Mission The mission of the Project + Customer Success Manager is to balance our external (client-facing) objectives and internal (project management) objectives. It is a flexible role that handles a variety of duties that pertains to our firm and our clients.

Your Strengths & Skills

- You must be someone that thrives in ambiguous and complex situations and is able to problem solve at the drop of a hat, or a blink of an eye. You will constantly be challenged to problem solve and come up with solutions.
- You must be someone that thrives in a fast-paced environment that requires multitasking and competing deadlines. You’re able to stay calm and organized. When crises occur, you have the ability to go with the flow, adjust quickly, and embrace chaos.
- Communication and visibility are vital in this role. You must be someone that can easily communicate with your manager and co-workers, whether it’s over Slack, email, or in person. We communicate frequently and quickly - we strive to work with people that are quick and effective at communicating with us and providing the visibility that management requires. Especially since this is a remote role, we need that trust and transparency.
- You take initiative and think of new and creative ways to do things - whether it's delighting a client, discovering and sharing with the team a new and more efficient way to do something, coming up with creative concepts for an influencer campaign, discovering new tools that will benefit our clients, offering to help your manager with new processes or optimizations etc.

Responsibilities

Customer relationship management - Develop and maintain client confidence, rapport and relationships with a strong focus on client retention and customer service (ie. leading client calls, overseeing communications and seeking upsell opportunities) to maintain existing business and acquire new customers

- Leading client meetings and managing communications: communicating insights from reporting and analysis, gathering insights on future content needs
- Management of client communications using Google Drive, Slack and email
- Work with existing and current clients closely to understand their needs and goals
- Collecting and analyzing data concerning consumer behavior to understand changing client needs
- Resolving complaints and keeping track of all processes that pertain to the client's desires




- Evaluate campaign metrics on an ongoing basis and sector trends in order to identify gaps or opportunities to deliver insightful analysis and recommendations for testing, optimization and revenue growth

Project management - Ensure that projects run smoothly, effectively, on time, on budget, and at a premium level of quality

- Documentation and management of all project tasks in ClickUp for Tiny Planet Digital projects, Teamwork (including Teamwork Chat) for Out-Smarts projects
- Manage multiple projects, timelines, and deliverables
- Setup of project timelines and meeting structure
- Oversight of all project documentation
- Collaborating internally with the Tiny Planet Digital Digital team to design, build, execute and monitor results of digital marketing campaigns
- Day-to-day management of projects, team members, and contractors – workflow management, content planning, editing, support and guidance as required
- Coordinate with the Tiny Planet Digital Digital team to ensure campaign schedules are followed and that quality is checked before delivery or presentation to the client
- Support with project estimation, budgets, templates & process
- Contributing to SOP documentation
- Contributing to optimal functioning of processes and systems (such as contributing to after action reviews, project budgets, resourcing new projects)
- Participation in weekly agency meetings to evaluate and report on project health, including reporting on your own assigned projects, alerting the team to any issues that may arise, along with particular successes

Account management

- Contribute to building the sales pipeline by prospecting new customers using phone, cold calls, networking, etc., and assessing customer needs in discovery calls

Must Haves

- Ability to manage multiple team members, client relationships, and internal projects
- Client/service-oriented
- Extreme attention to detail – you take pride in the high-quality, client-ready work you produce
- Exceptional writing and editing skills
- Knowledge and understanding of the digital marketing landscape – we want to hear about the trends you’re following




- Ability to add structure and prioritize issues
- Excellent interpersonal skills – ability to contribute in a high performing team environment
- Hands-on experience with WordPress, Google/Meta/LinkedIn/Reddit Ads
- Working knowledge of SEO/AIO and GEO (Generative Engine Optimization), and comfort using AI tools (ChatGPT, Claude, Perplexity, or similar)
- Based in British Columbia and available for client meetings during Pacific Time hours
- 3+ years of work experience or education related digital marketing communications
- 1+ years experience developing and leading organic and paid digital strategies for clients

Nice to Haves

- Previous agency experience is an asset
- Experience overseeing and managing marketing processes and budgets
- Comfort working in GA4 and Google Tag Manager (including event setup) and building reports in Looker Studio

We are committed to building an inclusive and welcoming workplace, and encourage applications from people of all backgrounds. We believe diverse perspectives make our work better.

Since this is a joint role, you'll go through one hiring process for both companies together — a three-step interview, a practical skills assessment, and reference checks.

A Little Bit About Us

This is a special joint role.

About Tiny Planet Digital

Tiny Planet Digital (tinyplanet.digital) is a full-service digital marketing agency based in Vancouver with clients locally and around the world. With a focus on working with impact-driven businesses, the Tiny Planet Digital Team helps establish, promote and communicate an authoritative online presence for businesses in order to boost the bottom line in this increasingly digital world.

We value new ideas, continued learning, and productivity. We believe in creating an inclusive, passionate, and creative environment for our team and each person's role in contributing to that.

About Out-Smarts

Out-Smarts Marketing helps purpose-led organisations grow their impact online through digital marketing that is transparent, ethical, and effective. We work with clients across a range of sectors, with particular depth in healthcare and senior care, delivering SEO, AIO/GEO, online advertising, content management, and website development. We're a close-knit team that values professionalism, integrity, collaboration, and curiosity, and we hold ourselves to a high standard in everything we deliver.

📌 Project + Customer Success Manager (Canada)
🏢 Tiny Planet Digital
📍 Canada