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Job Title: Customer Success Manager (CSM)

Location: Fully Remote

Employment Type: Full-time

Salary Range: Base $60,000–$75,000 | OTE $70,000–$90,000

Start Date: Summer 2026

Work Schedule: Core business hours 9–5 pm EST

Lasso Up is a growth marketing agency that helps businesses stop chasing random marketing tactics and start generating consistent leads. We replace marketing chaos with a proven Growth Marketing Program—designed to build the kind of predictable growth our clients can count on.

Our Customer Success Managers are at the center of that promise. You’re not just managing accounts—you’re the growth partner clients rely on to make their marketing system work. If you take ownership of results, communicate directly, and thrive in a role where your work creates real momentum, this is the place for you.

As a CSM at Lasso Up, you’ll serve as the primary point of contact for a portfolio of clients—guiding them from marketing chaos to consistent, predictable growth. Your mission is to retain and grow client relationships by delivering measurable results, driving upsell opportunities, and generating referrals. You’ll oversee client projects from kickoff to completion, acting as the strategic connector between clients and our internal teams.

You’ll join a team of three CSMs, reporting directly to the VP of Operations. Your portfolio will include a mix of 7–10 larger strategic accounts and 30–40 smaller accounts with significant growth potential.

We’re also investing heavily in AI. Every CSM at Lasso Up is expected to use tools like Claude, ChatGPT, and our custom-built AI solutions as part of their daily work. Basic experience required—strong drive to grow it essential.

• Performance-based commission on upsells and recurring growth — paid monthly and quarterly
• Fully remote — work from anywhere
• Flexible PTO year one, then unlimited PTO
• Dead call weeks (no client meetings) at end of each quarter and Christmas break
• 15 Paid Federal Holidays
• Health insurance options
• Simple IRA plan with 3% company match
• Company equipment
• Paid training and development
• Additional incentive opportunities available

• Build and maintain strong client relationships that drive retention, loyalty, and referrals.
• Proactively identify and propose upsell opportunities that align with client goals and Lasso Up’s Growth Marketing Program.
• Discuss pricing and negotiate confidently to close deals that meet internal standards.
• Manage contract renewals and set clear benchmarks to track client goals.
• Conduct quarterly reviews to measure progress and communicate results clearly.
• Actively seek client referrals and request feedback to continuously improve service.
• Report on performance and ROI on a consistent cadence—no guessing, just results.
• Develop deep knowledge of Lasso Up’s services and make informed recommendations based on each client’s growth goals.
• Manage relationships with external vendors and internal stakeholders to keep work moving.

• Manage scope, budget, and timelines across client deliverables.
• Coordinate with internal Lasso Up teams and external vendors to assign tasks and ensure on-time execution.
• Document and communicate client requirements clearly using project management tools like Teamwork (or equivalent: JIRA, Azure DevOps, Asana, Monday).
• Handle scope changes and escalations by presenting clear options to clients—scope, timeline, or cost.
• Use tools like SEMrush, Google Analytics, and CallRail to track and report on project performance.

• Lead marketing strategy and execution across inbound channels—including local and national SEO, digital advertising, social media, and email marketing.
• Build tailored growth strategies for each client, focused on consistent lead generation, nurturing, and conversion.
• Use lead generation data and results reporting to ensure alignment with client objectives.
• Collaborate with content teams to plan, optimize, and execute campaigns that drive real momentum.
• Identify clear strategic pathways for different client types, including local service businesses and B2B companies.

AI is a real part of how we work—not optional, not someday. You’ll be expected to use it daily and keep getting better at it.

• Use AI tools (Claude, ChatGPT, and Lasso Up’s custom tools) daily. Research, drafting, reporting, client prep.
• Bring ideas for how AI can improve client results or internal efficiency.
• Stay current on what AI can do. Share what’s working with the team.
• Use AI with good judgment. You’re the expert. The tool supports your thinking.

• Run regular client meetings with clear agendas—focused on key metrics, deliverables, and next steps.
• Lead effective presentations: snapshot reporting, a clear purpose, and a defined call to action tailored to your client.
• Address client concerns directly and with empathy—take ownership of issues and drive collaborative solutions.
• Document all client communications and ensure updates are clearly shared with the right people.
• Comfortable managing demanding clients and navigating difficult conversations without losing momentum.

• 3+ years of proven experience in customer success, account management, or project management—ideally in a marketing agency or equivalent setting.
• Strong working knowledge of digital marketing, including SEO, content strategy, and lead generation.
• Excellent communication and presentation skills with a client-first approach.
• Proficiency with project management tools (Teamwork or equivalent), CRM platforms (HubSpot or equivalent), and SEMrush.
• Strategic thinker who can analyze data and translate it into clear, actionable recommendations.
• Collaborative, solutions-oriented approach—focused on results, not just activity.
• Proficiency in Google Suite or Microsoft Suite.
• Basic familiarity with AI tools (such as Claude or ChatGPT) and a genuine eagerness to build this as a core working skill.

• Hands-on experience using AI tools in a professional setting—for writing, research, analysis, or client work.
• Experience with inbound marketing and content creation workflows.
• Familiarity with marketing automation platforms like Mailchimp.
• Certifications in project management, digital marketing tools, or HubSpot.
• Hands-on experience with Google Analytics, CallRail, and Canva.
• Previous experience in digital marketing, tech, or a related field.

Average CSMs manage tasks. Great ones drive outcomes. Our best performers share four things:

• They over-communicate. Clients and teammates always know where things stand.
• They have strong agency. Work moves forward without being pushed.
• They’re driving. They spot opportunities and act on them before anyone asks.
• They address conflict directly. Hard conversations happen, and they move through them.

What Success Looks Like After Year One

• Strong, trusted relationships built across your entire client portfolio.
• Consistent, quality results delivered across accounts. Clients can see it and feel it.
• Difficult client conversations navigated and resolved. Relationships intact and stronger for it.
• Accounts primed for upsell. Strong relationships turned into real growth opportunities.

We promote from within. Strong individual performers in this role have a clear path to Senior CSM and Director of Customer Success, with each level defined by measurable competencies — not tenure. If you want to grow, the track is here and the standards are clear.

Customer Success Manager → Senior CSM → Director of Customer Success → VP of Customer Success

We’re not your typical agency. We’re a fully remote team of growth partners who take full ownership of results—for our clients and for each other. We don’t chase random tactics or trends. We focus on what actually works, and we build systems that prove it. See it for yourself at lasso-up.com/case-studies.

We’re also building a team that uses AI as a real working tool—not a novelty. If you lean into new technology and want to be ahead of where the industry is going, you’ll fit right in.

If you want a role where your work creates real momentum—for businesses that deserve to grow—this is it.

Our Core Values

• Lead and Respond with Positivity
• Over-Communicate
• Take Extreme Ownership
• Be a Problem Solver
• Maintain a Growth Mindset
• Keep it Simple

We believe exceptional work and a healthy life aren’t in conflict. We build in time to recharge—because staying sharp, positive, and motivated is part of doing great work.

Ready to build a marketing system that works—for our clients and for your career? Submit your resume and a cover letter outlining your relevant experience and why you’re the right growth partner for this role.