Customer Success Manager / Ad Grants Specialist

Do you like managing Google Ad Grants accounts? Do you light up when a confused client finally "gets it" and thanks you for making their life easier? Do you enjoy turning technical Google Ads, Tag Manager and Analytics setups into simple, guided steps that nonprofit teams can actually follow? Would you rather build real, long-term relationships with mission-driven organisations than chase one-off support tickets? Do you love... Helping nonprofits to make the world a better place Digging into Google Ad Grants accounts each week to spot small wins, then passing them along in plain language Running friendly, well-organised onboarding calls that get new clients up and running fast Being the calm, reliable voice a nonprofit can count on when something breaks If that sounds like you, keep reading. We're looking for a Customer Success Manager to help our growing base of nonprofit clients get the most out of their $10,000/month in free Google Ad Grants. We think helping nonprofits punch above their weight online is pretty rewarding work. If you agree, read on. About Us We're an AI-powered SaaS platform that helps nonprofits access and maximise Google Ad Grants (up to $10,000/month in free search advertising) without the cost of an agency. The software is built specifically for nonprofits and backed by a real Customer Success team. What we do AI-powered campaign building (keyword strategy, ad copy, and compliance handled in minutes, not months) Plug-and-play account setup and conversion tracking Ongoing account management, optimisation, and plain-English reporting Hands-on Customer Success support for every client, from onboarding onward Who we help Registered 501(c)(3) nonprofits worldwide (eligible in 185+ countries) Comms and marketing teams with limited time or in-house digital marketing expertise Organisations new to Google Ads who want expert guidance without agency fees What Exactly Are We Looking For We're hiring a remote Customer Success Manager to work directly with our Head of Customer Success, supporting nonprofit clients from their first onboarding call through ongoing account management. We're looking for someone who genuinely enjoys client-facing work (running calls, explaining technical concepts in plain language, and following up until things are actually done) and who wants to grow with us as our client portfolio expands. Level of Experience Needed: Entry: You're new to Customer Success or account management, but organised, personable, and eager to learn Google Ads, Ad Grants, GA4, and GTM on the job. or Intermediate: You've worked in Google Ad Grants management, Customer Success, Ad Grants account management, or client support (ideally at a SaaS company or nonprofit agency) and pick up new tools quickly. Summary Run client onboarding calls and send clear, organised follow-ups so nothing falls through the cracks Guide clients through connecting Google Ads, GA4 (Admin or Editor access), GTM (User or Admin with Publish access), and their Google Ad Grants account to our MCC Demo our platform so clients understand how their campaigns are built and managed Discuss each client's goals and strategy, offering tips to help them get the most from their $10,000/month grant Spot and pitch opportunities to add conversion tracking for donation and signup form submissions Conduct weekly account reviews, catch issues early, and implement small optimisations Send clients proactive tips, recommendations, and performance updates in a warm, clear tone Keep every account's notes, tasks, and follow-ups current in HubSpot Flag technical issues or bugs to the team and follow up until they're resolved Work remotely, with flexible hours built around a handful of scheduled calls each week Your Role & Responsibilities Onboarding: Run onboarding calls with new clients, walk them through what we need from them, and send organised follow-up emails so next steps are always clear. Account Access: Guide clients to grant GA4 Admin or Editor access, GTM User or Admin access with Publish rights, and link their Google Ad Grants account to our MCC, troubleshooting permission issues as they come up. App Demos: Walk new and existing clients through our platform (the campaign builder, dashboard, and reporting) so they understand exactly what's happening in their account. Strategy & Goals: Discuss each client's mission and priorities, tailor recommendations to their goals, and share tips to help grow their ad spend and results over time. Conversion Tracking Upsells: Identify accounts that would benefit from tracking donations or signup form submissions, explain the value clearly, and assist with setup via GTM and GA4. Weekly Account Reviews: Review notifications, recommendations, and performance for every account on your list; implement small optimisations (keywords, ad copy, sitelinks, callouts, bidding checks) following our internal process. Client Communication: Send weekly or monthly tips, proactive check-ins, and clear updates, always in our warm, direct, and reassuring tone of voice. CRM & Task Management: Keep HubSpot notes, deal stages, and follow-up tasks current for every account, so nothing relies on memory. Retention: Watch for churn signals (no login, no live campaigns, billing issues) and reach out proactively before they become a problem. Collaboration: Work closely with the Head of Customer Success and escalate technical issues or bugs to the product team when needed. Communication Weekdays, ET business hours, by Slack, Email, and Zoom Onboarding calls scheduled directly with new clients via Calendly One weekly internal check-in with the Head of Customer Success Recurring account review calls with clients as needed (monthly or quarterly for premium accounts) Your Profile Fluent in English: Native or near-native proficiency, written and spoken. Naturally Client-Centred: You genuinely enjoy helping people and it shows in how you communicate. Organised & Detail-Oriented: You keep track of multiple accounts without letting anything slip. Comfortable with CRM Tools: Ideally you've used HubSpot or a similar CRM to manage notes and tasks. Analytical, Curious Mindset: You're comfortable with data and enjoy figuring out why something isn't working. Clear Communicator: On calls and in writing, you explain technical things simply and reassuringly. Professional Remote Setup: Reliable internet, good audio, and a professional presence on video calls. Nice to Have: Prior exposure to Google Ads, GA4, GTM, or the nonprofit sector. Tools / Technical Skills HubSpot, Google Ads / Ad Grants MCC, Google Analytics 4, Google Tag Manager, Google Workspace, Slack, Zoom, Calendly, Loom Values Empowering, Clear & Direct, Approachable, Results-Oriented, Reliability, Transparency, Accessibility, Expertise, Partnership Application Questions (max. 5) Please describe your experience in a customer success, account management, or client-facing support role. Share a specific example of helping a client succeed. Have you worked with Google Ads, Google Analytics (GA4), Google Tag Manager, or Google Ad Grants before? If so, please describe your experience. Have you used a CRM like HubSpot to manage client notes, tasks, and follow-ups? Walk us through how you stay organised across multiple accounts. How would you handle a client who is frustrated because their account isn't spending or something appears disconnected? This role involves running onboarding and review calls with nonprofit clients on video. Are you comfortable being client-facing on camera, and do you have a professional remote setup?