(Sr.) Account Manager / Customer Success

LaundroBOOST is a full-service marketing and growth partner helping laundromat owners across North America increase revenue and improve customer experiences. The Senior Account Manager / Customer Success role owns the client journey from onboarding through renewal, retention, expansion, and offboarding while coordinating marketing service delivery across internal teams, contractors, and specialists. The role focuses on client relationships, account growth, retention, operational improvement, and delivering exceptional customer outcomes.

Responsibilities:

• Serve as the primary point of contact for assigned clients
• Own the client experience from onboarding through renewal and retention
• Build strong relationships with business owners and key stakeholders
• Conduct onboarding, strategy, review, and retention calls
• Ensure clients clearly understand deliverables, performance, and next steps
• Proactively identify risks and address issues before they become problems
• Drive customer satisfaction, retention, and long-term account growth
• Manage communication and coordination between clients and fulfillment teams
• Work closely with Google Ads, Meta Ads, SEO, website, geofencing, and AI specialists
• Ensure deliverables are completed accurately and on time
• Hold internal teams accountable to deadlines and quality standards
• Escalate issues when necessary and help drive resolution
• Monitor client health and engagement
• Identify churn risks early and develop action plans
• Conduct retention conversations when needed
• Identify opportunities for upsells, cross-sells, and expanded services
• Help clients maximize the value of their partnership with LaundroBOOST
• Leverage AI and automation tools to improve efficiency
• Document workflows and best practices
• Recommend improvements to systems, communication, reporting, and client delivery processes
• Contribute to the development of scalable customer success operations

Requirements:

• • 3+ years of experience in Account Management, Customer Success, Client Services, or a similar client-facing role
• • Exceptional verbal and written English communication skills
• • Strong customer service and relationship-building abilities
• • Experience managing multiple clients simultaneously
• • Experience coordinating cross-functional teams or global contractors
• • Comfortable leading client calls and difficult conversations
• • Highly organized with strong attention to detail
• • Self-starter who requires minimal oversight
• • Comfortable working in a fast-moving startup environment
• • Strong problem-solving and critical-thinking skills
• • Experience using AI tools to improve productivity and workflows
• • Experience in marketing agencies, digital marketing, SaaS, or customer success environments
• • Familiarity with Google Ads, Meta Ads, SEO, websites, or local marketing
• • Experience with automation platforms and AI-powered workflows
• • Experience managing remote teams and contractors
• • Familiarity with laundromats, multi-location businesses, or home services businesses
• • Experience with upselling and account expansion strategies
• • ClickUp (Project Management)
• • GoHighLevel (CRM)
• • Google Workspace
• • Google Ads
• • Meta Ads Manager
• • Merchynt / Paige (Google Booster)
• • SEO Tools
• • Stripe
• • AI Platforms (ChatGPT, Claude, Gemini, etc.)
• • CRM and customer success platforms
• • Fully remote (prefer North American candidates and/or those willing to work North American hours– most of our clients are in the US)