Customer Success Manager (Facebook Group)

About Zabota

Zabota is a globally recognized recruitment partner focused on building high-performing remote teams for fast-growing U.S. businesses. The company has been named a Top HR Staffing Company by Clutch in 2025 and specializes in connecting standout talent from LATAM, Europe, and other regions with ambitious employers.

About the Client

The hiring client is a rapidly expanding Facebook Group marketing agency that helps businesses generate leads and grow engaged communities through social media strategy and active audience management. Their operation supports more than 300 active clients through a pod-based remote structure.

Role Overview

This is a senior, strategy-led Customer Success Manager position. You will serve as the main representative for a portfolio of roughly 70 clients at the start. This is not an execution-heavy campaign role, as the day-to-day operational work is managed by Project Managers, Account Managers, and Copywriters inside the pod.

Your main focus will be to guide strategy, strengthen client relationships, keep initiatives moving in the right direction, and ensure internal teams remain aligned, responsive, and accountable. The role combines client-facing ownership with internal leadership in a fast-paced agency environment.

What Your Day Will Involve

• Managing client-facing touchpoints such as onboarding calls, monthly strategy sessions, reporting meetings, and escalation handling.
• Providing internal direction by supervising Project Managers and Account Managers, assessing strategic direction, checking delivery standards, and keeping execution smooth across the team.

Responsibilities

• Take full ownership of strategy and client outcomes across a large Facebook Group marketing portfolio.
• Run onboarding discussions, recurring strategy meetings, and regular client check-ins.
• Serve as the main strategic advisor and day-to-day contact for clients.
• Monitor the performance of the internal pod and make sure campaigns are delivered correctly.
• Partner with Project Managers and Account Managers to lift campaign quality and improve retention.
• Track Slack communication and react promptly to client issues or escalations.
• Assess campaign materials and the overall client journey.
• Support growth through referrals, reviews, upsells, and retention efforts.

Qualifications

• Background in Customer Success, Account Management, or Client Services within a marketing agency or other service-based business.
• Excellent communication abilities and a strong capacity to build lasting relationships.
• Prior experience leading teams or coordinating cross-functional workflows.
• Familiarity with social media marketing or online community growth.
• Strong organizational habits and careful attention to detail.
• Comfort working with a large client load in a high-speed setting.
• Proactive working style with a high sense of ownership and accountability.

Offer Details

• Remote position, with preference for candidates based in the U.S. or Canada.
• Full-time schedule aligned to Eastern Standard Time working hours.
• Annual base compensation of USD 100,000.
• Quarterly churn-based bonuses.
• Commission opportunities tied to upsells.
• Strong performers may earn between USD 120,000 and USD 140,000 or more.

KPIs

• Keep portfolio churn under 6%.
• Complete monthly client meetings and reports on schedule.
• Maintain quick response times for client communication.
• Meet campaign lead generation goals.
• Improve results in upsells, referrals, and retention.

Hiring Process

• Initial screening with Zabota.
• Interview with the client.
• Practical assignment or a second-round interview.
• Final offer.