Customer Success Consultant (Remote)

Forge Strategy

About Us:

Forge Strategy specializes in generating revenue for our clients through personalized outreach. We pride ourselves on having a deep understanding of every client's business and utilizing our extensive knowledge of various industries and target markets to maximize the success of email campaigns. We aim to provide value by not only generating engaged leads but also supporting them in nurturing their sales pipelines.

Position Overview:

We are looking for a motivated Customer Success Consultant (CSC)

to lead the delivery and success of client campaigns across a portfolio of accounts. As a CSC, you will be responsible for managing onboarding, campaign execution, and performance reporting, serving as the primary point of contact between the client and internal teams. This is a detail-oriented, client-facing role that requires strong communication skills, operational oversight, and a deep understanding of campaign performance metrics. You’ll be expected to translate client goals into strategic deliverables, monitor key performance indicators (KPIs), and proactively resolve issues to ensure client satisfaction and retention. Your ability to drive clarity, maintain accountability, and communicate proactively will directly impact client outcomes and long-term success. We value ownership thinking and welcome your feedback and suggestions. Additionally, we lean heavily on automations and AI to streamline work, boost efficiency, and free up time for innovation as well as passion projects. Ultimately, your efforts will be critical to both campaign success and client retention.

Key Responsibilities / Expectations:

• Client Onboarding:

  Responsible for managing the onboarding process for new clients. Ensure a seamless introduction to Forge Strategy’s services, defining clear expectations, and providing an elaborate explanation of our systems. Lead client onboarding meetings, define success metrics, qualification criteria, and communication standards.

• Client & Campaign Management:

  Be the primary point of contact for assigned clients, maintaining strong relationships through regular communication, progress updates, and strategic check-ins. Translate client goals into actionable campaigns in collaboration with internal teams, ensuring campaigns stay aligned with client objectives and brand positioning. Maintain, follow up with, and convert interested leads generated by the client’s campaign into booked meetings or pre-qualified calls.

• Performance Monitoring:

  Track key performance indicators (KPIs) across client accounts and ensure benchmarks are met or exceeded. Take initiative to escalate concerns, flag performance issues early, and suggest optimization strategies.

• Email Campaign Drafting:

  Collaborate with our Copy and Content Copywriter to develop personalized, compelling messaging for client campaigns. Ensure emails reflect the client's brand voice, value proposition, and target audience profile.

• Communication & Reporting:

  Maintain consistent and prompt communication with both clients and internal teams to ensure alignment and accountability. Prepare and present clear, data-informed monthly reports outlining campaign results, wins, challenges, and areas for improvement.

• Problem-Solving & Client Advocacy:

  Actively identify and address issues as they arise, ensuring the highest level of client satisfaction and minimizing friction. Proactively gather feedback to understand evolving client needs and recommend services or adjustments to provide added value.

• Collaboration:

  Work cross-functionally with our Copywriting, Operations, and Customer Success teams to ensure campaigns are executed effectively and client needs are consistently met. Contribute to ongoing process improvement initiatives aimed at delivering better outcomes for clients and internal stakeholders.

Key Qualifications:

• Experience in Sales and/or Account Management is required. Customer Success and Customer Service experience are considered assets.
• Strong communication skills, both written and verbal.
• Exceptional time management and organizational abilities, with the capacity to manage multiple tasks simultaneously and prioritize them based on level of importance.
• Proficient at initiating calls to prospects who’ve expressed interest and adept at handling urgent client concerns over the phone.
• Ability to work independently and cooperatively in a remote team environment.
• Adept at handling multiple clients and prioritizing project requirements to meet deadlines.

What We Value:

• Do What You Say:

  Follow through on commitments and deliver results.

• Fix Problems Promptly:

  Address and resolve issues as they arise to keep things moving forward smoothly.

• Be On Time:

  Respect deadlines and ensure timely communication with clients and the team.

• Be Respectful:

  Cultivate positive relationships through open, professional, and respectful communication.

• Set Proper Expectations:

  Clearly define deliverables, timelines, and responsibilities upfront to ensure alignment between all involved parties.

Why Forge Strategy?

• Remote Flexibility:

  Work from anywhere while managing a diverse range of clients.

• Time Off Policy:

  Flexible time off (4 weeks) and malleable hours.

• Small Team Environment:

  We are a small, collaborative team where your feedback has a direct impact. We highly encourage individuals to display ownership and strive for continuous excellence, as we believe that all processes can be improved and made more efficient through effort and collaborative contribution.

• Professional Growth:

  There are a myriad of opportunities to take ownership of client relationships, engage in passion projects, and contribute to all sectors of the business. Your personal career development is both considered and highly prioritized by the leadership team.



• Base salary

  : Starting salary of $60,000 CAD with an OTE of $110k - 120k CAD (including commissions).