Client Success Manager

Job Description

📍 Location: Remote — US or Canada (or international with native-level American English)

🕒 Schedule: Monday – Friday, 10:00 AM – 6:00 PM ET (flexibility for PST clients) | Full-Time

About the Role

You will own the full client lifecycle from onboarding to ongoing account management, act as the primary point of contact for a growing portfolio of clients, and work hand-in-hand with the media buying team to ensure results, retention, and an exceptional client experience.

This role reports directly to the founder and is designed to take all client-facing responsibilities off leadership's plate so the company can continue to scale. The right person will have a clear growth path into a Director-level leadership position as the team expands.

Requirements

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for all clients, owning all client-facing communication.

• Lead end-of-month performance review calls, weekly check-ins, and monthly strategy sessions.

• Build deep, trust-based relationships — ensuring every client feels personally cared for.

• Proactively identify and address client concerns before they escalate, reducing churn and increasing lifetime value.

Onboarding & Launch

• Own the full client onboarding process — from welcome call to campaign launch readiness.

• Coordinate with media buyers to ensure smooth campaign setups, creative approvals, and launch timelines.

• Set clear expectations with new clients on deliverables, communication cadence, and performance benchmarks.

Cross-Functional Collaboration with Media Buying Team

• Work as a tag team with the media buying team — translating client goals into actionable briefs and ensuring the team delivers.

• Attend strategy discussions and provide client context that shapes campaign direction.

• Be knowledgeable enough about Meta Ads to answer client questions directly — without needing to defer to a media buyer.

• Monitor campaign results alongside the team and communicate performance updates to clients with confidence.

Operational Excellence

• Maintain and follow SOPs for all client touchpoints — onboarding, monthly reporting, escalation, and offboarding.

• Track client health, satisfaction, and deliverable status using project management and CRM tools.

• Flag at-risk accounts early, propose retention strategies, and execute save plays.

Growth & Retention

• Identify natural upsell opportunities during client conversations.

• Contribute to improving internal processes, SOPs, and client experience workflows as the company scales.

Ideal Candidate Profile

Requirements & Skills

• Experience: 1–3+ years in a client-facing role — client success, account management, customer success, or similar.

• Communication: Exceptional verbal and written English. Must present as a native-level American English speaker on client calls — this is non-negotiable.

• Meta Ads Literacy: Ability to learn and speak confidently about Meta Ads Manager, campaign metrics, and lead generation fundamentals. You do not need to be a media buyer, but you must be able to answer client questions.

• Tools: Comfortable working with Google Suite (Sheets, Docs, Drive), project management platforms (e.g., ClickUp), CRM systems and Meta Business Suite / Ads Manager.

• Mindset: Proactive, coachable, high-ownership operator who thrives in a fast-paced, scaling environment. You take initiative, solve problems independently, and treat the business like your own.

• Availability: Able to work 10:00 AM – 6:00 PM ET (or 10:00 AM – 7:00 PM ET to accommodate West Coast clients). Flexible on non-client-facing hours.

Nice to Have

• Prior experience in a marketing agency or lead generation environment.

• Familiarity with the home services, trades, or contractor industry.

• Experience managing a portfolio of 30+ client accounts simultaneously.

• Background working alongside or coordinating with media buyers or ad specialists.

90-Day Success Metrics

• Fully integrated into the company — understand the industry, the client base, the SOPs, and the team culture.

• Successfully transitioned all client-facing responsibilities off the founder's plate.

• Clients report feeling more cared for; satisfaction and communication quality improve measurably.

• Churn rate decreases or holds steady through the transition period.

• Able to independently lead end-of-month calls and answer client questions without escalation.

Benefits

Compensation & Benefits

• Salary: $55,000 – $60,000 per year (base).

• Growth: Direct mentorship from the founder.

• Culture: Performance-driven but genuinely caring. Transparent communication, open-door leadership.

• Impact: High-visibility, high-impact role where your work directly determines client retention, revenue growth, and company trajectory.