Client Success Manager

THE ROLE

We are looking for a Client Success Manager for one of our clients!

Self-sufficient CSM owning 30–60 active healthcare accounts. Primary relationship owner from onboarding through retention and expansion. This is NOT a hand-holding role — must independently resolve 90% of client situations without escalating to leadership.

KEY RESPONSIBILITIES

Client Relationship Management:

• Primary point of contact for 30–60 assigned accounts across the entire engagement

• Manage dedicated Slack channels — respond within 2 hours during business hours

• Understand each client's business goals, pain points, and competitive landscape to advise strategically

Onboarding & Launch:

• Conduct congratulations calls — first touchpoint after client signs

• Run onboarding calls — walk clients through systems, set up CRM, connect calendars, review ad guidelines, complete all onboarding forms

• Lead launch calls — present ROI expectations, confirm ad budgets, review ad creatives, walk through patient journey, ensure backup cards are on file

Ongoing Account Management:

• Lead weekly and bi-weekly check-in calls — address concerns, review campaign performance, discuss strategy pivots

• Monitor campaign performance — track lead flow, cost per lead, show rates, booking rates, conversion metrics; flag issues before clients notice

• Track appointment statuses (showed, no-show, cancelled, rescheduled) the day after each booking

• Coordinate with media buyers on creative feedback and strategy changes

• Coordinate with onboarding/tech team on funnel builds, CRM setup, and technical integrations

Revenue & Growth:

• Identify upsell and account expansion opportunities across portfolio

• Spot at-risk accounts early through engagement tracking and sentiment analysis; intervene before clients consider leaving

• Turn satisfied clients into case studies, testimonials, and referral sources

Operations & Reporting:

• Maintain ClickUp task organization, update client cards, track deliverables and timelines

• Prepare monthly performance summaries with campaign results, lead data, and strategic recommendations

• Update DEFCON status, communication recency, and billing information in ClickUp

REQUIRED QUALIFICATIONS

• 2–4 years Client Success Manager experience in B2B SaaS or agency settings

• Healthcare or medical marketing experience strongly preferred

• Proven track record of 90%+ client retention and account growth

• Excellent written communication — 60%+ of client interaction happens over Slack

• Data-driven mindset — translate campaign metrics into client-facing insights

• Proactive problem-solving — prevent fires, not just put them out

• Ability to manage 30–60 concurrent client relationships without things falling through the cracks

• Experience with CRM platforms and project management tools

NICE TO HAVE

• Facebook/Meta Ads experience

• GoHighLevel familiarity

• Previous agency experience

• Medical/wellness industry background

TECH STACK

GoHighLevel (CRM/automation), ClickUp (project management), Slack (client comms), Meta Ads Manager (campaign monitoring)

BENEFITS

• Fully remote with flexible scheduling (main hours 9-5 EST)

• We invest into each of our team members

• Clear path to a leadership position