Customer Success Manager

Role Overview

This position is a full-time remote Customer Success Manager role aligned to Eastern Time, with working hours from 9:00 AM to 6:00 PM ET. It is designed for someone who fully owns client relationships rather than simply checking in periodically.

You will be the primary owner of each account from onboarding through retention, escalation handling, reporting, and ongoing client communication. The right person is proactive, calm under pressure, highly organized, and able to make clients feel fully supported and confident in the partnership.

About the Company

The company is a high-ticket coaching, consulting, and implementation firm that works only with agency owners generating $1M to $10M+ in revenue. Its focus is on helping these businesses shift from owner-dependent, talent-heavy operations to scalable, high-margin systems through masterminds, implementation-intensive programs, and advanced AI-agent integration.

The business describes itself as systems-first and claims to be the fastest-growing coaching program for marketing agencies, with more than 225 agencies joining in the last 12 months. It was founded by two operators with strong agency-building backgrounds and is currently expanding across several major initiatives.

Current Company Priorities

• Hosting a flagship event for around 200 agency owners over four days in Las Vegas from June 11 to June 14.
• Expanding into the United Kingdom market.
• Rolling out a full AI-agent infrastructure across the business.
• Building a destination-style headquarters for the agency industry.

The person hired now will join during an active growth phase and will help shape the company while it is still being built.

Key Responsibilities

You will act as the main contact for every client you manage, guiding them from the first onboarding call through recurring check-ins, performance conversations, and retention efforts. You will also work closely with the marketing and fulfillment teams to ensure the service being delivered matches what was promised.

If delivery falls short, you are expected to notice it early, flag it quickly, and help drive a solution. In addition, you will contribute to the creation of the role itself by documenting processes, drafting SOPs, and supporting the future development of a larger CSM team.

What Success in This Role Looks Like

• Owning client relationships end to end, not just the positive moments.
• Running onboarding and regular check-ins based on the service model.
• Setting clear expectations and keeping clients informed at all times.
• Responding to clients during working hours within one hour.
• Spotting retention risks early and addressing them before they escalate.
• Coordinating with internal teams to ensure delivery and reporting are accurate.
• Explaining performance data to clients in a simple, clear way.
• Creating documentation, processes, and SOPs for the function.
• Supporting future team growth and mentoring newer CSMs later on.

Candidate Profile

The ideal candidate is someone who has genuinely managed client relationships in agency environments and can stay composed when conversations become difficult. They should be highly detail-oriented, naturally proactive, and comfortable working independently in a fully remote setup.

This role suits someone who thinks in systems, communicates directly, and wants to help build both a function and a career path inside a growing company.

Requirements

• At least 3 years of experience in customer success, account management, or a similar client-facing role, preferably in a marketing agency.
• Experience managing clients in SEO and/or Facebook Ads, with results tied to retention.
• Ability to handle difficult client conversations while protecting both the relationship and professionalism.
• Experience building or contributing to SOPs, workflows, or internal processes.
• Comfort working autonomously in a remote environment without heavy oversight.
• Familiarity with GoHighLevel, Asana, and Slack, with the ability to learn new tools quickly.
• Bonus consideration for candidates who have managed contractor relationships or served service-based clients at scale.

How You'll Be Evaluated

Applicants should be able to clearly explain a time they retained a client during a challenging situation, including what went wrong, how they responded, and what outcome followed. The team is looking for someone who can naturally speak about systems, not just tasks, and who can outline what they would do in their first month without needing prompting.

Interview Process

• Complete a Culture Index survey.
• Initial screening with the recruiting team.
• Interview with the internal operations lead.
• Final interview with the founders.

Benefits

• Competitive base compensation.
• Fully remote work with Eastern Time hours.
• Paid time off.
• Opportunity to grow into a team leadership role.
• Well-documented processes and a company that continues to build instead of operating chaotically.

Application Instructions

Interested candidates should submit a resume and respond to the application questions provided by the company.

Additional Notes

This role is not intended for someone who prefers a light-touch client check-in model. It is best suited to a professional who takes full ownership of the account, moves quickly when issues arise, and helps clients stay because of the quality of support they receive.