About the Role
As Head of Client Success Management, you’ll be the leader driving our client retention, satisfaction, and growth. You’ll oversee a team of account managers, setting the standard for client communication, strategic support, and operational excellence.
You’ll be responsible for designing scalable processes, mentoring your team, and ensuring clients consistently see the value of our work. You’ll act as both a strategic advisor to clients and an internal champion for operational efficiency.
About You / What You’ll Do
Leadership & Strategy:
Lead and mentor a team of account managers, ensuring they deliver best-in-class client experiences
Develop and implement client success strategies to improve retention, satisfaction, and account growth
Define KPIs for client success and track performance across accounts and the team
Client Engagement:
Serve as an escalation point for key client issues, providing solutions and guidance
Build long-term relationships with top-tier clients, ensuring trust and alignment with their business goals
Oversee regular client reporting, translating complex marketing data into clear, actionable insights
Operational Excellence:
Standardize account management processes, SOPs, and workflows across the team
Coordinate across internal teams (GBP, PPC, SEO, Meta, Website Development, and creative) to ensure timely, high-quality deliverables
Identify opportunities for upsells, cross-sells, and new services by highlighting value and results
Collaboration & Communication:
Lead team meetings, performance reviews, and training sessions to ensure continuous growth
Work closely with leadership to shape company-wide client strategies and growth initiatives
What We’re Looking For
7+ years in account management or client success, agency experience strongly preferred
Proven leadership experience managing a team of account managers
Strong communicator — confident, articulate, and capable of presenting to clients and executives
Highly organized, detail-oriented, and proactive problem solver
Familiarity with digital marketing (PPC, SEO, content, Meta ads) — strategic understanding required, hands-on execution optional
Experience with project management tools (ClickUp, Asana, Trello, or similar)
Ability to manage expectations, negotiate timelines, and handle escalations with professionalism
Bonus: experience in the home services or contractor industry, CRM knowledge, or light marketing/creative background
Working Hours & Structure
Full-time remote position
⏰ 8AM-5PM (CST)
Independent contractor role (handle your own taxes)
What You Get
Work from anywhere — full remote flexibility
Supportive leadership culture with accountability and results focus
Competitive salary based on experience and leadership impact
Opportunity to shape and lead a growing client success team