Customer Success Manager

About the Company

Softline Solutions is a full-service digital marketing agency based in Southern California that helps small and mid-sized businesses grow online by increasing visibility, generating leads, and boosting sales. They build tailored, data-driven campaigns across key digital channels and manage everything from strategy to execution and reporting.

Responsibilities

• Build and maintain strong relationships with clients to ensure long-term success
• Deliver exceptional customer satisfaction through proactive communication and support
• Collaborate cross-functionally with support, management, and sales teams
• Conduct research and analysis on campaign performance, billing, and customer feedback
• Maintain accurate client data to ensure smooth workflows
• Recommend strategies for client retention and satisfaction
• Manage client communication regarding payments, service updates, and account inquiries
• Analyze campaign data to uncover insights and improvement opportunities
• Manage client review profiles and execute Online Review Management strategies
• Set up and troubleshoot Google Business Profiles
• Track KPIs and compare performance metrics against baselines

Requirements

• Fast learner capable of adapting to changing priorities
• Analytical thinker with a customer-first mindset
• Professional communicator with empathy and efficiency
• Highly organized and detail-oriented
• Strong project management skills, specifically with JIRA and Confluence

Preferred Qualifications

• Experience with CRM and finance tools like HubSpot, Stripe, or QuickBooks
• Familiarity with marketing platforms such as Google Business Profile, Yelp, or Birdeye
• Proficiency in Google Workspace and Excel