Customer Success Manager

About the role

The Client Success & Growth Manager at Nurture Pro is responsible for the entire client journey from the first demo call through onboarding, long-term success, retention, and account growth. This role combines elements of a Sales Representative, Product Specialist, Customer Success Manager, Account Manager, Marketing Consultant, and Project Manager.

Primary Responsibilities

• Serve as one of the primary sales representatives for Nurture Pro. Respond to inbound leads, conduct discovery calls, understand each prospect's business and sales process, deliver personalized product demonstrations via Zoom, explain the value of Nurture Pro and answer questions, follow up with prospects throughout the sales process, handle objections professionally, close qualified opportunities, maintain an organized CRM pipeline, and collaborate with marketing to improve messaging and sales materials.
• Ensure every new client launches successfully. Conduct onboarding kickoff meetings, collect onboarding information and assets, configure client accounts, set up calendars, pipelines, automations, and integrations, train clients on using the platform, coordinate with internal team members, keep onboarding projects moving on schedule, and ensure clients successfully launch and begin using Nurture Pro.
• Act as a trusted advisor to your assigned clients. Conduct recurring strategy calls, review client KPIs and business performance, recommend marketing improvements, help clients improve lead conversion, ensure clients are utilizing platform features, share best practices and new product updates, build strong long-term client relationships.
• Deliver an exceptional customer experience. Respond to client questions in a timely manner, troubleshoot platform issues, record Loom videos when appropriate, coordinate with technical support when needed, escalate software bugs appropriately, follow through until issues are resolved, and maintain excellent communication throughout the support process.
• Help clients continue growing with Nurture Pro. Identify opportunities for additional services, present Premium features and AI products when appropriate, reduce client churn, conduct Quarterly Business Reviews, request testimonials and Google Reviews, generate referrals, monitor client satisfaction, and proactively address concerns.
• Work closely with leadership to improve the company. Document processes and SOPs, update internal knowledge base, share client feedback with product and leadership, assist in improving onboarding processes, help develop training materials, collaborate with sales, marketing, and operations.

Required Qualifications

• 3+ years in Customer Success, Account Management, Sales, or a related client-facing role.
• Experience presenting software over Zoom or in virtual meetings.
• Excellent written and verbal communication skills.
• Strong organization and project management abilities.
• Able to manage multiple clients simultaneously.
• Comfortable learning new technology.
• Strong problem-solving skills.
• Professional, confident, and personable demeanor.

Preferred Qualifications

• Experience with any of the following is a plus: Go, HighLevel, HubSpot, Salesforce, CRM software, marketing automation, digital marketing agencies, wedding or hospitality industry, SaaS software, Zapier or Make.com, AI tools such as ChatGPT or Claude, Software You’ll Use: Nurture Pro (GoHighLevel), Google Workspace (Gmail, Google Calendar, Google Drive, Google Analytics), Slack, Zoom, ClickUp, Loom, ChatGPT, Claude, Fathom AI, Stripe, Meta Business Suite, Compensations & Structure: Competitive base salary (based on experience), Performance bonuses, Sales commissions, Retention bonuses, Growth opportunities as the company scales.

Compensation & Structure

• Employment Type: Full-Time (W-2 preferred), Remote.
• Compensation: Competitive base salary (based on experience), Performance bonuses, Sales commissions, Retention bonuses, Growth opportunities as the company scales.
• Reporting Structure: Reports to Founder & CEO.
• Works Closely With: Sales, Marketing, Operations, Technical Support, Virtual Assistants.
• Career Growth: This role is designed for someone who wants to grow with Nurture Pro. Potential career progression includes: Senior Client Success & Growth Manager, Client Success Team Lead, Director of Client Success, Director of Sales, Head of Customer Experience, Chief Operating Officer.