Postúlate en Kit Empleo: kitempleo.cl/empleo/1cqfxs

About the Role

The Senior Client Success Manager is a high-impact, growth-path role within the Client Success Department at Local SEO Help. This person will be hired at a senior level and is expected to develop into the SEO Strategist (Pod Lead) position within the pod model over a defined transition period.

This role is designed in two phases. During Phase 1, the hire will build deep knowledge of our clients, brands, and franchise relationships by owning the client success experience across a portfolio of accounts. During Phase 2, they will transition into full Strategist ownership, leading all client performance calls, setting campaign direction, and serving as the strategic lead of a pod.

This is not a junior account management position. We are looking for someone with strong analytical thinking, communication confidence, and the structured discipline to lead franchise client relationships at scale.

Phase 1: Senior Client Success Manager

The first phase focuses on learning our clients, brands, and service model while owning the client success experience across a growing portfolio of accounts.

Client Relationship Management

• Serve as a primary point of contact for clients between monthly performance calls, building rapport and trust through responsive, proactive communication.

• Respond to all client emails and requests within the same business day.

• Anticipate client needs and proactively surface updates, wins, and recommendations rather than waiting to be asked.

• Maintain a thorough understanding of each client's business goals, franchise structure, and key priorities.

Performance Review Preparation

• Prepare slide decks, reports, and dashboards ahead of each scheduled client call.

• Compile and deliver a pre-call context package to the current Strategist or Brand Director, including account updates, status of prior action items, recent client communications, and any flags the Strategist should know going into the meeting.

• Review performance data to identify key trends, wins, and areas of concern, framing each as 3 positives and 2 opportunities to guide the call narrative.

• Meet with the Strategist or Brand Director prior to complex or transitioning calls to align on talking points and priorities.

Action Item Management and Follow-Through

• Create all post-call action item tasks in ClickUp with clear descriptions, assigned owners, due dates, and relevant links.

• Submit tasks for QA review before routing to fulfillment.

• Track task completion and follow up on progress between meetings to ensure nothing stalls.

• Send follow-up communications to keep clients informed and internal teams aligned on deliverables.

Client Record and Health Tracking

• Maintain the permanent Client Record in ClickUp for each account, keeping all fields current: subscription type,



health score, risk flags, top priorities, blockers, last touchpoint, and follow-up dates.

• Manage the Monthly Cycle Task for each Full SEO client, tracking deck status, checklist progress, and linking to the corresponding Client Record.

• Update Client Records after every call to ensure the master tracker reflects current account status.

• Conduct weekly reviews of upcoming calls, verify cycle tasks exist, check for gaps, and update health scores and risk flags.

Growth and Transition Development

• Shadow and co-lead client performance calls, progressively taking on more of the call narrative and discussion leadership.

• Develop the ability to interpret performance data and frame it strategically for client conversations, not just report on numbers.

• Practice delivering post-call summary emails with clear recaps, next steps, and forward-looking context.

• Participate in weekly Client Success Team check-ins to review client feedback, share learnings, and contribute to process improvements.

Phase 2: SEO Strategist / Pod Lead

Once transition criteria are met, the hire moves into full Strategist ownership. This is the target role, and Phase 1 is the structured path to get there.

Client Strategy and Call Leadership

• Lead all monthly and quarterly client performance review calls.

• Prepare a clear call narrative, priorities, and recommendations for each meeting.

• Walk clients through performance updates, address questions and concerns, and confirm action items live on the call.

• Send the first post-call summary email to clients, recapping key discussion points and next steps.

Campaign Direction and Prioritization

• Set and adjust strategic direction for each client account based on performance data and franchise goals.

• Prioritize campaign initiatives across the portfolio, ensuring resources are focused where they will have the most impact.

• Escalate complex or high-risk cases to leadership with clear context and recommended actions.

Quality Assurance and Pod Leadership

• QA all tasks created by CSMs before they move to fulfillment, ensuring accuracy and strategic alignment.

• Monitor fulfillment to confirm that the work being delivered matches the strategy discussed on client calls.

• Review pre-call materials prepared by CSMs for completeness and accuracy.

• Serve as the day-to-day lead for a pod with CSMs, providing direction, feedback,



and accountability.

Documentation and CRM

• Submit detailed post-call CRM notes after every client meeting, including discussion summary, client sentiment, decisions made, action items with due dates, and any risks or flags.

• Maintain accurate and timely documentation to support the full client lifecycle.

Transition Criteria: Phase 1 to Phase 2

The transition from Senior Client Success Manager to Strategist/Pod Lead is based on demonstrated readiness, not a fixed timeline. The following criteria must be met before the transition is confirmed:

Client Calls: Has co-led or independently led a minimum number of calls with positive client feedback and no service gaps

Strategic Framing: Consistently identifies meaningful positives and opportunities from performance data, not just surface-level reporting

Post-Call Quality: Summary emails and CRM notes are thorough, accurate, and require minimal revision

Brand Knowledge: Demonstrates solid working knowledge of all active brands, franchise structures, and key client contacts

Client Success Discipline: ClickUp tasks, Client Records, and Monthly Cycle tracking are consistently current and complete

Team Readiness: Shows ability to review and QA work produced by others, providing constructive feedback and catching errors

Client Trust: Has built rapport with clients to the point where they are comfortable with this person leading the relationship

Qualifications

• Demonstrated experience managing a high volume of client accounts in an agency, professional services, or multi-location environment.

• Proven ability to lead or co-lead client-facing conversations with confidence, clarity, and professionalism.

• Strong analytical thinking with the ability to interpret performance data and translate it into clear, client-friendly insights.

• Experience with structured task management workflows and CRM documentation (ClickUp or similar).

• Excellent written and verbal communication skills.

• High attention to detail with reliable documentation and follow-through habits.

• Experience in digital marketing, SEO, or franchise marketing is a strong plus but not required.

Idóneo Candidate Profile

• Has managed high client volume in a previous role and thrived in the structure.

• Builds client trust quickly and can hold their ground in difficult conversations.

• Takes ownership of client outcomes, not just task completion.

• Is motivated by the opportunity to grow into a leadership position, not just execute work.

• Approaches every interaction with a service mindset while maintaining the confidence to guide client decisions.

• Brings curiosity and a willingness to learn new subject matter quickly, especially if coming from outside the SEO space.

Postúlate en Kit Empleo: kitempleo.cl/empleo/1cqfxs

📌 Senior Client Success Manager (Strategist Track) (Chile)
🏢 Snaphunt
📍 Chile