Customer Success Manager

Graphite is a technology-enabled growth agency that helps fast-growing companies like Masterclass, Notion, and BetterUp unlock sustainable revenue through content and SEO. We’re obsessed with impact— it’s foundational to who we are, why we’re successful, and how we approach delivering outcomes for clients and ultimately, everyone on the internet. We are a fully distributed company with team members located across North America, Latin America, and Europe. Come join us and help us create the best content, everywhere that matters.

The rapid growth of our technology-enabled agency business has put us in an exciting position to make our core SaaS platform which has been foundational to our agency's success available to new customers.  As a result, we are eagerly searching for a Customer Success Manager to support us in our growth. 

Graphite is a fully distributed company with team members located across North America, Latin America, and Europe. This is a remote opportunity.

What you'll do:

• Account Management: Be the primary owner of customer accounts, ensuring customers are successful on the Graphite platform.

• Own multiple Key Performance Indicators for owned accounts:  including success milestone complete, health score, renewals, and revenue expansion

• Content strategy: Organize an impactful content calendar that balances the customer’s brand priorities, relevant content categories, different page types and operational constraints.

• Topic selection: Choose strategic content topics that balance the customer’s brand priorities and SEO metrics.

• Ensuring content quality: Guide the customer in creating premium editorial content, including recommending SEO best practices like titles, keywords and linking, but also content marketing best practices such as focusing on the right persona and having a fluid article structure.

• Monitor and communicate performance: Monitor the performance of the customer's site and have the ability to report on early success signals, including being capable of adapting a basic growth projection model to different customers and walking them through it. 

• Basic Technical SEO: Understand the basics of Technical SEO, flagging fundamental issues that can hinder a site’s performance (e.g. indexing, rendering, linking)  

• Basic CRO:  Understand the basics of Conversion Rate Optimization and how it can be applied to content to increase ROI.

What you’ll need:

• 2+ years of experience driving impact in a strategy role, including Content Strategy, Marketing, Sales, and/or Customer Success

• Business Know-How: Ability to quickly understand a customer's business model in order to recommend strategies and tactics that will drive revenue for the business

• Know how to identify blockers: Identify current and potential blockers that get in the way of the client reaching their goals

• Capacity to solve problems: Clearly explain blockers to the customer with examples and actionable next steps

• Excellent project management skills: Knowing when and how to motivate our customers to implement recommended steps that we know will result in impactful outcomes 

• Ability to contextualize: Be fast to understand every customer's business model and end goal and have that as a guiding start when making content strategy recommendations

• Excellent time management skills: Juggle 10-15 clients, knowing when accounts need extra time and being able to prioritize that effectively

• Excellent communication: Ability to adapt communications for different audiences, such as executives and copywriters and various formats such as email or live meetings 

• Capacity to create SEO-optimized content: Proven experience or demonstrated ability to create content from scratch. Understanding what it takes to make content, from the ideation to choosing the best formatting, to publishing. 

• Marketing ROI Understanding: Basic understanding of marketing channels and how and when they result in ROI for clients

How we’ll help:

Graphite’s mission is to create an environment where you build the best work of your career. In order to facilitate this, we provide:

• Process As Needed - We view the process as a way to empower better work, not as a series of dogmatic rules. We develop the best internal processes as we do products - through iteration, measurement, and continuous improvement

• Autonomy - We trust you to be excellent at what you do. We will provide as much support as needed when needed, but no more. You will have autonomy and agency to drive projects forward, and own decisions and outcomes

• Flexible Work Environment - Flexible Work Environment - Everyone’s optimal work style is unique. We operate as a distributed team across the United States, Canada, Latin America and Europe. We optimize for productivity and performance, not time spent in an office. Help us build an optimal work environment that fits you as an individual

• Compensation - We want to work with the best people in the World and compensate accordingly

• Vacation & Time Off - In order to be the best version of yourself, you need time to recharge. We offer flexible PTO. Take time when you need it

• Benefits - We will ensure you have quality health care coverage and opportunities to further your education

Graphite provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information or any other protected classification.