Location: Remote — US or Canada (or international with native-level American English)
Schedule: Monday – Friday, 10:00 AM – 6:00 PM ET (flexibility for PST clients) | Full-Time
About the Role
You will own the full client lifecycle from onboarding to ongoing account management, act as the primary point of contact for a growing portfolio of clients, and work hand-in-hand with the media buying team to ensure results, retention, and an exceptional client experience.
This role reports directly to the founder and is designed to take all client-facing responsibilities off leadership's plate so the company can continue to scale. The right person will have a clear growth path into a Director-level leadership position as the team expands.
Requirements
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for all clients, owning all client-facing communication.
- Lead end-of-month performance review calls, weekly check-ins, and monthly strategy sessions.
- Build deep, trust-based relationships — ensuring every client feels personally cared for.
- Proactively identify and address client concerns before they escalate, reducing churn and increasing lifetime value.
Onboarding & Launch
- Own the full client onboarding process — from welcome call to campaign launch readiness.
- Coordinate with media buyers to ensure smooth campaign setups, creative approvals, and launch timelines.
- Set clear expectations with new clients on deliverables, communication cadence, and performance benchmarks.
Cross-Functional Collaboration with Media Buying Team
- Work as a tag team with the media buying team — translating client goals into actionable briefs and ensuring the team delivers.
- Attend strategy discussions and provide client context that shapes campaign direction.
- Be knowledgeable enough about Meta Ads to answer client questions directly — without needing to defer to a media buyer.
- Monitor campaign results alongside the team and communicate performance updates to clients with confidence.
Operational Excellence
- Maintain and follow SOPs for all client touchpoints — onboarding, monthly reporting, escalation, and offboarding.
- Track client health, satisfaction, and deliverable status using project management and CRM tools.
- Flag at-risk accounts early, propose retention strategies, and execute save plays.
Growth & Retention
- Identify natural upsell opportunities during client conversations.
- Contribute to improving internal processes, SOPs, and client experience workflows as the company scales.
Ideal Candidate Profile
Requirements & Skills
- Experience: 1–3+ years in a client-facing role — client success, account management, customer success, or similar.
- Communication: Exceptional verbal and written English. Must present as a native-level American English speaker on client calls — this is non-negotiable.
- Meta Ads Literacy: Ability to learn and speak confidently about Meta Ads Manager, campaign metrics, and lead generation fundamentals. You do not need to be a media buyer, but you must be able to answer client questions.
- Tools: Comfortable working with Google Suite (Sheets, Docs, Drive), project management platforms (e.g., ClickUp), CRM systems and Meta Business Suite / Ads Manager.
- Mindset: Proactive, coachable, high-ownership operator who thrives in a fast-paced, scaling environment. You take initiative, solve problems independently, and treat the business like your own.
- Availability: Able to work 10:00 AM – 6:00 PM ET (or 10:00 AM – 7:00 PM ET to accommodate West Coast clients). Flexible on non-client-facing hours.
Nice to Have
- Prior experience in a marketing agency or lead generation environment.
- Familiarity with the home services, trades, or contractor industry.
- Experience managing a portfolio of 30+ client accounts simultaneously.
- Background working alongside or coordinating with media buyers or ad specialists.
90-Day Success Metrics
- Fully integrated into the company — understand the industry, the client base, the SOPs, and the team culture.
- Successfully transitioned all client-facing responsibilities off the founder's plate.
- Clients report feeling more cared for; satisfaction and communication quality improve measurably.
- Churn rate decreases or holds steady through the transition period.
- Able to independently lead end-of-month calls and answer client questions without escalation.
Benefits
Compensation & Benefits
- Salary: $55,000 – $60,000 per year (base).
- Growth: Direct mentorship from the founder.
- Culture: Performance-driven but genuinely caring. Transparent communication, open-door leadership.
- Impact: High-visibility, high-impact role where your work directly determines client retention, revenue growth, and company trajectory.
