Principal Customer Success Manager

Company Description

Our client is a North American agency that supports tech-focused businesses by providing scalable offshore sales and marketing solutions. They help teams generate leads, optimize campaigns, and drive revenue growth without the operational overhead of building large in-house teams.

About the role

We are looking for an experienced client-facing Principal Customer Success Manager to own client relationships, translate business goals into clear briefs, and ensure seamless delivery across marketing teams. This role involves managing communication, tracking KPIs, and proactively identifying growth opportunities to drive client satisfaction and retention.

Key Responsibilities

• Own a portfolio of high-value accounts end-to-end. Set the strategic direction for each engagement, not just the day-to-day tasks. Know when a client relationship is at risk before anyone tells you.
• Lead client conversations with authority. Provide structured updates, flag risks early with a proposed path forward, and document decisions in a way that holds both sides accountable.
• Use Slack, Microsoft Teams, and Google Chat for daily coordination. Be the person internal teams turn to for clear direction, not the person chasing them for updates.
• Design and lead onboarding for new accounts. Build the workflow, set expectations upfront, and establish communication rhythms that reduce friction for the next 12 months.
• Turn client goals into precise internal briefs. Capture objectives, audience, platform, tone, and success metrics in a format the team can execute on without follow-up questions.
• Own reporting across your portfolio. Track KPIs, spot trends before they become problems, and bring recommendations to clients instead of waiting to be asked.
• Lead QBRs. Prepare the narrative, present the data, and come with a growth plan, not just a recap.
• Handle escalations before they reach leadership. Be able to conduct RCAs and own the root cause conversation with the client and drive resolution with a clear timeline.
• Spot expansion opportunities across accounts and work with the AM team to act on them. Reduce churn risk through consistent account health monitoring.
• Mentor junior and mid-level CSMs through real work, not just feedback. Review their briefs, sit in on their client calls, and help them develop judgment, not just process.
• Own SOP development for the CSM function. Identify gaps in how the team operates and build the documentation to fix them.

Skills & Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• 8 or more years of experience in client success, account management, or marketing project management at a digital or creative agency.
• Proven track record managing a portfolio of complex, high-value accounts across multiple service verticals simultaneously.
• Deep working knowledge across Get Levrg's service verticals — enough to advise, brief, evaluate output, and challenge the team when the work falls short.
• Exceptional written and spoken English. You'll be leading client calls, running QBRs, and writing briefs that the team executes without follow-up questions.
• Strong analytical instincts. You read performance data across channels and turn it into a clear narrative with a recommendation attached.
• Daily hands-on experience with project management tools like Monday.com, ClickUp, Asana, or Notion.
• Solid experience with CRM and marketing automation platforms like HubSpot or Klaviyo—enough to advise clients credibly and catch bad recommendations.
• Demonstrable experience building or improving internal SOPs, onboarding workflows, or team standards.
• Experience developing and mentoring other CSMs or account managers.
• Proficiency across project management, communication, and AI tools — Monday.com, ClickUp, Asana, Notion, Gemini, Claude, or similar.
• Willingness to work 5 PM to 2 AM remotely, with flexibility for daytime calls and weekly in-office collaboration.
• Experience with B2B, SaaS, e-commerce, or D2C brands preferred.
• Experience in a lead or principal-level CSM role at a fractional, retainer-based, or multi-service agency is preferred. 
• Background in LinkedIn outbound , cold email strategy or sales enablement workflows required.
• Experience with UGC strategy or creator coordination is preferred.

Employment Structure

• Hybrid in Dhaka, Bangladesh | Full-time
• Salary: BDT 120,000 - 140,000
• Benefits: Government holidays + Bi-annual festival bonuses + Annual salary review + Paid casual & sick leave
• Work Week: Monday-Friday, 05:00 pm - 02:00 am

Hiring Process

1. Screening interview with Talvette
2. Task Assessment
3. First Interview with HR and CSD
4. Final Interview with the COO
5. Receive an offer
6. Join their team full-time