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Client Success & Account Manager
Overview
Full Time Customer Success Manager Role For Growing Digital Marketing Agency
100% Remote, 40 Hours Per Week, Long-term Position Available Immediately
Note: Please read this ad carefully and follow all instructions below to apply. Applications that do not follow these steps will not be considered.
Role Overview
We’re not just a marketing agency delivering custom websites and SEO success—we’re a results-driven, relationship-first partner to home service businesses across North America. We’re on a mission to deliver an unforgettable client experience that drives growth, loyalty, and trust.
We’re looking for a long term, growth oriented Client Success & Account Manager who creates exceptional client experiences by seamlessly coordinating between sales, clients and our internal teams to ensure an outstanding experience while nothing falls through the cracks.
You’ll work primarily with home service and blue collar business owners who value authentic relationships. You will be supported by a world class SEO and web team building solutions for our clients.
About The Role: Key Responsibilities
Client Relationship & Onboarding
- Serve as the main point of contact for assigned clients from post-sale onboarding through ongoing relationship management
- Guide new clients through forms, kickoff calls, and set clear expectations from day one
- Build trust through regular check-ins, prompt responses, and consistent follow-through
- Maintain detailed records of all client communication, feedback, and expectations
Communication & Coordination
- Take copious notes in client calls and meetings and distribute action items to internal team members
- Brilliantly and concisely explain to the internal team what the client needs and why it matters—ensuring nothing gets lost in translation
- Translate complex or emotional client feedback into clear action steps for the team
- Document client requests on Monday.com for appropriate teams and project managers, ensuring clear handoff and visibility
- Escalate client concerns clearly and confidently to internal teams and leadership—never letting issues fester or hide
Quality & Project Oversight
- Track deliverables and deadlines across internal teams and ensure client expectations are aligned
- Confirm quality of all deliverables before sending (grammar, formatting, links, branding, tone)
- Catch and flag inconsistencies or blockers before they reach the client
- Flag process gaps and improvement opportunities to Leadership and Operations team
Client Success & Growth
- Implement and manage our NPS/client health tracking system (Red/Yellow/Green)
- Apply the Joey Coleman “Never Lose a Customer Again” framework to guide the emotional journey of each client
- Proactively look for ways to deliver small “wow moments” and prevent issues before they escalate
- Identify upsell opportunities that align with client goals and bring them to the leadership team
About You: Required Skills and Competencies
- 2+ years of experience in account management, client success, or customer-facing roles—preferably in a digital marketing agency or similar industry
- Knowledge / experience in SEO practices and web building is a major plus for this role
- You’re detail-oriented, you take thorough notes, double-check important communications, and ask clarifying questions when things aren’t clear
- Excellent verbal and written communication skills, with proven ability to communicate complex information clearly across different stakeholders
- Comfort with multiple software platforms and learning new tools
- Skilled in building relationships and setting clear expectations with customers
- Ability to ask great questions when things aren’t clear (we love great questions!)
- Tolerance for ambiguity while we build processes together
- Problem-solver who can work independently while knowing when to ask for support.
- Killer attitude, relatable vibe, and an ownership mentality for your role
Backgrounds that work well: We’re looking for the rare combo of technical problem-solver, specifically in the realm marketing realm of SEO and web building, who gets energized by helping people succeed. This shows up in account managers, customer success roles, project coordinators, and operations professionals who love both systems and relationships.
Training: Your Development Roadmap
We believe in giving our team members the tools and training to succeed. Here is the general framework we’ll follow to ensure you are prepared for your role:
Week 1-4 Focus
Learn about BCS, our sales philosophy, client advocate framework, understand all services we offer, and master our communication systems
Week 2 to 4
Shadow real client onboarding, practice creating project tasks, learn client health tracking system, start managing routine communications independently
Ready for Full Responsibilities Means
When you can handle complete client lifecycle from post-sale onboarding through ongoing relationship management, including implementing process improvements.
What We Offer
- 100% remote flexibility with results-focused culture and genuine work-life balance
- Real growth opportunities – we promote from within and actively create new roles as we expand (recent progressive promotions from intern to Marketing Coordinator, with another team member advancing to lead our Content Team)
- Values-driven team committed to transparency, excellence, and our GRIT principles (Growth, Results, Integrity, Transparency)
- Shape the future – opportunity to build and refine client experience strategy in a rapidly growing agency
- Meaningful mission – help home service and blue collar business owners grow and thrive with authentic relationships
- Competitive compensation – contractor rates paid twice monthly with discretionary benefits after successful development period (paid time off, sick leave, birthday leave)
Position Details
- Hours: Full-time 40+ hours/week, 10 AM – 6 PM Atlantic Time or willing to work during those hours (adjust schedule for seasonal changes)
- Tools: Comfortable with tools like ClickUp, Slack, GSuite, and CRM platforms
- Document and refine processes: Work with our process developer to capture client success best practices and suggest improvements to existing workflows as you gain experience
- Location: 100% Remote (Canada preferred, open to international candidates with proven C2+ English proficiency)
- Type: Full-time |Reports to: CEO | Works closely with Director of Operations on process improvements & Strategy
- Compensation: Competitive contractor rates paid twice monthly via electronic transfer. Discretionary benefits available after successful development period completion.
How To Apply
To be considered for this role, please complete the following steps:
- EMAIL: Write an email with subject line “Marketing CSM: FIRST NAME LAST NAME”. Note that applications on this website will not be reviewed.
- RESUME / COVER NOTE: On your email, please attach your resume, and write a brief (2-3 paragraph max) cover letter on why you think this would be a perfect role for you according to this ad
- Loom VIDEO: Film and link in the email a short 2-4 minute loom video introduction of yourself convering these items:
- 1) What makes you most excited about this role and how it aligns with your strengths
- 2) Your comfort with digital marketing concepts; specifically SEO and web
- 3) How you would handle an angry customer
Note: The interview process will consist of 3 total calls. Your first call will be with our recruiter / consultant, and the 2nd and 3rd with our operations director and CEO.
Reminder that we are looking for a full time, dedicated and motivated person to fill this role long term. We are a fast growing company with lots of opportunity for the right like-minded individual. We can’t wait to meet you!