Client Success Manager – Meta Advertising, Appointment-Setting

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee a comprehensive client onboarding process, ensuring seamless transitions from sales to delivery, setting clear expectations, and documenting client objectives and success metrics.

• Manage a portfolio consisting of approximately 40 client relationships through regular check-ins.

• Address client Slack inquiries within a 24-hour timeframe on business days.

• Maintain accurate and up-to-date records in the CRM system.

• Identify early signs of dissatisfaction and potential at-risk accounts, coordinating recovery strategies and supporting renewals and retention efforts.

• Translate client concerns into actionable items for the creative, media buying, appointment-setting, and operations teams, ensuring follow-through until resolution.

• Create performance updates for clients and uphold a portfolio health dashboard accessible to leadership.

• Enhance onboarding checklists and standard operating procedures (SOPs), while developing a repeatable Client Success playbook.

• Monitor retention metrics, NPS trends, response times, and onboarding service level agreements (SLAs).

• Aim for an annual client retention rate of 93% or higher, proactively identifying churn risks before they escalate.

• Transition from learning workflows and managing 10–20 accounts to full portfolio ownership within the first 90 days.

⛳️ Requirements

• Approximately 1–2 years of relevant experience in client success, account management, customer service, or a client-facing role within an agency. Exceptional transferable experience will also be taken into account.

• Strong verbal and written English communication skills, with confidence in client interactions.

• Demonstrated empathy, sound judgment, and a strong sense of ownership.

• Excellent organization and follow-through skills while handling multiple accounts and competing priorities.

• Proactive problem-solving abilities and comfort in working with distributed teams in a dynamic environment.

• Capability to interpret basic marketing performance reports and communicate practical next steps to clients.

• Based in Canada (preferred) or the United States.

• Availability Monday–Friday, approximately 9 AM–5 PM Eastern, Central, or Pacific Time.

• Experience in medspas, aesthetics, or wellness, or supporting growth at a medspa is a plus.

• Familiarity with GoHighLevel, ClickUp, or similar project management tools, and Meta Ads Manager is advantageous; training will be provided for these platforms.

🏝️ Benefits

• Fully remote position for candidates located in Canada or the United States.

• Consistent daytime schedule from Monday to Friday.

• Competitive USD base salary ranging from $60,000 to $70,000 per year.

• Performance incentives linked to quarterly client retention, in addition to bonuses for client testimonials. The target on-target earnings (OTE) is approximately USD $80,000 to $90,000.

• Training provided on the agency’s platforms, including GoHighLevel, ClickUp, and Meta Ads Manager.

• Opportunity to contribute to establishing the agency’s first dedicated Client Success function and influence its processes and playbook.

• Potential for career growth as the agency expands, with pathways leading to Senior Client Success Manager and Head of Client Success roles.