Job Description

Senior Customer Success Manager - Home Services

Superpath Marketing is a nationwide, full-service digital marketing company helping clients maximize their business and brand. We believe that attracting and retaining the best talent is key to helping drive our business growth. At Superpath, we strive to create a culture and workforce that is innovative and rewarding, allowing our team to achieve success at every level. Superpath Marketing is committed to fostering and advancing diversity, equity, and inclusion in every aspect of our employee initiatives. If you are passionate about teamwork, serving others, and being a part of a dynamic team, we would love to connect with you!

Superpath Marketing is looking for a Senior Customer Success Manager to join the team to drive and build customer loyalty with a book of our home service clients by creating an exceptional, world class experience; focused on expanding customer accounts, increasing customer retention, and driving customer satisfaction.

You will be responsible for developing and maintaining long-term relationships with a portfolio of Superpath home service clients, connecting regularly with key business executives and stakeholders. As the primary point of contact for your clients, you will work closely with Digital Consultants, Project Managers and Production to ensure the timely and successful delivery of our solutions. You will be responsible for anticipating the clients’ needs and proactively recommending strategies in order to meet the client’s desired outcomes. This position requires a detailed working knowledge of digital advertising and the motivation to push the future of online marketing for the small to medium business community.

Responsibilities:

• Own and build strong relationships with your clients as a trusted business partner
• Drive digital marketing strategies and campaigns for your clients that achieve measurable results
• Own and deliver regular monthly business reviews, presenting performance insights and strategic recommendations to client stakeholders
• Ensure the timely and successful delivery of our solutions according to the client's desired outcomes
• Track and report on key marketing metrics
• Proactively communicate internally and externally
• Collaborate with sales on renewals, expansions, and upsell opportunities in pursuit of a monthly revenue goal
• Maintain accurate and up-to-date client records across internal platforms and CRM tools
• Assist with high-priority requests or issue escalations as needed

Education and Experience:

• Bachelor's Degree (B.S./B.A.) Business, Marketing, or Management, or related field.
• Three to five years of experience in a customer service role, required.
• Having supported clients for SEM, SEO, email marketing, website creation or social network products, required.

Required Abilities and Skills:

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a home service organization.
• Proven knowledge of and experience working within the home services industry
• Knowledge of all Digital Marketing channels including SEO, SEM, Facebook, Instagram, Display, email marketing and web design
• Ability to deliver client-focused solutions based on customer needs
• Strong interpersonal skills and the ability to problem solve with customers and internal stakeholders
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills
• Great attitude, and remarkable ability to build rapport in the initial conversation and throughout client lifecycle
• High competency to move between software platforms to complete tasks
• Proven knowledge of digital marketing solutions
• Ability to analyze and report on marketing data
• Ability to work in a fast paced environment
  
  

Preferred Qualifications:

• 3-5 years of experience in Digital Marketing, Customer Success, Account Management or a related field, agency or sales experience a plus
• 3-5 years of experience working within the home service industry
• Experience collaborating with sales teams to advance opportunities
• Experience in project management software systems
• Experience with home service CRM tools and scheduling platforms; Service Titan, Housecall Pro
• Experience with GA4

Compensation and Benefits:

• Compensation starts at $70,000+ and eligible for bonus.
• Group Health Insurance, including Medical, Dental, and Vision
• Flexible Vacation Policy
• 401k Retirement w/ company matching
• Supplemental Benefits (i.e. STD, LTD, Life)
• remote working environment