Role Overview

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
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
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
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
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

Requirements

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

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

Linear Agency

Open Positions (1)

Customer Service

Client Success Manager