Job Description

Client Strategist / Customer Success Manager (CSM)

Location: Remote (US or Canada)

Schedule: Full-Time | US Business Hours (8:30 AM – 5:30 PM CST)

Compensation: $60,000/year base + performance bonuses (Total Comp: $75,000–$85,000/year)

About the Role

We are hiring a Client Strategist / CSM who will own both the client relationship and the marketing strategy for a portfolio of approximately 30 accounts. This is not a coordinator role. You are the person who sets the plan, directs the creative, reviews the data, adjusts the approach, and hands the tactical execution to the fulfillment team.

You will be the main point of contact your clients trust, the authority they look to for marketing guidance, and the strategist who drives their results. When a business owner picks up the phone, they should feel like they are talking to someone who understands their world — not a marketer reading from a deck.

This role is part strategy, part relationship, and part sales. If you have experience in client-facing marketing roles, understand paid advertising, and know how to build trust with business owners through direct, peer-level conversations, this role was built for you.

Key Responsibilities

Strategy & Campaign Direction

- Own the full-funnel marketing strategy for each client: lead generation ads, retargeting, CRM automation, and follow-up sequences

- Set creative direction — determine what video and image assets should communicate, which angles to test, and what messaging to prioritize

- Review campaign performance data across paid advertising and SEO, identify what is working and what is not, and adjust the plan accordingly

- Translate marketing analytics into clear, actionable insights that business owners can understand without jargon

- Hand off tactical execution to the fulfillment team while maintaining strategic oversight of all deliverables

Client Relationship Management

- Serve as the primary point of contact for a portfolio of approximately 30 client accounts

- Lead weekly or biweekly strategy calls with clients — own the conversation, set the frame, present results clearly, and recommend next steps

- Keep clients updated proactively via calls, text, and personalized reporting — do not wait for them to reach out

- Build genuine trust and rapport with business owners through direct, peer-level communication

- Proactively address concerns before they escalate and hold the relationship together when results fluctuate

Retention, Growth & Advocacy

- Own client satisfaction, retention, and long-term account health

- Identify upsell and expansion opportunities based on client goals and performance trends

- Collect testimonials, referrals, and reviews through strong relationship management

- Coordinate with the fulfillment team to ensure deliverables are completed on time and meet quality standards

Success Metrics (KPIs)

Your performance will be measured by:

- Client retention rate and churn reduction

- Weekly/biweekly client communication cadence (calls, updates, texts)

- Response time to client inquiries

- Personalized report delivery and quality

- Upsell and expansion revenue

- Client referrals, testimonials, and reviews collected

- Negative feedback frequency and resolution

- Campaign performance alignment with client expectations

Requirements

Ideal Candidate Profile

Requirements

- 2–4+ years of experience in client strategy, account management, or customer success — preferably in a digital marketing agency environment

- Hands-on experience with paid advertising (Facebook Ads, Google Ads) and SEO — you can read dashboards, diagnose underperformance, and speak to strategy with confidence

- Strong verbal communication and commanding presence on the phone — this role lives and dies on live conversations, not just emails and messages

- Strategic thinker with the confidence to set a plan, defend it, and adjust when the data says otherwise

- Calm and steady in hard conversations — when results dip or a client pushes back, you hold frame, direct the call, and keep the relationship intact

- Previous sales experience or a sales-driven mindset — this is partially a sales role where you are selling the client on a long-term relationship with you

- Proactive, high-drive personality — you reach out before the client has to, and you never assume silence means satisfaction

- Proficiency with CRM platforms, project management tools, and team communication tools

Nice to Have

- Experience managing marketing funnels end-to-end (ad creative → landing page → CRM flow → follow-up)

- Familiarity with marketing automation platforms and lead management systems

- Experience in an agency setting managing 15–30+ client accounts simultaneously

- Background working with or selling to small business owners

- Experience in industries where clients are direct, high-expectation, and results-focused

Benefits

Compensation & Benefits

- Base Salary: $60,000/year

- Performance Bonuses: Based on client retention, satisfaction, and growth — total comp ranges from $75,000 to $85,000/year

- Fully remote work environment

- Quarterly in-person team meetups

- Direct access to leadership and agency growth trajectory

90-Day Success Metrics

Within the first 90 days, a successful Client Strategist will:

- Fully own their assigned client portfolio (~30 accounts) and lead all client calls independently

- Set and present a clear marketing strategy for each client, demonstrating command of the funnel from ads through follow-up

- Deliver personalized reports consistently and maintain proactive communication cadence

- Build genuine rapport with each client — business owners should feel confident that their strategist understands their world

- Demonstrate the ability to diagnose campaign issues and recommend data-backed adjustments

- Maintain strong client retention with zero avoidable churn

- Successfully direct the call on every meeting — setting the frame, running the agenda, and not letting the client run the meeting

Important Notes

This role is for someone who wants to own outcomes, not manage tasks. You will be the person your clients trust to grow their business — and you will have the autonomy and support to do exactly that.

If you understand how paid marketing actually works, can build trust with business owners through real conversations, and have the confidence to own a strategy end-to-end, we want to hear from you.