Account Manager (Client Success Manager)

About Keen

At Keen, we put client relationships at the center of everything we do. As a trusted partner, we ensure clear communication, proactive support, and seamless collaboration so our clients feel confident and achieve measurable results

As part of our dynamic client services team, we are looking for a dedicated Client Success Manager (Account Manager) to strengthen relationships, ensure satisfaction, and drive retention across our clients' portfolio. If you excel at communication, thrive in fast-paced environments, and enjoy helping clients feel supported and confident in their campaigns, this role could be the perfect fit for you!

Role Overview

We are seeking a proactive Account Manager (Client Success Manager) to serve as the primary liaison between clients and internal teams. This role is focused on building strong relationships, ensuring satisfaction and driving retention. You will coordinate onboarding, reporting, and communication across PPC, SEO, LSA, and creative teams, ensuring clarity and confidence for clients.

You’ll act as the voice of the client internally, translating technical performance into clear, actionable insights. Success in this role means high retention, reduced escalations, and clients who feel supported and informed.

Key Responsibilities

• Act as the primary point of contact for assigned clients, managing communication via email, Slack, and scheduled calls.
• Lead onboarding coordination, gathering assets and guiding clients through timelines and deliverables.
• Deliver weekly and monthly reports, translating PPC, SEO, LSA, and GBP performance into client‑friendly explanations.
• Provide knowledge support (not execution) for PPC, LSA, and GBP, confidently explaining campaign performance and KPIs.
• Drive client retention through proactive check‑ins, celebrations, and milestone tracking.
• Identify upsell opportunities and provide feedback loops to leadership on client sentiment and risk.
• Conduct quality assurance audits, spot‑checking campaigns and ensuring assets meet internal standards.
• Collaborate closely with PPC, SEO, and LSA specialists to ensure timely deliverables and smooth cross‑team coordination.

Requirements

What We’re Looking For

• 2–4 years of client services, account management, or customer success experience (agency or SaaS preferred).
• Strong communication skills (written, verbal, and client‑facing).
• Excellent task management and organizational ability.
• Understanding of digital marketing fundamentals (PPC, SEO, LSA, GMB).
• High attention to detail and accuracy.
• Ability to manage 20+ clients simultaneously.
• Conflict resolution and de‑escalation skills.
• Ability to simplify complex topics for clients.

Preferred Skills (Bonus Experience)

• Experience with multi‑location service clients.
• Familiarity with Local Services Ads and Google Ads terminology.
• Data interpretation for reporting.
• Light project management experience.
• Understanding of digital marketing fundamentals (PPC, SEO, LSA, GMB)

Benefits

• Fully remote working model
• Birthday off
• Be part of a client-focused team that values ownership and customer success

To align with U.S. client hours, the role will operate Monday to Friday, 2:00pm – 10:00pm SAST.