Client Success Manager

Location: Remote, Canada (preferred) or United States

Employment Type: Full-Time, Independent Contractor

Schedule: Monday–Friday, approximately 9 AM–5 PM (Eastern, Central, or Pacific Time)

Base Compensation: USD $60,000–$70,000 per year

Target OTE: Approximately USD $80,000–$90,000 per year, negotiable based on experience

Performance Incentives: Mainly tied to quarterly client retention, with additional bonuses for client testimonials

About the Company

Our client is a done-for-you Meta advertising and appointment-setting agency. It supports medspas and aesthetic wellness businesses across the United States. As its client portfolio grows, the agency is hiring a dedicated Client Success Manager to build a consistent, proactive experience for clients after the sale.

The Opportunity

You’ll own the experience of about 40 agency clients. That covers onboarding, campaign launch, ongoing service, retention, and renewal support. You’ll be clients’ main point of contact and the bridge between them and the creative, media buying, appointment-setting, sales, and operations teams.

This is a client relationship and coordination role. It is not a hands-on media buying position. You’ll also help shape the agency’s first dedicated Client Success function, including the processes and playbook the team will rely on as it scales.

What You’ll Do

• Lead structured client onboarding, coordinate handoffs from sales to delivery, set expectations, and document client goals and success metrics.
• Manage a portfolio of about 40 client relationships through scheduled check-ins.
• Respond to client Slack messages within 24 hours on business days.
• Keep CRM records accurate and up to date.
• Spot dissatisfaction and at-risk accounts early, coordinate recovery plans, and support renewals and retention.
• Turn client concerns into clear actions for the creative, media buying, appointment-setting, and operations teams, and follow through until they’re resolved.
• Prepare client-facing performance updates and maintain a portfolio health dashboard that leadership can see.
• Improve onboarding checklists and SOPs, and build a repeatable Client Success playbook.
• Track retention, NPS trends, response times, and onboarding SLAs.

What Success Looks Like

• Annual client retention of 93% or higher.
• Every new-client onboarding completed within agreed SLAs.
• Every client contacted according to the established check-in schedule.
• Client interactions logged in the CRM within 24 hours, and churn risks identified before they escalate.

Your First 90 Days

• Days 1–30: Learn the client journey, tools, account history, and existing team workflows.
• Days 31–60: Begin managing about 10–20 accounts on your own, set up regular check-ins, and track account health.
• Days 61–90: Work toward full portfolio ownership, report on retention health, and recommend process improvements.

Earning Potential

Base: USD $60,000–$70,000 per year.

Variable: Performance incentives are mainly tied to quarterly client retention, with additional bonuses for client testimonials. Detailed retention bonus tiers will be shared before the offer stage.

Target OTE: The total target earning opportunity is approximately USD $80,000–$90,000 per year, negotiable based on experience. Earnings above base depend on performance and are not guaranteed.

What We’re Looking For

• About 1–2 years of relevant experience in client success, account management, customer service, or a client-facing agency role. Exceptional transferable experience will also be considered.
• Excellent spoken and written English, with confident client communication.
• Empathy, sound judgment, and a strong sense of ownership.
• Strong organization and follow-through while managing multiple accounts and competing priorities.
• Proactive problem-solving and comfort working with distributed teams in a fast-moving environment.
• Ability to understand basic marketing performance reports and explain practical next steps to clients.
• Based in Canada (preferred) or the United States.
• Available Monday–Friday, approximately 9 AM–5 PM Eastern, Central, or Pacific Time.

Nice to Have

• Experience with medspas, aesthetics, or wellness, or experience supporting growth at a medspa.
• Familiarity with GoHighLevel, ClickUp or similar project management tools, and Meta Ads Manager. These platforms can be taught.
• Fully remote role for candidates in Canada or the United States.
• Consistent Monday–Friday daytime schedule.
• Competitive USD base compensation of $60,000–$70,000 per year.
• Performance incentives tied to quarterly client retention, plus bonuses for client testimonials. Target OTE is approximately USD $80,000–$90,000.
• Training on the agency’s platforms, including GoHighLevel, ClickUp, and Meta Ads Manager.
• Chance to help build the agency’s first dedicated Client Success function and shape its processes and playbook.
• Room to grow as the agency scales, with potential paths to Senior Client Success Manager and Head of Client Success.