Customer Success Manager

What you'll do

• Run onboarding calls that set the tone for the entire relationship — expectations, strategy, KPIs, all of it
• Own check-in calls on a structured cadence — review results, run our playbook to pinpoint the bottleneck, and address it head-on before it becomes a churn risk
• Work off our playbook to diagnose what's holding each client's results back and fix it — this is the core of the job, not guesswork
• Coach clients on show rates, and coach their doctors and case managers on closing more patients — the money is in the conversion, and driving it is on you
• Hold clients accountable when they're not doing their part — most doctors stop following up once leads come in, so when the system's working, you prove it and make them act on it
• Monitor ad performance in Meta and GHL and turn the data into a real strategy conversation the owner actually understands
• Drive upsells — longer contracts and added services (SEO, websites, AI calling) as clients win
• Generate referrals and testimonials from clients who are winning
• Build automations — we'll teach you, then you'll build them yourself with AI tools to make your own workflow and your clients' results sharper. This is core to the role, not a side task. You don't need to be an engineer — you need to be the kind of person who gets excited figuring out how to make AI do the work
• Be responsive on ClickUp/Slack outside standard hours — our clients are US-based and things move fast

Who this is for

• You've managed ad clients before, ideally on Meta, and you know GHL or a similar CRM
• You've coached setters, sales teams, or closers — you know how to get people to follow a process and hold them to it
• You've had the save-the-account conversation — a client wanted to cancel and you turned it around — and you know retention isn't about being nice, it's about getting results and communicating relentlessly
• You can sell — not just keep clients happy, but keep them bought in, get them to comply, and expand the relationship
• You're genuinely excited by AI — not just "comfortable" with it. You're already playing with AI tools, automating your own life, fascinated by what's suddenly possible. You'll be building with these tools, so this is core wiring we're screening for, not idle curiosity
• You're resilient — a tough, demanding, or stubborn client doesn't rattle you. You prove the value and hold the line.
• You're hungry. You want to prove something. You're not looking for a chill remote gig to coast in — you want a place where your effort turns directly into growth, income, and opportunity.
• You're willing to work 45–50 hour weeks, especially during ramp, and you're responsive evenings and weekends when it matters. You treat this like your business.

Who this is NOT for

• You want a strict 9-to-5, or you describe your ideal workday as "as little work as possible"
• You need easy, grateful clients to stay motivated — you fold the moment an account gets difficult
• You're great at being liked but can't have the hard conversation or hold someone accountable
• Tech and AI make you nervous, or you'd rather someone else handle the "building" side — that's a core part of this seat, not someone else's job
• You have a side project that's going to compete for your attention
• You've never been wrong about anything, and you optimize for comfort over growth

Requirements

• Full-time, fully remote, with overlap to US business hours (occasional late-evening calls depending on timezone)
• Experience managing ad clients or in a client-facing role at a marketing agency
• Experience managing setters, sales teams, or inbound/outbound follow-up processes
• Comfort with Meta Ads, GHL or similar CRMs, and basic automation workflows
• Native-level English
• A track record of keeping clients — not just managing them
• US / UK timezones preferred