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About the Role

This role is not a standard Customer Success Manager position. You will be the primary point of contact for clients, responsible for their entire journey from onboarding through retention and escalation. You will anticipate client issues, maintain accurate expectations, and ensure clients feel valued. This position requires a proactive approach and the ability to manage challenging client situations effectively. You will also contribute to building the Customer Success function by creating processes and SOPs, with a future path to leadership.

Responsibilities

Own client relationships completely, from onboarding through retention and escalation.
Act as the main point of contact from the moment a client signs.
Onboard clients and manage weekly or monthly check-ins.
Manage client expectations clearly and ensure they are informed about project status.
Respond to clients within one hour during working hours.
Proactively identify and address client issues before they escalate.
Handle difficult client conversations with confidence and professionalism.
Escalate issues appropriately when necessary.
Track key performance metrics, communicate them clearly, and tie them to client goals.
Collaborate with internal teams to ensure data accuracy and client understanding.
Build documentation and write Standard Operating Procedures (SOPs).
Mentor new Customer Success Managers as the team grows.

Requirements

Own the client relationship fully, including challenging aspects.
Possess real agency experience managing clients in digital marketing (SEO, paid social, or both).
Communicate clearly under pressure and build client trust through directness.
Be highly detail-oriented and proactive, taking initiative without being asked.
Proficient with GoHighLevel, Asana, and Slack.
Ability to quickly learn new tools.
Interest in building processes, teams, and a career.
3+ years in a CSM, account management, or client success role, preferably within a marketing agency.
Experience managing clients across SEO and/or Facebook Ads with measurable retention outcomes.
Experience navigating difficult client conversations without losing the account or professionalism.
Experience building or contributing to SOPs, processes, or team infrastructure.
Proven ability to work independently in a fully remote environment.
Experience managing contractor relationships or working with service-based clients at scale is a bonus.
Ability to describe a client retention scenario, including actions taken and outcomes.
Ability to think in systems, not just tasks.
Ability to outline a month-one plan for the role.

Skills

Client Relationship Management
Onboarding
Retention
Escalation Management
Expectation Management
Proactive Problem Solving
Clear Communication
Reporting
Performance Tracking
Process Documentation
SOP Creation
Team Building
Digital Marketing (SEO, Paid Social)
GoHighLevel
Asana
Slack

Location

Remote
Eastern Time Zone

Work Type

Full-time
Remote

Experience Level

3+ years in a CSM, account management, or client success role
Leadership track potential

Salary/Compensations

Competitive base

Benefits

Paid time off
A real path to leading your own team
A company that documents everything and keeps building

About the Company

A high-ticket coaching, consulting, and implementation firm working exclusively with $1M–$10M+ agency owners.
Helps agencies transform into high-margin, scalable operations through masterminds, implementation programs, and AI-agent integration.
A systems-first company that builds processes, not just teaches standards.
The #1 fastest-growing coaching program for marketing agencies, with 225+ agencies joining in the last 12 months.
Founded by two entrepreneurs with successful agency scaling and exit experience.
Currently undergoing significant growth and development in four key areas: Flagship Event, Geographic Expansion (UK), AI Integration, and HQ Buildout.
The company is in a building phase, not a finished state.