Client Success Manager

THE ROLE We are looking for a Client Success Manager for one of our clients! Self-sufficient CSM owning 30–60 active healthcare accounts. Primary relationship owner from onboarding through retention and expansion. This is NOT a hand-holding role — must independently resolve 90% of client situations without escalating to leadership. KEY RESPONSIBILITIES Client Relationship Management: • Primary point of contact for 30–60 assigned accounts across the entire engagement • Manage dedicated Slack channels — respond within 2 hours during business hours • Understand each client's business goals, pain points, and competitive landscape to advise strategically Onboarding & Launch: • Conduct congratulations calls — first touchpoint after client signs • Run onboarding calls — walk clients through systems, set up CRM, connect calendars, review ad guidelines, complete all onboarding forms • Lead launch calls — present ROI expectations, confirm ad budgets, review ad creatives, walk through patient journey, ensure backup cards are on file Ongoing Account Management: • Lead weekly and bi-weekly check-in calls — address concerns, review campaign performance, discuss strategy pivots • Monitor campaign performance — track lead flow, cost per lead, show rates, booking rates, conversion metrics; flag issues before clients notice • Track appointment statuses (showed, no-show, cancelled, rescheduled) the day after each booking • Coordinate with media buyers on creative feedback and strategy changes • Coordinate with onboarding/tech team on funnel builds, CRM setup, and technical integrations Revenue & Growth: • Identify upsell and account expansion opportunities across portfolio • Spot at-risk accounts early through engagement tracking and sentiment analysis; intervene before clients consider leaving • Turn satisfied clients into case studies, testimonials, and referral sources Operations & Reporting: • Maintain ClickUp task organization, update client cards, track deliverables and timelines • Prepare monthly performance summaries with campaign results, lead data, and strategic recommendations • Update DEFCON status, communication recency, and billing information in ClickUp REQUIRED QUALIFICATIONS • 2–4 years Client Success Manager experience in B2B SaaS or agency settings • Healthcare or medical marketing experience strongly preferred • Proven track record of 90%+ client retention and account growth • Excellent written communication — 60%+ of client interaction happens over Slack • Data-driven mindset — translate campaign metrics into client-facing insights • Proactive problem-solving — prevent fires, not just put them out • Ability to manage 30–60 concurrent client relationships without things falling through the cracks • Experience with CRM platforms and project management tools NICE TO HAVE • Facebook/Meta Ads experience • GoHighLevel familiarity • Previous agency experience • Medical/wellness industry background TECH STACK GoHighLevel (CRM/automation), ClickUp (project management), Slack (client comms), Meta Ads Manager (campaign monitoring) BENEFITS • Fully remote with flexible scheduling (main hours 9-5 EST) • We invest into each of our team members • Clear path to a leadership position