Client Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main point of contact for your portfolio, fostering trust through proactive communication and consistency.

• Quickly address client inquiries, clarifying complex topics and ensuring alignment on next steps.

• Assist clients in overcoming challenges with confidence, empathy, and a focus on solutions.

• Exhibit a strong client management presence: calm, composed, and clear, even in fast-paced, high-pressure situations.

• Evaluate Facebook and Google campaign performance throughout the funnel, from lead generation to SQL (Sales Qualified Leads) and revenue metrics.

• Identify bottlenecks, spot trends, and convert complex data into straightforward, actionable insights.

• Deliver performance reviews that provide clarity, direction, and outline next steps.

• Conduct bi-weekly client calls centered on performance reviews and strategic alignment, ensuring each call produces clarity, direction, and actionable next steps.

• Provide clients with advice on operational enhancements that influence lead quality, speed-to-lead, sales cadence, and conversion rates.

• Customize guidance based on each client’s objectives, growth stage, and unique challenges.

• Sustain strong portfolio retention by consistently delivering value and proactively identifying risks.

• Recognize upsell and cross-channel opportunities in partnership with Senior CSMs and Team Lead.

• Proactively think and ideate to anticipate and support scalable client growth, enhancing the client experience and establishing the agency as a genuine strategic partner.

• Collaborate with Meta and PPC media buyers to align on insights, opportunities, and challenges.

• Facilitate cross-department communication to ensure seamless execution and timely updates.

• Quickly and constructively escalate challenges, contributing clarity and structure rather than confusion.

• Adopt a builder’s mindset, creating tools, resources, and frameworks that enhance our delivery methods.

• Keep abreast of best practices in paid media, industry trends, and specifics related to home improvement.

• Engage in ongoing CSM training sessions, process enhancements, and initiatives across the department.

• Share ideas, templates, and frameworks that improve team efficiency, client experience, and operational rigor.

⛳️ Requirements

• 4+ years of experience in a client-facing, portfolio management, or account management position.

• Strong interpersonal skills: communication, clarity, client rapport, and expectation management.

• High proficiency in Excel/Sheets and performance dashboards.

• Experience in analyzing marketing or sales funnels, even if not specifically in paid media.

• Capability to manage a portfolio of 10–15 accounts while maintaining strong retention rates.

• Preferred experience in performance marketing or a digital agency.

• Familiarity with Meta Ads Manager, Google Ads, and Looker Studio is preferred.

• Experience in home improvement, home services, or high-ticket lead generation is preferred.

• Strong understanding of B2C or high-ticket service funnels is preferred.

• Bachelor’s degree in business, marketing, or related fields is preferred.

🏝️ Benefits

• Competitive base salary plus performance-based bonuses.

• Flexible remote work environment with the option for in-person collaboration (Vaughan, ON).

• Group benefits including Medical, Dental, Vision, RRSP/401k Plan with matching, and more.

• Company-provided MacBook computer.

• Home office budget and Clever merchandise delivery to help you get set up.

• Work Abroad Policy: If you need a new working environment, our policy supports this!

• Opportunity to shape and develop a high-performing Client Success team.

• A culture of performance and respect, where outstanding work emerges from a blend of extreme ownership, accountability, and collaboration.