Customer Success Manager

Job Description

Client Success Manager

Location: Remote | US or Canada

Salary: $55,000 – $60,000 USD Base + Performance Bonuses

Hours: Flexible | Client-Facing Calls ~10AM–7PM EST

Employment Type: Full-Time

Portfolio: ~30 Client Accounts

Key Responsibilities

Client Onboarding & Launches

• Own the end-to-end onboarding process for new clients — set expectations, establish communication cadence, and ensure a smooth launch
• Introduce clients to the team, tools, and processes with confidence and clarity
• Ensure every new client feels taken care of from day one

Week-to-Week & Month-to-Month Client Management

• Serve as the primary point of contact for your entire client portfolio (~30 accounts)
• Conduct regular check-in calls and monthly performance reviews with clients
• Keep clients informed, aligned, and confident in their campaigns at all times
• Proactively flag issues before clients notice them — always stay one step ahead

Media Buyer Collaboration

• Work closely with the media buying team of four to align on campaign strategy and performance
• Coordinate between clients and media buyers — translate client feedback into actionable direction
• Attend and co-lead end-of-month strategy calls alongside the founder and media buyers
• Understand campaign metrics well enough to speak to them confidently without always deferring to the team

Retention & Growth

• Own churn prevention — proactively identify at-risk clients and take action before they escalate
• Drive client satisfaction and relationship quality across your entire portfolio
• Identify natural upsell opportunities (e.g., appointment booking add-on) and surface them at the right time
• Collect testimonials, referrals, and Google reviews from satisfied clients

Operations & Communication

• Manage client communication across calls, emails, and messaging platforms
• Keep ClickUp tasks and client records up to date and organized at all times
• Ensure nothing falls through the cracks — ever

Requirements

Experience

• 1–4 years of experience in Client Success, Account Management, or a client-facing role
• Proven ability to manage multiple client accounts simultaneously
• Background in a digital marketing agency environment is a strong plus
• Experience in the trades or home services industry is a bonus — but not required

Marketing Knowledge

• Working knowledge of Meta Ads (Facebook/Instagram) — enough to answer client questions confidently
• Familiarity with Google Ads concepts and basic digital marketing metrics
• Ability to read performance data and translate it into clear, plain-English conversations
• You don't need to press the buttons — but you need to understand what the buttons do

Communication & Presence

• Exceptional verbal communication — clear, confident, and professional on video calls
• Native or near-native English fluency — our clients are blue-collar US business owners
• You present polished and professionally on camera — appropriate setup, lighting, and appearance
• You can hold a real conversation with a business owner without sounding scripted

Mindset & Character

• Highly coachable — you absorb feedback fast and apply it immediately
• Ownership mentality — you don't wait to be told; you figure it out
• Performance-driven — you care about results as much as relationships
• Calm under pressure — when a client is frustrated, you are the steady hand
• Team-first attitude — you thrive in a collaborative, fast-moving environment

Tools You Will Work With

• Meta Ads Manager & Meta Business Suite
• ClickUp — task management and internal communication
• Google Workspace (Drive, Sheets, Docs) — reporting, SOPs, documentation
• GoHighLevel (GHL) — CRM and client communication

Benefits

• Schedule: Flexible overall — as long as work gets done. Client-facing calls must fall within business hours, typically 10AM–7PM EST to accommodate PST clients.
• Location: Fully remote. US or Canada-based strongly preferred. Candidates outside North America will be considered if they are native-level English speakers with no detectable accent on calls.
• Compensation: $55,000–$60,000 USD base + performance-based bonuses
• Reports To: Founder Daniel Pereira, directly
• Team: Working alongside a dedicated team of 4 media buyers