Customer Success Manager

You’ll be the main point of contact for around 20 DTC brands at a performance marketing agency that’s grown 5x in two years. Clients come to you with questions, results and requests. You work with the media buyers, designers and strategists behind the scenes to get it done, and you keep clients happy enough to stay. Right now the two founders do this themselves, and they’re handing it over. Most of the busywork is already handled: reports are drafted by AI, onboarding runs off a checklist and every task lives in Asana. You bring the human side: fast replies, solid follow-ups and monthly calls clients actually look forward to. You’ll need to speak Norwegian, Swedish or Danish, and know Meta and Google ads well enough to explain results to a client. This is a fully remote contractor role. WHAT’S IN IT FOR YOU

• A bonus tied to retention. The agency earns performance bonuses for keeping clients, and you get a cut.
• No building from zero. Reporting, onboarding and task flows are already set up.
• Room to make it better. Want to improve a process or set up an automation? Go for it.
• Real backup. The creative director is in the client chats with you, and media buyers step in on technical questions.
• Early seat on the US push. You’ll be there as the first American clients come on board.
• Four weeks paid time off. And nobody’s counting sick days.

WHAT YOU’RE GETTING INTO

• Keep monthly churn under 5% across around 20 DTC brands, then push it lower.
• Explain each client’s results clearly, including what changed and what’s coming next.
• Spot at-risk accounts early and turn them around before the client thinks about leaving.
• Turn every monthly call into a clear plan with owners and deadlines, then make sure it gets delivered.
• Hold the team to what was promised to clients, so deadlines are hit and nothing slips.
• Send reports that are accurate and tell each client a clear story about their results.
• Get new clients, including the first US brands, set up fast and seeing early results.
• Spot opportunities to grow accounts and bring them to the founders.

WHO YOU ARE

• You understand Meta and Google ads, including the metrics and how agencies run campaigns.
• You can explain to a client why results changed and what’s happening next.
• You think like a project manager: every task has an owner, a deadline and a next step.
• You can keep a lot of clients going at once without any of them feeling forgotten.
• You’re at home in Asana or similar tools and learn new software quickly.
• You make clients feel heard, and they actually enjoy working with you.
• You’re fluent in Norwegian, Swedish or Danish, and your English is strong enough for US clients.