Customer Success Lead

💼 Position: SEM & Paid Search Customer Success Lead

📍 Location

• Remote LATAM (Mexico & Colombia preferred)

⏰ Schedule

• Full-time - Monday to Friday 9:00 AM – 5:00 PM U.S. Eastern Time or Pacific Time

💡 About the Role

Our client is an AI-powered performance marketing company that helps brands scale paid search through innovative SEM strategies and proprietary ad creative technology.

They are looking for an experienced Customer Success Lead / Director to own strategic client relationships end-to-end while serving as a player-coach for a team of SEM Account Managers. This is a senior leadership role for someone who has already managed enterprise-level customer relationships, led SEM initiatives at scale, and mentored high-performing teams.

The ideal candidate combines deep hands-on SEM expertise with strong leadership, strategic thinking, and executive-level communication skills. This person will be responsible for ensuring client success, driving retention and growth, establishing SEM best practices, and helping scale the company's customer success organization.

📑 Key Responsibilities

• Customer Success & Strategic Account Leadership
• Own the customer relationship end-to-end, from onboarding through long-term account growth and renewal.
• Serve as the primary strategic advisor for a portfolio of enterprise clients, developing long-term SEM strategies aligned with business goals.
• Lead executive business reviews (QBRs), performance meetings, and strategic planning sessions with senior stakeholders.
• Drive customer retention, account expansion, and overall client satisfaction.

SEM Strategy & Performance

• Develop and oversee high-performing SEM strategies across Google Ads, Microsoft Ads (Bing Ads), and other paid search platforms.
• Define campaign standards, optimization frameworks, and best practices across the SEM team.
• Analyze campaign performance, identify opportunities, and translate complex data into strategic recommendations.
• Leverage Google Sheets and Excel to analyze large datasets and support data-driven decision making.

Team Leadership

• Mentor, coach, and support a team of Customer Success Managers and SEM Account Managers.
• Lead onboarding, quality assurance, and ongoing professional development initiatives.
• Establish scalable workflows, documentation, and operational playbooks to improve consistency across the team.

Ad Technology & Cross-Functional Collaboration

• Champion the adoption of the company's proprietary ad creative technology to improve campaign performance at scale.
• Collaborate closely with Product, Engineering, Creative, and Operations teams to continuously improve customer outcomes.
• Help shape internal processes that support growth, automation, and operational excellence.

✅ Qualifications

• 7+ years of hands-on experience managing SEM campaigns across Google Ads and Microsoft/Bing Ads.
• Proven experience owning senior client relationships and serving as the primary point of contact for enterprise accounts.
• Experience leading, mentoring, or managing SEM or Paid Search teams.
• Strong expertise in paid search strategy, campaign optimization, keyword management, bidding strategies, and performance analysis.
• Advanced proficiency in Google Sheets and Excel for reporting, analysis, and decision making.
• Experience presenting campaign performance and strategic recommendations to executive-level stakeholders.
• Strong communication, presentation, and problem-solving skills.
• Native or near-native English proficiency.
• Availability to work full-time during U.S. business hours.

🌟 Nice to Have

• Google Ads Search Certification.
• Experience working within digital marketing agencies or ad-tech companies.
• Experience with Search Ads 360, Google Ads Editor, or other enterprise SEM platforms.
• Familiarity with AI tools and automation platforms used to improve SEM workflows.
• Experience with ad technology platforms, creative automation, or campaign management software.
• Passion for staying current with SEM trends, Google Ads platform updates, and emerging technologies.
• Builder mindset with experience creating processes, documentation, or operational playbooks.

💡 Benefits

• 100% Remote work.
• Work with cutting-edge AI-powered SEM technology.
• Opportunity to own strategic enterprise accounts from onboarding through renewal.
• Leadership role with direct impact on customer success and company growth.
• Collaborative, fast-paced environment focused on innovation and continuous improvement.
• Long-term career growth opportunities within a rapidly scaling company.