Job description
Client Success Manager
Location: Remote | US or Canada Salary: $55,000 - $60,000 USD + 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. Client-facing calls must fall within business hours, typically 10AM-7PM EST.
- Location: Fully remote. US or Canada-based strongly preferred.
- Compensation: $55,000-$60,000 USD + performance-based bonuses.
- Reports To: Founder Daniel Pereira, directly.
- Team: Working alongside a dedicated team of 4 media buyers.