Client Success Manager

Omniscient Digital is an organic growth agency that partners with ambitious B2B SaaS companies like SAP, Adobe, Loom, and Hotjar to turn SEO and content into growth engines.

About this role

We’re hiring a Client Success Manager to support and project manage ongoing client engagements and relationships.

This role will be responsible for client retention, net revenue retention, and overall satisfaction for a portfolio of 10–20 B2B SaaS clients.

This opportunity suits an agency-seasoned SEO or organic growth strategist who loves building long-term partnerships and translating insights into revenue. Autonomy is high; outcomes are clear.

The role reports directly to the Head of Client Success, and has the opportunity to evolve into a team lead position as the team scales.

You'll be given a huge amount of freedom to grow this part of our business. If that kind of ownership excites you and you enjoy building and managing growth programs for high-growth software companies, read on

We require work hours to overlap at least 3 hours with US Eastern timezone.

Your responsibilities

Your responsibilities will include …

• Owning client relationships. Serve as the primary point of contact for client stakeholders, running all meetings with tight agendas, answering questions over Slack, providing pre-reads where needed, and driving quarterly business reviews that surface wins and expansion ideas.

• Owning project management. Keep projects organized and moving by setting clear timelines, assigning owners, and making sure deadlines don’t slip. Use tools like Asana and Notion to track progress, surface blockers early, and keep everyone aligned on what’s coming next.

• Partnering with client teams on growth. Collaborate with Organic Growth Strategists, Editorial Leads, and the Leadership team to identify, prioritize, and pitch opportunities across SEO, GEO, content, and CRO. Support in building roadmaps and secure buy-in from client stakeholders.

• Driving projects forward. Define and drive project plans, timelines, resourcing, and dependencies so every commitment ships on schedule. Manage backlogs, kickoffs, and regular check-ins to keep work unblocked. Capture decisions, assign owners, confirm due dates, and send same-day recaps with next steps.

• Communicating clearly. Maintain a communication charter and SLAs across email and Slack. Route questions to the right specialist, provide proactive status updates, and keep a single source of truth in Notion and Asana.

• Surfacing wins and key insights. With support from the Organic Growth Strategy team, tie our client programs to closed won deals and revenue.

• Driving client growth plans. Own and support with renewals and upsells. Forecast value, build QBR/EBR narratives, prep renewal decks, align on scope and budget, and manage change orders; track expansion pipeline by account with probability and next action.

• Triaging escalations. Act as the first line for client issues. Work with the client teams to diagnose the situation, propose potential solutions with trade-offs, pulling in the Executive Sponsor when needed, and provide updates to internal stakeholders. Close the loop with a brief post-mortem and prevention plan when needed.

• Leveraging automation and AI. You will be expected to use automations and AI in your day-to-day to streamline your work and propose new automations and tooling to help the team work more effectively and efficiently. You experiment with AI regularly and have automated tasks and processes with it before.

• Enabling client teams. Deliver Loom walkthroughs, working sessions, and light training so client teams can execute confidently.

• Improving processes. Document SOPs, templates, checklists, and reusable artifacts. Contribute case studies and share wins that uplift the broader team.

Who you are

• You have 5+ years in SEO, content marketing, and CRO and now dabbling in GEO. You have a track record of success with SEO in terms of traffic, leads, and closed-won revenue. Your background is primarily in fast-paced agencies.

• In-house experience at B2B software companies is a bonus but several years of agency experience is required.

• Experience with helping brands gain visibility in LLM search is a major plus.

• You can present on SEO to executives and demonstrate your expertise. You can communicate clearly and get straight to the matter at hand with executives. You can facilitate and guide sensitive discussions, manage conflict with grace, and get to a decision.

• You do not take an “it depends” SEO mentality or speak in hypotheticals. You know how to ask the right questions to get context and make recommendations based on potential impact and the budget and resources available.

• Other members of the client team will put together major deliverables, but you can QA and explain the work to executives.

• Strong communication skills are essential, including the ability to draft clear emails, presentation decks, and strategy documents, and record video walkthroughs (using Loom) to walk through issues and solutions for clients.

• You can present to executives (CEOs, CMOs, and VPs) and dive into the details with other SEO and growth professionals and analysts. You can operate at 30,000 feet and 500 feet.

• You are a driver. You are not satisfied with projects moving slowly or missing deadlines. You have strong project and time management skills. You are organized and love to create and maintain processes. You move projects forward and will find a path forward even when others think a project is stuck.

• You have high standards for yourself and those you work with. You love feedback, can admit when you’re wrong, and can set aside your ego to solve for the best outcome. You also love helping others perform at a high level.

• You mitigate risk. You think of all the possible scenarios and have a plan for each of them. When proposing solutions, you’ve thought of the tradeoffs of each and have an idea of the best path forward. You can communicate these plans effectively and can execute the solution.

• You're not an asshole. We spend a lot of our days engaging with team members and clients. There's no room for assholes. You're eager to jump in and take ownership, and love to work as a team to be successful.

• The application password is clientgrowth2025.

How you benefit

• You’ll continue to develop your skills in architecting, executing, and communicating growth strategies at an executive level.

• You’ll work with a smart team to build and deliver programs that leverage SEO, content marketing, conversion optimization, and demand generation to generate business results for multiple fast-growing, well-known tech companies.

• You’ll hone your executive presence and communication skills and feel comfortable and confident presenting to and pitching C-suite executives.

• You can work from anywhere — we’re a 100% remote company.

• You’ll have opportunities to take on more responsibility and grow the business.

• You’ll have the option to travel with us to annual team retreats and workshops.

• We offer competitive benefits:

  • Competitive pay

  • Opportunity for quarterly profit share after one year of employment

  • Medical, dental, and vision insurance

  • 401k with employer match

  • Unlimited PTO

  • Learning and development budget

  • Monthly networking stipend

  • An environment to grow your skills, confidence, and career

Ready to apply?

Keep scrolling to submit your information. We’re excited to meet you!

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We know the confidence gap and imposter syndrome (yes, we have it, too) can sometimes hold us back from applying for a job. But there’s no such thing as a "perfect" candidate. Omniscient Digital is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if the idea of this role excites you.

Omniscient Digital is an equal opportunity employer. We ensure equal opportunity and all candidates are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected characteristics.

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About Omniscient Digital

Omniscient Digital is an organic growth agency that partners with ambitious B2B SaaS companies like SAP, Adobe, Loom, and Hotjar to turn SEO and content into growth engines.

We pride ourselves on being lean, agile, and experimental. Our team thrives on R&D and innovation, always exploring the smartest ways to deliver exceptional results. We believe in a culture of building and shipping — whether it’s client deliverables, new services, or internal tools that keep us ahead of the game.

If you’re looking for a role where you’ll tackle challenging problems, work with ambitious brands, and help shape the future of organic growth, let’s talk.

Learn about the principles that drive how we work and build a company.

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