Account / Client Success Manager

About the Role

We're a performance marketing agency that generates leads and booked appointments for medical spas across the US. We manage ~30 client accounts with a combined monthly ad spend of $45,000+. We're scaling to $150K/month revenue and need someone who owns client outcomes, not just client communication.

This is not a customer support role. You're not here to be nice to clients. You're here to make sure they get results, keep them retained, grow their ad spend, and hold the internal team accountable when things slip.

You'll report directly to the founder and manage all 30 accounts (with a structured onboarding ramp). If you perform, you'll grow into a Client Success Lead role overseeing a small team.

What You Own

Client retention. If a client churns and you didn't see it coming or act to prevent it, that's on you.
Proactive communication. Clients should never have to chase you for updates. You reach out before they do.
Internal coordination. You work with our media buyer and call center manager to ensure CPL, cost-per-appointment, and booking rates stay on track. If something's slipping, you escalate or fix it—don't wait to be told.
Client expectations. Some clients are unreasonable. You push back with data, not apologies. You set realistic expectations and hold the line.
Growth. Happy clients with good results should increase their ad spend. You identify opportunities and make the case.
Reporting. Weekly client updates with clear metrics: leads generated, appointments booked, CPL, cost-per-appointment, and what's being done to improve.

Your KPIs (measured from month 2)

Monthly client churn: < 10%
Client response time: < 4 hours during business hours
Weekly reports sent on time: 100? spend growth (upsells): Net positive month-over-month
Internal escalation turnaround: < 24 hours to resolution or action plan

What You Need

Non-negotiable:

2+ years in a client-facing role at a marketing or lead generation agency (not general VA work)
Experience managing multiple accounts simultaneously (10+)
You understand performance marketing metrics: CPL, CPA, cost-per-appointment, ROAS, booking rates
Strong written and spoken English—clients are US-based business owners
Available during US business hours (EST preferred, PST acceptable)
Comfortable with conflict. You can tell a client "no" and tell your team "fix this by tomorrow"

Strong advantage:

Experience in medspa, aesthetics, dental, or healthcare marketing
Familiarity with GoHighLevel (GHL)
Experience working with call centers or appointment-setting teams
You've managed churn reduction or client retention programs before

Compensation

$3,000/month base salary depending on experience
Performance commission tied to retention and ad spend growth ($6k-$8k OTE)
Clear promotion path: Account Manager / Client Success Lead / Ops Manager based on hitting KPIs
Remote, flexible environment with a lean, high-autonomy team

Growth Path
This isn't a dead-end role. Here's what "Client Success Lead" looks like:

You manage a small team of 1–2 junior account managers
You own the retention strategy across all accounts
You have authority to make decisions on client issues without founder approval
Base salary increases to $4,000–$5,000/month + higher commission tier
Timeline: 6–12 months if you consistently hit KPIs

This Role Isn't For You If

You need to be told what to do every day
You avoid difficult conversations with clients or teammates
You think your job is done once you send an update email
You've only done general virtual assistant work and want to "try" account management
You take client complaints personally instead of solving them systematically

How to Apply

A 2–3 minute video introducing yourself (Loom or similar). Tell us about your most difficult client situation and how you handled it.
Your resume highlighting agency or client management experience specifically.
Answer this question in your application: "A client's CPL jumped 40% this week and they're threatening to cancel. What do you do in the first 24 hours?"

Applications without a video and without answering the scenario question will not be reviewed.