Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
LA
Client Success Manager – Meta Advertising, Appointment-Setting
Posted 16 hours ago
About the role
- Client Success Manager owning onboarding, retention, and renewals for medspa clients at a Meta advertising and appointment-setting agency. Coordinating creative, media buying, appointment-setting, sales, and operations teams.
Responsibilities
- 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 visible to leadership.
- Improve onboarding checklists and SOPs, and build a repeatable Client Success playbook.
- Track retention, NPS trends, response times, and onboarding SLAs.
- Work toward annual client retention of 93% or higher and identify churn risks before they escalate.
- Progress from learning workflows and managing 10–20 accounts to full portfolio ownership during the first 90 days.
Requirements
- 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.
- Experience with medspas, aesthetics, or wellness, or experience supporting growth at a medspa is nice to have.
- Familiarity with GoHighLevel, ClickUp or similar project management tools, and Meta Ads Manager is nice to have; these platforms can be taught.
Benefits
- 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.
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