We’re a Newcastle-based search marketing agency with a simple belief: search isn’t a channel anymore — it’s a landscape of surfaces where buyers and AI models decide who to trust, who to cite, and who to choose
Our integrated approach runs SEO, Google Ads, and AI search as one system, with every channel and every metric laddering back to the one number that matters: revenue. We work with ambitious brands who are done optimising for clicks and ready to compete on authority.
Our team is small, sharp, and fully remote — and we’re looking for someone who wants to be part of what comes next.
Client relationships are at the heart of everything we do, and this role exists to make sure ours are exceptional.
You’ll be the primary point of contact for a portfolio of clients — keeping communication tight, meetings productive, and relationships strong. You’ll work closely with our SEO, content, and paid media teams to make sure work lands on time and clients always know where things stand.
This role is fundamentally about retention. You’ll succeed by making clients feel genuinely looked after, consistently informed, and confident in the value we deliver.
Serving as the primary contact for your client portfolio across email, calls, and reporting
Running regular WIP calls and ensuring follow-ups are actioned promptly
Coordinating deliverables across SEO, content, and paid media teams
Keeping clients informed on progress, results, and strategy
Managing expectations around scope, timelines, and priorities
Supporting onboarding for new clients and retention at renewal
Flagging risks early and working with the team to resolve them
You thrive on keeping clients informed and feel genuine satisfaction when a relationship runs smoothly
You raise issues before clients do — proactive is your default, not reactive
You write clearly and communicate with warmth and confidence, whether in an email or on a call
You can juggle multiple accounts without dropping the ball, and you have a system for it
You take feedback well and use it to improve — you're not precious about how things get done, just that they get done well
You're comfortable working remotely and independently, without needing someone to keep you on track
You have a solid understanding of digital marketing — you don't need to be a specialist, but you need to know how SEO, Ads, and content fit together
You're genuinely interested in AI and where it's taking search — not just ticking a box, but actually curious
Bonus: you've worked in an agency and you know what good client communication looks like at pace
Think this is you? Visit our website here to apply - https://www.firewiredigital.com.au/customer-success-manager/
We have a short application form there — it takes about 10 minutes and helps us get to know you properly before we pick up the phone.
The form asks you a few scenario-based questions about how you actually work. There are no trick questions — we’re just trying to understand how you think.