Customer Success Manager

About Us

We are a fast-growing, coaching and marketing agency in the Physical Therapy Space, known for our commitment to excellence and relentless drive for client success. We specialize in helping businesses scale and thrive, and now we’re looking for a hard-working, dedicated, and detail-oriented Client Success Manager to join our team. If you are passionate about client relationships and thrive in a fast-paced environment, we want to hear from you!

Role Overview

As our Client Success Manager (CSM), you will be the primary point of contact for our valued clients, acting as a trusted advisor and guiding them to achieve their business goals. You will work closely with our internal teams to deliver exceptional service, maintain high client satisfaction, and ensure ongoing success and growth. Your ability to navigate complex client needs and maintain grace under pressure will be key to thriving in this role.

Key Responsibilities

Client Relationship Management

• Develop, nurture, and maintain strong client relationships—Communication is King!
• Act as the primary contact for customer questions and concerns.
• Advocate for both the client and the company, pushing back diplomatically when needed.
• Understand clients' goals and help them achieve success through training modules and coaching calls.
• Handle difficult situations with positive framing, turning challenges into opportunities.
• Anticipate client needs and provide proactive solutions to build trust.

Collaboration with Internal Teams

• Relay customer feedback and requests promptly—Speed is Queen!
• Collaborate with media buying, support, website, SEO, Google Ads, sales, and coaching teams to ensure client needs are met.
• Share and analyze client feedback to drive improvements.

Customer Retention and Growth

• Guide clients through their journey, providing proactive follow-ups.
• Monitor client interactions, ensuring engagement and results.
• Identify and address potential risks of churn, implementing proactive strategies to mitigate them.
• Recognize when a client is ready for the next phase of our programs and facilitate a smooth transition.

Key Skills & Experience

• Required: Experience in a marketing agency setting with a company generating at least $1M in annual revenue
• Required: Remote work experience and proficiency with Slack.
• Preferred experience with Google Business Suite, GoHighLevel (GHL), and SmartSuite.
• Proactive communicator with a knack for knowing when to ask the right questions.
• Strong relationship-building, time management, and problem-solving skills.
• Self-starter with a proactive mindset, adaptable to change.
• High attention to detail, decision-making ability, and optimistic realism.
• Comfort with ambiguity, able to work through complex challenges with patience and clarity.

What We Offer

• Competitive salary ($50,000 - $75,000), based on experience.
• $2000 stipend for any equipment needs to be successful
• 2 weeks PTO every year
• A dynamic and collaborative remote work environment.
• Opportunities for growth and career development within a leading agency.
• Access to top-tier coaching and training resources.

How to Apply

• In order to be considered please submit a loom or screenshare video detailing your experience as a CSM and answer the following questions:
• How many accounts have you managed in a CSM role before
• What was the expectation of when you would respond to a clients message (same day, within 24 hours, something different)
• What tools or systems have you used to manage and track client interactions and feedback?