CLIENT STRATEGIST / CUSTOMER SUCCESS MANAGER (CSM)
Location: Remote (US/Canada only)
Working Hours: 8:30 AM - 5:30 PM CST
Compensation: $60,000 base + performance bonus | Total comp $75,000-$85,000
Reports To: Founder / CEO
ABOUT THE COMPANY
Our clients are blue-collar business owners doing $1M-$3M in annual revenue who are outsourcing their entire marketing department to us. They expect a strategic partner who speaks their language — not a vendor reading off a dashboard.
We position ourselves as a younger, hungrier, tech-driven alternative to traditional agencies. Our team is high-energy, constantly learning, and pushes each other through personal development. We want someone who fits that culture.
THE ROLE
This is a Client Strategist role — someone who owns the client relationship, understands marketing strategy at a conceptual level, and serves as the bridge between the client and the fulfillment team. You don't need to be the one pressing buttons in ad accounts — we have dedicated media buyers for execution. But you need to understand strategy well enough to guide the client, explain performance, and direct the team.
The governing rule: You just have to know more than the customer. You're a strategist and translator, not a technical operator.
You will manage a pod of ~30 clients (20-25 high-ticket + low-ticket accounts), serving as their primary point of contact, strategic advisor, and the person they trust to run their marketing.
WHAT YOU'LL DO:
- Own client relationships end-to-end — weekly/biweekly calls, text updates, personalized reporting
- Understand and communicate funnel strategy — lead gen ads, retargeting, CRM flows, automated follow-up sequences
- Review campaign results, identify trends, and translate marketing data into language a business owner understands — no jargon, just results and next steps
- Direct creative — guide the creative team on what ads should say and look like based on what's working
- Drive retention, upsells, referrals, Google reviews, and testimonials
- Hold frame on client calls — our clients are direct, sometimes aggressive, and expect you to run the meeting with confidence
- Bridge the gap between client needs and media buyer execution — understand what the client wants, translate it into actionable strategy for the team
REQUIREMENTS
MUST-HAVES:
- Blue-collar or trades background: You've worked in or around the trades (HVAC, plumbing, roofing, electrical, landscaping, remodeling, or similar). You speak the language of home-service business owners as a peer, not a marketer. This is the single most important qualification.
- Marketing background: You don't need to be an expert, but you understand what marketing is: funnels, ads, leads, basic metrics. You've worked for a marketing company, tried to start one, or have a marketing degree. You need enough foundation that we're not teaching from scratch.
- Extremely articulate: You speak fluently, collectedly, and intelligently. Blue-collar owners trust people who communicate well. This is critical — strong on the phone and on video.
- Sales instinct: This role is more sales than marketing. You can handle an upset client, set frame, validate their frustration, redirect to a resolution, and upsell by pointing to what's working.
- Hungry and driven: You're energetic, tech-savvy, constantly learning, and fully bought into the agency's mission. You want to grow with us, not just collect a paycheck.
- Proactive communicator: You reach out before the client has to ask "what's going on?"
NICE-TO-HAVES:
- Full-funnel experience (ads → CRM → automated follow-up)
- Experience with Facebook Ads, Google Ads, or LSAs
- Creative direction experience
- Agency experience managing multiple accounts
- Familiarity with CRM platforms (GoHighLevel, HubSpot, or similar)
- SEO fundamentals
WHAT WE CAN TRAIN VS. WHAT WE CAN'T:
Trainable (we'll teach you):
- CRM specifics and internal tools
- Google Ads details
- SEO / GBP finer points
- Our internal SOPs and pod structure
- Platform-specific strategy and optimization
Not trainable (you need these from day one):
- The concept of how marketing strategy works (funnels, ads, metrics)
- Articulate, confident communication
- Blue-collar rapport and trust-building instincts
- Hunger and drive
WHO THIS ISN'T FOR:
- Strong communicators with zero marketing foundation
- Marketing veterans with no blue-collar exposure
- People who are primarily comfortable behind a keyboard — this role is phone-first
- Reactive personalities who wait for clients to come to them
- Anyone who gets flustered when challenged on a call
BENEFITS
- $60,000/year base salary
- Performance bonus structure tied to retention, upsells, and client satisfaction
- Total compensation: $75,000-$85,000 depending on performance
- Path to Head of Customer Success as the company scales the pod model
- Quarterly in-person team meetups
- Fully remote — work from anywhere in US