Customer Success Manager

About Matador Solutions

Matador Solutions is a performance-driven marketing agency dedicated to helping small and medium-sized businesses expand. Currently supporting over 175 law firms and numerous healthcare providers, the agency operates on a month-to-month basis without binding contracts, thriving only when clients succeed. Independent since inception, Matador has grown annually without external funding and recently acquired its headquarters in Santa Monica, California.

Role Overview

As a Customer Success Manager, your primary focus will be client retention. You will manage a portfolio of accounts to ensure client satisfaction and continued partnership with Matador. This involves leading client meetings, analyzing performance and lead data for insights, and proactively identifying growth opportunities such as upselling or novel strategies to enhance client businesses.

Additionally, you will contribute to internal process improvements by proposing innovative ideas and integrating AI tools to streamline workflows and boost team efficiency. Officially titled Co-op Project Manager internally, you will externally fulfill the responsibilities of Customer Success Manager.

Weekly Responsibilities

• Conduct clear and proactive client communications during calls.
• Interpret lead and performance metrics into actionable client recommendations.
• Identify early signs of client retention risks and uncover upsell potentials regularly.
• Collaborate with internal teams to ensure client projects meet timelines and strategic goals.
• Introduce innovative ideas, ask insightful questions, and assist in enhancing internal systems, including AI implementations.

Key Qualifications

• Strong interpersonal skills to quickly establish trust and be the client's primary contact.
• At least two years of experience in client-facing roles demonstrating a proactive growth mindset.
• High enthusiasm for learning about the marketing industry and the continuously evolving influence of AI.
• Adaptability and initiative in learning new systems and enhancing them creatively.
• A mission-oriented approach, motivated by helping genuine businesses grow through effective services.
• Exceptional attention to detail, ensuring commitments are met and errors avoided.

Experience in legal or marketing sectors is advantageous but not mandatory. The firm values curiosity and ambition above prior domain-specific experience.

Benefits Offered

• Premium health, dental, and vision insurance plans.
• A generous paid time off policy and 401(k) plan with company matching.
• Remote work available throughout the US and Canada; LA staff operate on a hybrid schedule onsite Tuesdays and Thursdays.
• Quarterly team gatherings held at the Santa Monica headquarters.
• Leadership from a seasoned team averaging over four years of tenure, with salary increases annually.
• Competitive salary ranging from $63,000 to $84,000 CAD in Canada, or $75,000 to $95,000 USD in the US, based on experience.