Customer Success Manager

Marketing Agency · Healthcare & Wellness Clients · Remote

ABOUT THE CLIENT

We're a growth marketing agency built exclusively for medical clinics. Since 2018, the company has helped more than 750 clinics across the United States attract and convert paid, pre-qualified patients through its proprietary Patient-On-Demand System, a combination of targeted advertising, lead qualification, concierge patient booking, and financing support. The agency has generated over $30M in patient revenue for its clinic partners and operates on an exclusive-territory model, partnering with only one clinic per market.

ROLE OVERVIEW

We're hiring a Client Success Manager to own the relationship for a portfolio of clinic accounts. This is a high-accountability, client-facing role for someone who can sit across the table from confident, high-performing doctors and clinic owners, speak their language on marketing performance, and keep the internal team executing against what each client actually needs. You'll be the person clients trust to know their cold numbers and tell them the truth about their account, not just a friendly check-in call.

KEY RESPONSIBILITIES

• Own and manage a portfolio of approximately 20–40 client accounts, serving as the primary point of contact for each

• Lead the business-to-business relationship with clinic owners and doctors, building trust and driving retention

• Run structured, roughly 30-minute client review calls covering account performance and next steps

• Direct and coordinate with the internal marketing team to ensure campaigns are executed on time and as promised to clients

• Operate and manage the company's internal AI bot, which automates manual operational tasks within the account workflow

• Monitor, interpret, and clearly communicate marketing and advertising performance data to clients

• Work alongside a broader team of Client Success Managers, collaborating on process and client handoffs as needed

REQUIRED EXPERIENCE & SKILLS

• Proven experience in a client success, account management, or sales role, ideally within a marketing agency

• Working understanding of digital marketing, including Facebook and Instagram advertising

• Comfort and experience managing business-to-business client relationships

• Strong technical aptitude, including comfort with AI tools such as Claude and ChatGPT, and Slack for internal communication

• Hands-on CRM experience (any major CRM: GoHighLevel, HubSpot, Salesforce, or similar)

• Ability to read and speak confidently to advertising performance numbers, including cost per lead, cost per appointment, and ad spend

• Prior experience working with high-touch, high-expectation clientele, for example healthcare, wellness, or similarly demanding industries

IDEAL CANDIDATE PROFILE

This role calls for someone confident, strong-willed, and comfortable holding their own opinion in a room full of high-paid, high-ego personalities. You're a people person, but not a people-pleaser; you can be warm and still be direct, holding clients accountable without softening the message. You bring a proactive, "whenever the client responds, I'm working" mentality, and you're genuinely energized by owning outcomes rather than just reporting on them.

WORK SCHEDULE

Core hours align with U.S. Central Time business hours. Given the nature of the client relationships, availability outside standard hours, including some weekend responsiveness, is expected.