SEO Customer Success Team Lead

About Us Hi! We're LinkGraph, part of the Search Atlas Group, an SEO software company (and full-service digital agency) focused on engineering products and services that help websites improve their performance on Google. We are a rapidly growing organization with clients from Fortune 500 companies to leading Silicon Valley tech startups, and we're looking to bring on a deeply SEO-fluent Customer Success Team Lead to help us propel our growth. If you live and breathe SEO, know how to lead high-performing teams, and thrive in a fast-paced tech environment — we want to hear from you. The Role This role is expected to work in EST. This is a player/coach position where you'll lead and develop the Customer Success Manager (CSM) team while managing your own book of business. You'll be the strategic and technical backbone of the team — guiding client SEO strategies, coaching CSMs on execution, driving retention and upsell, and ensuring our clients see measurable results. This role is not right for you if SEO is something you've only dabbled in. Our clients are sophisticated — from Fortune 500s to top-tier tech startups — and they expect expert-level guidance. You'll need to walk into any client conversation with deep, hands-on SEO knowledge and credibility. Key Responsibilities Strategic Initiatives and Frameworks Create and implement CSM ROCKs (key priorities) and lead execution of the EOS framework within the team. Support CSMs in client SEO strategy and implementation, including spot-checking, auditing, and revising strategies as necessary. Revenue and Retention Collaborate with CSMs to develop upsell strategies aligned with quarterly revenue targets. Address and coach on client escalations to ensure satisfaction and retention. Conduct monthly churn post-mortem reviews to identify patterns and develop win-back strategies. Team Leadership and Development Review HubSpot activity and address irregularities weekly. Conduct performance reviews and provide ongoing coaching and mentorship. Lead CSM hiring, with a strong focus on bringing in SEO-literate talent. Implement and lead training sessions and development programs, including SEO best practices. Communication and Processes Audit Slack and email communications for clarity and accuracy. Monitor and ensure completion of CSM daily responsibilities. Invoicing and Billing Oversee and troubleshoot invoicing and billing procedures. Review potential credit or refund issues before escalation. Tools and Industry Trends Ensure the CSM team is well-versed in Search Atlas tools and SEO best practices. Stay ahead of algorithm updates, industry trends, and emerging SEO tools to keep clients and the team competitive. Sales Collaboration and Compliance Collaborate with the sales team to improve the sales-to-CSM handoff process. Provide feedback on new client issues that may relate to the sales process. Conduct quarterly reviews of risk and compliance policies with the CSM team. Player/Coach Responsibilities Manage your own book of business with a focus on SEO strategy, client satisfaction, and retention. Implement personalized SEO strategies and liaise directly with clients to enhance partnerships. Qualifications Required 3+ years of hands-on SEO experience at the agency or enterprise level — this is a hard requirement. You should be fluent in technical SEO, on-page optimization, link building, and content strategy. 2+ years of leadership experience in customer success or a similar client-facing role. Proven ability to build, coach, and develop high-performing teams. Experience managing client accounts and executing data-driven client strategies. Excellent communication, strategic thinking, and problem-solving skills. Proficiency with HubSpot, billing systems, and customer success tools. Ability to work cross-functionally with sales and other teams. Familiarity with Search Atlas or similar SEO platforms. Experience working with enterprise-level or Fortune 500 clients. Background in a SaaS or high-growth tech environment. Benefits 15 Days PTO + Christmas Day + New Years Day paid off Our Recruitment Process Initial screening call with our recruitment team Technical assessment to showcase your skills (if applicable) Final interview with our Hiring Manager Offer extended Life at LinkGraph We are committed to fostering a healthy work-life balance, innovation, and a collaborative, inclusive culture - no matter where you work. We host monthly virtual game days and events, and our team enjoys the flexibility of contributing to charity initiatives of their choice. We believe in supporting both personal growth and professional success, ensuring that remote work doesn’t mean disconnected work. Here’s a look into our core values: Collaborative & Engaged: We’re a tight-knit team that supports each other and shares knowledge. Excellence Driven: We aim for the highest standards, always raising the bar. Self-Starter Mentality: We take initiative and problem-solve independently. Innovative: We embrace change, experiment, and think outside the box. Student Mentality: We learn from our mistakes and constantly evolve. Why Join Us? We’re proud of the recognition we’ve received for our growth and commitment to creating a positive, inclusive work environment. Here are just a few of the accolades that highlight our success and culture: Nevada’s Top Workplaces - #1 Small Business (Under 150 Employees), Best New Ideas Best Start-Up Agency (U.S. Search Awards) Top B2B Companies (Clutch) Inc’s On The Rise and Best Places to Work (Inc. Magazine) Great Place to Work Certified (Great Place to Work) These awards reflect the hard work, dedication, and passion of our entire team, and we’d love for you to be a part of it!