Client Success Manager

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