Client Success Manager

Location: Remote (Latin America preferred; candidates in other markets outside the U.S. will also be considered)

Employment Type: Full-time, independent contractor

Schedule: Primary availability 9:00 AM – 5:00 PM Eastern Time, with occasional later client calls

Reports To: Founder

Base Compensation

USD $3,000 – $3,500 per month

Variable Compensation

Upsell commission, monthly retention bonus, and quarterly performance bonus (details below)

About the Company

Our client is a specialized medical marketing agency that helps U.S. healthcare practices attract and convert new patients. The agency currently focuses on marketing a specialized procedure used to address knee pain. It primarily runs proven Meta Ads campaigns and helps clinic teams strengthen lead follow-up, consultation booking, and patient conversion.

The agency is growing and is building a scalable, high-quality client success function.

The Opportunity

The company is looking for a confident, analytically strong Client Success Manager to become the primary advisor and relationship owner for its medical practice clients.

This is not a relationship-management-only position. You will interpret patient-acquisition data, determine whether performance challenges originate in the marketing or in the clinic’s follow-up, coach practice owners and their teams, and coordinate solutions across internal departments.

Over time, you will progressively take over client-facing responsibilities from the founder, giving you substantial ownership and the opportunity to help shape the client success function from the ground up.

What You’ll Do

• Lead new-client onboarding, coordinate account access, and guide clinic teams through GoHighLevel training and lead-management workflows.
• Run weekly client performance calls during the first six weeks after launch, followed by support and review calls as needed.
• Analyze cost per lead, cost per booked consultation, speed to lead, outbound call activity, appointment booking and show rates, and patient conversion.
• Diagnose bottlenecks in lead quality, clinic follow-up, and patient acquisition, then translate your findings into clear, actionable recommendations for practice owners.
• Coach clinics on follow-up processes, call activity, and conversion improvements, including having constructive conversations when clinic-side execution is the problem.
• Collaborate with media buying, creative, operations, and other internal teams to recommend campaign changes, track deliverables, and resolve client issues.
• Own client communication, satisfaction, account health, and retention; proactively identify risks and follow through on commitments.
• Identify suitable opportunities to add proven service lines, coordinate approvals, and collect payment when appropriate.

How the Role Works

The marketing team handles campaign execution. Your focus is diagnosis, strategic recommendations, relationship ownership, and coordination.

The role may involve approximately 20–30 client calls per week across onboarding, platform training, performance reviews, and support. The team values autonomy, direct communication, collaboration, and meaningful work over unnecessary meetings.

What Success Looks Like

Success means independently managing client conversations, diagnosing and resolving performance issues, maintaining strong relationships, and reducing the founder’s involvement in day-to-day account management.

Performance will be measured on client retention, client satisfaction, speed to onboarding activation, response time, performance improvements, and ownership of client issues.

Earning Potential

Base Compensation

USD $3,000 – $3,500 per month.

Variable Compensation (performance-based, not guaranteed)

• Upsell Commission: 10% of the first month of incremental recurring revenue from eligible upsells.
• Monthly Retention Bonus: $300 per month for meeting the agreed 95% client retention target.
• Quarterly Performance Bonus: $500 per quarter for meeting retention and other agreed client success KPIs.

The bonus structure is proposed. Measurement rules, KPI definitions, and eligibility details will be confirmed during the hiring process.

What We’re Looking For

• Strong experience with Meta Ads and performance marketing, including the ability to interpret funnel and conversion metrics without extensive guidance.
• Experience serving medical practices or healthcare-related businesses, with an understanding of how clinics convert inquiries into booked consultations and patients.
• Excellent spoken and written English, strong comprehension, executive presence, and the confidence to advise U.S. practice owners.
• Proven client-facing experience in account management, client success, marketing strategy, or a comparable consultative role.
• Sound judgment, proactive problem-solving, and strong follow-through.
• The ability to challenge clients respectfully while collaborating well with colleagues.
• Comfort managing several client relationships and coordinating cross-functional work independently.

Nice to Have

• Ideally 5+ years in medical marketing agencies, client success, account management, or performance marketing.
• Experience with U.S. clinics, especially insurance-based medical practices.
• GoHighLevel experience (comparable CRM expertise and the ability to learn quickly are also welcome).
• Familiarity with ClickUp.
• Experience improving client onboarding or retention processes.

Fully remote role, with core hours aligned to U.S. Eastern Time.

Competitive base compensation of USD $3,000 – $3,500 per month.

Performance-based incentives, including upsell commission, a monthly retention bonus, and a quarterly performance bonus (subject to agreed targets and eligibility).

Substantial ownership as the primary advisor and relationship owner for medical practice clients.

Direct access to the founder and a clear path to taking on greater client-facing responsibility.

The opportunity to help build a client success function from the ground up in a growing, specialized agency.

A focused service model, with a dedicated marketing team handling campaign execution so you can concentrate on strategy, diagnosis, and relationships.

A culture that values autonomy, direct communication, collaboration, and meaningful work over unnecessary meetings.

Growth potential: as the company grows, there may be opportunities to mentor additional CSMs or move into broader client success leadership.

Meaningful impact: your work directly affects medical practices and their patients.