Full-Time | 40 hours per week | Monday-Friday | 9 AM – 6 PM EST
Role Overview
This role involves comprehensive client relationship management, strategic communication, reporting, escalations, upsell opportunities, and internal team direction, serving as the strategic lead for assigned client accounts. The perfect candidate should be capable of stepping into a highly client-facing role where they confidently manage communication, strategy, reporting, escalations, upsell opportunities, and internal team coordination.
The focus of this role is to maintain a high level of expertise, communication, and strategic direction while ensuring clients feel supported, confident, and handled at all times. The Customer Success Manager will act as a trusted growth partner to clients while supporting internal execution, account growth, and overall client satisfaction
Role Responsibilities
Client Relationship Management
- Own client communication and relationship management.
- Communicate with clients through email, Zoom, phone, and other active channels.
- Confidently answer client questions and lead conversations professionally.
- Hold frame when clients ask difficult or challenging questions.
- Build trust with blue-collar business owners and home service operators.
- Make clients feel supported, confident, and handled at all times.
Client Onboarding & Training
- Support customer onboarding for new clients.
- Help clients understand expectations, communication cadence, reporting, deliverables, and next steps.
- Provide customer training when needed.
- Ensure each client has a strong early experience and understands how to work with the team
Strategy & Reporting
- Run strategy and reporting calls independently.
- Complete internal pre-call planning forms before meetings.
- Complete post-call action reports after meetings.
- Review performance and explain results clearly to clients.
- Provide strategic direction internally to the media buying and fulfillment team.
- Brainstorm marketing plans and map out growth opportunities for clients.
- Act as a strategist and trusted growth partner, not just an account manager.
Account Management & Customer Support
- Manage assigned client accounts on an ongoing basis.
- Answer client texts, emails, calls, and messages as they come up.
- Handle support requests and escalations.
- Create and manage tasks in ClickUp for the fulfillment team.
- Quality check completed fulfillment work before or after delivery as needed.
- Coordinate between clients, media buyers, fulfillment team members, and internal leadership.
Upselling & Expansion Revenue
- Identify internal ascension and upsell opportunities within client accounts.
- Communicate growth opportunities to clients in a strategic and consultative way.
- Support expansion revenue by understanding client goals, performance opportunities, and service-fit opportunities.
- Balance relationship-building with authority and commercial awareness.
Required Skills & Qualifications
- Client Communication: Strong client-facing communication skills with the ability to explain performance, insights, and next steps clearly
- Problem Solving & Strategic Thinking: Ability to think critically, solve problems efficiently, and contribute to strategic decision-making
- Process Building: Experience creating and improving workflows and operational processes
- Relationship Management: Proven ability to build and maintain strong client relationship
- Project & Account Management: Skilled in managing multiple accounts, timelines, and deliverables simultaneously
- Customer Success: Experience ensuring client satisfaction, retention, and long-term success
- Escalation Handling: Ability to manage and resolve client escalations professionally and effectively
- Blue-Collar Client Communication: Comfortable communicating with blue-collar business owners in a clear and relatable manner
Preferred Background
- Relevant Experience: 3–5 years of experience in Customer Success, Account Management, Sales, or related client-facing roles
- Agency Experience: Background working in a marketing or service-based agency environment
- Ads Management: Experience managing paid advertising campaigns
- Client Strategy: Ability to develop and present client growth strategies
- Paid Ads Expertise: Strong understanding of paid ads platforms is a major plus
Success Metrics
- Exceptional client satisfaction and long-term retention
Professional communication excellence and responsiveness - Strong strategic leadership for client accounts
- Consistent account growth and upsell support
- Continuous process optimization and innovation
Technology & Platform Management
- Advanced utilization of Slack, ClickUp, Notion, GoHighLevel, ClickUp and internal reporting systems
- Familiarity with CRM systems and project management tools
- Ability to quickly learn and adapt to internal systems and work tools (Slack, ClickUp, Notion, GoHighLevel, ClickUp)
Job Offer:
- $60K Annually
If you meet the qualifications and are interested, kindly complete the form provided below: https://tinyurl.com/33wxudca
