Client Success Manager (Digital Marketing Agency)

Job summary

Manage 30–50 client accounts, lead monthly performance reviews, diagnose marketing results across channels, and handle client questions, escalations, and retention risks. Identify appropriate upsell opportunities, coordinate with advertising and SEO specialists, maintain reporting and account records in ClickUp, and follow through on client commitments.

Job details

𝗖𝗹𝗶𝗲𝗻𝘁 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 (𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗠𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝗔𝗴𝗲𝗻𝗰𝘆, 𝗘𝗦𝗧 𝗛𝗼𝘂𝗿𝘀) Pressure Washing Marketing Pros | Remote | Full-time, 9 AM to 5 PM EST 𝗦𝗡𝗔𝗣𝗦𝗛𝗢𝗧 $4,000 to $6,000 USD/month base, plus quarterly retention bonus and individual upsell bonuses. Fully remote. 9 AM to 5 PM EST, hard requirement. Opportunity to grow in compensation, responsibility, and ownership based on performance. Read the full post before applying. The application link is at the bottom. 𝗥𝗘𝗔𝗗 𝗧𝗛𝗜𝗦 𝗙𝗜𝗥𝗦𝗧 This is a client ownership role, not a basic customer service position. You will manage client relationships, respond quickly, solve problems, and follow through on what you promise. You will not be handed an answer for every situation. You are expected to think through problems, use the systems we provide, and ask for help when you need it. We want someone who wants to improve, take ownership, and become a person clients and the team can rely on. 𝗪𝗛𝗢 𝗪𝗘 𝗔𝗥𝗘 We're a digital marketing agency that works exclusively with exterior cleaning businesses (pressure washing, soft washing, window cleaning). We generate approximately $1.2M in annual revenue, serve roughly 150 active clients, and retain 98 to 99% of clients. You'll be joining a Client Success team with high standards. Our team is results-driven, follows through, owns their accounts, and keeps growing. That is one of the reasons our retention is so strong. Our owner trains the Client Success team every single week through one-on-ones, call reviews, and feedback on real client conversations. We are building clear systems so new CSMs can ramp faster. You need to be coachable, use the system, and follow through without reminders. AI is changing how client success work gets done. You do not need to code, but you should be comfortable using AI tools to work faster without depending on them to think for you. 𝗪𝗛𝗔𝗧 𝗬𝗢𝗨'𝗟𝗟 𝗔𝗖𝗧𝗨𝗔𝗟𝗟𝗬 𝗗𝗢 • Own 30 to 50 active accounts. Drive their retention, growth, and outcomes. • Run monthly client review calls. Diagnose what's working, what's not, and where the account is headed. • Diagnose performance across the full marketing stack (Google Ads, SEO, GBP, websites, LSAs, and tracking) and translate it into language clients understand. • Respond to client questions consistently during the workday, handle escalations directly, and follow through on every commitment without needing reminders. • Lead save conversations when retention is at risk. Get to the real issue, not the surface complaint. • Identify and close appropriate upsell opportunities on your accounts using PWMP's approved offers and pricing. • Stay hands-on in the work itself: reporting, account audits, GBP and website checks, content coordination, and working with Ads and SEO specialists who execute. • Keep ClickUp and client records current, document what was promised, and contribute to refining the Client Success systems and SOPs as the company grows. This is an individual contributor role. Strong performance can lead to more responsibility and higher compensation. 𝗪𝗛𝗢 𝗪𝗘'𝗥𝗘 𝗟𝗢𝗢𝗞𝗜𝗡𝗚 𝗙𝗢𝗥 You're someone who has: • 2+ years in a client-facing role at a performance-focused digital marketing agency (PPC, SEO, paid social, or lead generation), managing your own client accounts. This is non-negotiable. • Demonstrated ability to handle emotional, frustrated, or escalated clients without becoming reactive yourself. Calm under pressure is the number one trait. • Strong written and verbal English with clear, easy-to-understand spoken communication. • Strategic diagnosis skills. When a client says 'leads are bad,' you want to examine missed calls, close rates, seasonality, ad spend, CPC, and tracking before accepting the surface complaint. • A retention and expansion mindset. You think in terms of keeping clients and growing accounts, not simply closing tickets. • Resourcefulness as a default setting. You find a way and do not wait to be told every next step. • Precision and follow-through. You remember client details, update tasks, send what you promised, and close loops without being chased. • Ownership inside a system. You can act independently, but you follow the process, accept direct feedback, and adjust without becoming defensive. • Comfort using AI tools to work faster while still thinking through the work yourself. • A real interest in becoming excellent at Client Success and earning more responsibility and compensation through performance. 𝗪𝗛𝗢 𝗪𝗜𝗟𝗟 𝗡𝗢𝗧 𝗦𝗨𝗖𝗖𝗘𝗘𝗗 𝗛𝗘𝗥𝗘 This role will not be a fit for: • People who need extensive handholding, daily reassurance, or perfectly defined processes to function. • People who escalate every issue to leadership instead of first trying to understand it and work through it themselves. • People who become defensive, shut down, or stop engaging when given direct feedback. • People who let emails, ClickUp tasks, or promised follow-ups sit until someone reminds them. • People who resist systems, treat documentation as optional, or repeatedly make the same preventable mistake. If several of these describe you, this is not the right role. 𝗖𝗢𝗠𝗣𝗘𝗡𝗦𝗔𝗧𝗜𝗢𝗡 𝗔𝗡𝗗 𝗧𝗘𝗥𝗠𝗦 • Base compensation: $4,000 to $6,000 USD/month, depending on relevant agency experience and demonstrated ability to own client relationships. • Quarterly team retention bonus pool, paid based on team retention performance. • Individual upsell bonuses: Earn a bonus on each website or Google Ads service you personally upsell on your accounts. • Hours: Full-time, Monday through Friday, 9 AM to 5 PM EST. Hard requirement. We do not hire people who cannot consistently work US Eastern hours regardless of where they live. • Location: Fully remote. 𝗛𝗢𝗪 𝗧𝗢 𝗔𝗣𝗣𝗟𝗬 We have a structured process designed to test how you think, communicate, and follow instructions. We will not consider: • Applications that do not reflect your own judgment. You may use AI to prepare or polish, but you must understand and defend every answer. • Incomplete applications or applications submitted anywhere other than the link below. 𝗔𝗽𝗽𝗹𝘆 𝗼𝗻𝗹𝘆 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝘁𝗵𝗶𝘀 𝗹𝗶𝗻𝗸: https://hiring.pressurewashingmarketingpros.com/acsm/job-post-ca

What you’ll do

Manage 30–50 client accounts, lead monthly performance reviews, diagnose marketing results across channels, and handle client questions, escalations, and retention risks. Identify appropriate upsell opportunities, coordinate with advertising and SEO specialists, maintain reporting and account records in ClickUp, and follow through on client commitments.

Requirements

Requires at least two years of client-facing experience managing accounts at a performance-focused digital marketing agency in PPC, SEO, paid social, or lead generation. Candidates must communicate clearly in English, remain calm with escalated clients, diagnose marketing performance strategically, demonstrate ownership and reliable follow-through, accept feedback, and be comfortable using AI tools.

Benefits

• Quarterly Team Retention Bonus
• Individual Upsell Bonuses

Listed skills

• Problem solving · Preferred
• Reporting · Preferred
• Upselling · Preferred
• Client Relationship Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client Relationship Management
• Client Retention
• Account Growth
• Digital Marketing
• Performance Marketing
• Google Ads
• Search Engine Optimization
• Google Business Profile Management
• Lead Generation
• Client Communication
• Performance Analysis
• Problem Solving
• Upselling
• Reporting
• Account Auditing
• ClickUp

Job areas

• Marketing
• Customer Service & Support
• Sales
• Management & Leadership