  • Maintain accurate client records across CRM and project management tools
  • Coordinate minor website update requests with the web team and confirm completion with the client
  • Manage account-level access, logins, and third-party tool permissions (Google Business Profile, Google Ads, Search Console, analytics platforms, etc.)
  • Track contract terms, renewal dates, and billing details, flagging issues before they become client-facing problems
  • Maintain up-to-date documentation on each account's services, goals, and history

Retention & Growth

  • Monitor account health and proactively address risk signals before they become churn
  • Identify and pursue upsell and cross-sell opportunities within the existing account base
  • Partner with sales and marketing leadership on renewal strategy and expansion conversations
  • Track and report on retention and growth metrics for your book of business

What We're Looking For

  • 5+ years in a client-facing customer success, account management, or agency role
  • Working knowledge of digital marketing, including SEO fundamentals and paid search/Google Ads concepts
  • Comfort with the tech stack that supports the business: CRM platforms, project management tools, reporting dashboards, and marketing platforms
  • Strong written and verbal communication skills, with the ability to translate technical marketing concepts for non-technical clients
  • A proactive, organized approach to managing multiple accounts and competing priorities
  • Experience in dental, healthcare, or another local-services vertical is a plus, but not required

Compensation & Incentives

Base salary commensurate with experience, plus a variable incentive component tied to client retention and upsell/expansion revenue within your assigned account base.

Pay: $90,000.00-$110,000.00 per year

Benefits:

  • Company events
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care
  • Work from home

Work Location: Remote

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