Client Success Manager
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Job Description
Client Success Manager overseeing client relationships for a lead generation agency specializing in automotive detailing. Ensures client support and satisfaction throughout their journey.
Responsibilities:
- Serve as the first point of contact in all client Slack channels.
- Acknowledge client requests promptly and ensure clients feel heard and supported.
- Route questions and requests to the appropriate internal team members (media buyers, editors, automations specialists, etc.).
- Relay accurate information back to clients and ensure all requests are fully resolved.
- Handle common client inquiries using the LEADFUSE FAQ library and internal resources.
- Own the onboarding process from the moment a new client is added.
- Guide clients through the Client Launch Hub and ensure all onboarding requirements are completed.
- Follow up proactively with clients who stall during onboarding.
- Host onboarding calls and walk clients through required technical setup, including app access, phone numbers, and platform configuration.
- Maintain a daily presence across client communication channels.
- Deliver weekly performance updates using reporting provided by internal teams.
- Host weekly client check-in calls.
- Monitor client satisfaction and identify potential issues before they become problems.
- Ensure clients consistently receive the services they are paying for.
- Manage the project management system for all client-related requests.
- Log, assign, track, and follow up on tasks requiring support from internal teams.
- Keep clients informed on progress and completion timelines.
- Ensure no request remains unresolved or overlooked.
Requirements:
- Excellent written and verbal English communication skills.
- Professional, friendly, and client-focused communication style.
- Strong organizational skills with exceptional attention to detail.
- Proven ability to manage multiple priorities and follow through consistently.
- Ability to follow established processes, systems, and checklists.
- Comfortable using:
- Slack
- CRM platforms
- Project management tools
- Internal knowledge bases and documentation
- Ability to host client-facing onboarding and check-in calls via video.
- Reliable high-speed internet connection.
- Availability to work U.S. business hours with at least 4–6 hours overlap with Pacific Time (PST).
- Available Monday through Friday.
- Preferred Qualifications
- Experience in Customer Success, Account Management, Client Onboarding, or Client Support.
- Experience working in an agency environment or service-based business.
- Familiarity with project management platforms such as:
- ClickUp
- Asana
- Trello
- Monday.com
- Basic understanding of CRMs and digital marketing concepts.
- Demonstrated success in client retention, customer satisfaction, or account growth.
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