Customer Success Manager

About Optimite

Optimite is the Email Ops-as-a-Service partner for high-growth eCommerce brands and agencies. We fully manage email strategy, copy, design, development, QA, and reporting - so our clients can step out of the inbox and scale faster. Trusted by over 500 teams globally, we deliver fast, conversion-focused email systems built on Figma and executed in 48 hours or less.

Team

With a mission to become the World’s No. 1 Email Marketing Agency, we’re scaling at hyper-growth. Our founders, Nishant and Sushant Yadav, launched Optimite in 2019 and have since partnered with the largest Shopify brands and digital agencies across the US and Europe.

Location: India (Remote)

Work Timings: 10am - 7pm IST or 1pm - 10pm IST depending on the role

Working Days: Monday to Friday, with 2 alternate Saturdays working

Note: Only shortlisted candidates will be contacted

About The Role

As a Customer Success Manager at Optimite, you’ll be the face of our delivery process - managing client communication, coordinating with internal teams, and ensuring campaigns are executed on time and with quality. You’ll act as the bridge between clients and our design, copy, and development teams, ensuring every brief is clear, every risk is flagged early, and every report is accurate.

This is a client-facing role that requires strong ownership, attention to detail, and the ability to keep multiple moving parts aligned.

What You’ll Do

Client Servicing

• Run weekly syncs with clients and share clear follow-ups.
• Build trust and relationships by being the go-to person for client updates.
• Flag potential risks and blockers early to ensure smooth delivery.
• Ensure queries and tickets are acknowledged and resolved promptly.
  
  

Delivery Coordination

• Write clear briefs in ClickUp for design, copy, and dev teams.
• Ensure campaign deadlines are met and handovers happen without gaps.
• Coordinate with cross-functional teams to resolve dependencies quickly.
• Maintain accountability so nothing falls through the cracks.
  
  

Risk & Escalations

• Proactively identify risks before deadlines slip.
• Escalate unresolved issues to senior leadership with recommended solutions.
• Frame solutions, not just problems, when raising risks.
• Support urgent fixes with clarity and speed.
  
  

Reporting & Documentation

• Maintain accurate client status reports and share them.
• Ensure ClickUp tasks are fully updated with descriptions, attachments, and due dates.
• Keep task logs accurate with minimal mismatches between planned and delivered.
• Share regular updates with clients and internal teams.
  
  

Must-Have Skills

• 2–4 years of experience in account management, client servicing, or project coordination (agency experience is a plus).
• Strong organizational skills and experience using project management tools (ClickUp, Asana, or similar).
• Excellent communication skills (written and verbal) with a client-first mindset.
• Ability to manage multiple stakeholders and deadlines without losing detail.
• Strong problem-solving and escalation skills.
  
  

Good-to-Have Skills

• Experience in email marketing or digital marketing projects.
• Familiarity with Figma, Klaviyo, or similar email platforms.
• Exposure to reporting tools (Google Sheets, Data Studio, etc.).
• Ability to spot workflow inefficiencies and suggest improvements.
  
  

What Success Looks Like

• Clients feel informed, supported, and confident in delivery.
• Campaigns and flows move from brief to live without delays.
• Risks are flagged early and handled before they become problems.
• Reports and updates are always accurate and on time.
  
  

Culture Fit

• You believe in structure and clarity - no messy handovers.
• You thrive in a fast-paced environment with global clients.
• You’re proactive: you don’t wait for problems, you anticipate them.
• You balance empathy with accountability, keeping both clients and internal teams aligned.