Client Success

CLIENT SUCCESS MANAGER

Own a book of MYA clients end to end: move them, keep them and grow them. Remote on US Eastern hours, $60,000 base plus uncapped commission.

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MYA runs the entire marketing engine for design-build firms, remodelers, contractors and home improvement companies across the US. Done-for-you Meta Ads, Google Ads, social media management, websites, funnels. Clients start at $2,000/mo and go all the way to $30,000/mo depending on what we do for them. They sign a three month term, and at the end of it they either renew or they leave.

The Client Success Manager is the reason they renew.

This is an ownership role. You are not answering tickets and you are not waiting for clients to come to you. You are handed a book of clients, a seven-stage journey each of them has to move through, and a dashboard that tells you every day who is slipping. Your job is to move them, keep them, and grow them.

You will report directly to the Founder and operate with significant autonomy, because we trust results, not hand-holding.

This role exists because retention is where the profit is. A client who renews and buys a second service is worth several times a client we win and lose. If you are the operator who can own that, this is an exceptional opportunity. If you need to be chased to do your job, this is not the right position for you.

We move fast, we hold the standard, and we reward people who deliver.

Engagement: independent contractor. Location: fully remote, EST/USA time zone. Compensation: $60,000/yr base plus 6.5% commission on any additional service sold into your book, uncapped.

What you would do

Own a book of clients end to end, from the onboarding call to the renewal; you are their single point of contact
Run the onboarding call, set the client's first 90 days, and make sure they leave that call knowing exactly what happens next
Run the recurring delivery and strategy calls on a fixed cadence; never let a client go a cycle without contact
Maintain a culture of proactive outreach: a client going quiet is your problem to solve, not theirs to raise
Pull a win out of every client every week and log it
Build a referral-asking habit; integrate referral requests into the standard call cadence rather than asking when you remember
Move every client through the seven stages: onboarding, magnetic offer, CRM setup, CRM reactivation, ads creation, ads launch, optimizing and renewal
Hold the documented day thresholds on every milestone: magnetic offer green under 7 days and red over 14; CRM setup and reactivation green under 1 week and red over 2; lead generation assets green under 2 weeks and red over 3; optimization green under 1 week and red over 2
Work the daily queue in Pulse: red-flag clients, overdue milestones, unanswered inbound messages, surveys due, testimonial-eligible clients
Own the escalation chain for at-risk clients and own the resolution process for every account on your book
Book and run the renewal conversation 2-3 weeks before the contract ends, every time, without being reminded
Get a testimonial from every client who has a win
Report weekly on your book: retention, renewals booked and closed, upsells and cross-sells, clients sitting red, wins logged
Own retention on your book: analyze client drop-off patterns, identify root causes, and intervene before the renewal call, not at it
Drive upsells and cross-sells into the existing book across social media management, websites, funnels, Google Ads and Meta Ads; every client is running less than we can run for them
Identify trends in refund and cancellation requests; escalate systemic issues with root cause analysis and a recommended corrective action
Enforce non-negotiable data hygiene standards in GoHighLevel: all client notes, call logs, stage updates and engagement records must be current and accurate
Keep every client's ClickUp delivery board accurate: deliverables, owners and dates
Keep Pulse milestone stages current; the dashboard is only as good as what you put into it
Follow the established Slack protocols: expected response windows, escalation norms, and professional communication
Identify tech stack inefficiencies and make recommendations for tools or automation that improve capacity

What we are looking for

Proven track record owning a book of clients in a high-touch service business, not supporting a book someone else owned
Deep fluency in the mechanics of retention, renewal and upsell in an agency, coaching or B2B service environment
You can read a Meta or Google Ads report and explain it to a contractor without jargon
Strong command of a CRM: pipeline management, contact records, stage tracking and reporting. We run GoHighLevel
Fluency in ClickUp or equivalent project management tooling; you think in tasks, owners and deadlines
You hold an internal delivery team to deadlines without being their manager
Clean, direct, professional communication, written and verbal. Half of this job is written
Comfort with clients who are builders and contractors, not marketers
This is a remote role. Your working day overlaps US business hours. That is when the clients are
All work, deliverables and accountability items must live in ClickUp and GoHighLevel, not Slack, not email, not memory
Submit an end-of-week report on your book, due Friday
Follow the established escalation chain; no client issue reaches the Founder before it has been worked at the CSM level first
Zero tolerance for data mishandling: GoHighLevel and Pulse are systems of record, not a suggestion

Remote, US Eastern hours

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