Client Success Manager
RemoteUnited States
Job Summary
Own client relationships from onboarding through renewal while driving retention, expansion, and recurring revenue growth for a marketing agency serving roofing and home services businesses. Lead onboarding for new clients, conduct strategic check-ins and business reviews, and proactively manage expectations to address concerns before they escalate. Manage a portfolio of 50–60 accounts, categorize them by health and revenue opportunities, and execute upsells, prepaid retainers, and service expansions. Collaborate closely with media buying, creative, and operations teams to ensure client objectives are achieved and internal alignment remains strong. Resolve client concerns proactively, request testimonials and referrals, and update CRM records to track account health and reduce churn.
Required Qualifications
- Proven experience in Client Success
- Proven experience in Account Management
- Proven experience in Customer Success
- Proven experience in Account Growth
- Proven experience in Relationship Management
- Experience managing a portfolio of client accounts
- Strong consultative communication and relationship-building skills
- Experience driving Client renewals
- Experience driving Upsells
- Experience driving Account expansion
- Excellent written and verbal English communication
- Ability to manage multiple priorities simultaneously
- Strong organizational and problem-solving abilities
- Comfortable working independently in a fast-paced environment
Desired Qualifications
- Experience working in Marketing agencies
- Experience working in Digital advertising
- Experience working in SaaS
- Experience working in Home services industry
- Background in sales, business development, or account expansion
- Experience supporting recurring revenue business models
- Familiarity with CRM platforms and customer success software
- Familiarity with Google Workspace
- Familiarity with Microsoft Office
- Familiarity with Client communication platforms
- Familiarity with Project management tools
- Familiarity with AI productivity tools (ChatGPT, Claude, Microsoft Copilot, or similar)
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