Customer Success Manager

Key Responsibilities

• Conduct welcome and onboarding calls
• Set expectations and establish rapport
• Lead initial strategy discussions
• Own full client journey
• Run regular check-ins
• Identify churn risks early and re-engage clients
• Maintain real-time task visibility in ClickUp
• Communicate proactively via Slack
• Guide clients through agency growth strategies
• Help troubleshoot business challenges
• Provide clear, actionable recommendations
• Hold clients accountable to execution
• Maintain 70%+ retention at 12-week mark
• Present upsells when aligned with client success
• Manage recurring revenue book of business

Requirements

• 3+ years in Customer Success or Account Management with a clear focus on revenue growth, client expansion, and upselling opportunities
• Proven experience selling high-ticket services, coaching programs, consulting engagements, or similar solutions valued at $20,000+ per sale
• Demonstrated ability to manage the full client lifecycle while identifying and converting additional revenue opportunities
• Experience working with digital marketing agencies or similar service businesses
• Strong understanding of digital marketing fundamentals (paid ads, funnels, client acquisition models)
• Experience managing 25+ concurrent clients preferred
• High emotional intelligence and strong communication skills
• Highly organized and system-oriented
• Willing to work in-office in Tampa (nice to have)

Tools (Preferred)

• ClickUp
• Slack
• GoHighLevel