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CLIENT STRATEGIST / CUSTOMER SUCCESS MANAGER (CSM)
Location: Remote (US/Canada only)
Working Hours: 8:30 AM - 5:30 PM CST
Compensation: $60,000 base + performance bonus Total comp $75,000-$85,000
Reports To: Founder / CEO
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ABOUT THE COMPANY
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Our clients are blue-collar business owners doing $1M-$3M in annual revenue who are outsourcing their entire marketing department to us. They expect a strategic partner who speaks their language - not a vendor reading off a dashboard.
We position ourselves as a younger, hungrier, tech-driven alternative to traditional agencies. Our team is high-energy, constantly learning, and pushes each other through personal development. We want someone who fits that culture.
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THE ROLE
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This is a Client Strategist role - someone who owns the client relationship, understands marketing strategy at a conceptual level, and serves as the bridge between the client and the fulfillment team. You don't need to be the one pressing buttons in ad accounts - we have dedicated media buyers for execution. But you need to understand strategy well enough to guide the client, explain performance, and direct the team.
The governing rule: You just have to know more than the customer. You're a strategist and translator, not a technical operator.
You will manage a pod of ~30 clients (20-25 high-ticket + low-ticket accounts), serving as their primary point of contact, strategic advisor, and the person they trust to run their marketing.
WHAT YOU'LL DO:
• Own client relationships end-to-end - weekly/biweekly calls, text updates, personalized reporting
• Understand and communicate funnel strategy - lead gen ads, retargeting, CRM flows, automated follow-up sequences
• Review campaign results, identify trends, and translate marketing data into language a business owner understands - no jargon, just results and next steps
• Direct creative - guide the creative team on what ads should say and look like based on what's working
• Drive retention, upsells, referrals, Google reviews, and testimonials
• Hold frame on client calls - our clients are direct, sometimes aggressive, and expect you to run the meeting with confidence
• Bridge the gap between client needs and media buyer execution - understand what the client wants, translate it into actionable strategy for the team
Requirements
MUST-HAVES:
• Blue-collar or trades background - you've worked in or around the trades (HVAC, plumbing, roofing, electrical, landscaping, remodeling, or similar). You speak the language of home-service business owners as a peer, not a marketer. This is the single most important qualification.
• Marketing background - you don't need to be an expert, but you understand what marketing is: funnels, ads, leads, basic metrics. You've worked for a marketing company, tried to start one, or have a marketing degree. You need enough foundation that we're not teaching from scratch.
• Extremely articulate - you speak fluently, collectedly, and intelligently. Blue-collar owners trust people who communicate well. This is critical - strong on the phone and on video.
• Sales instinct - this role is more sales than marketing. You can handle an upset client, set frame, validate their frustration, redirect to a resolution, and upsell by pointing to what's working ("this ad set is performing - let's double down")
• Hungry and driven - you're energetic, tech-savvy, constantly learning, and fully bought into the agency's mission. You want to grow with us, not just collect a paycheck.
• Proactive communicator - you reach out before the client has to ask "what's going on?"
NICE-TO-HAVES:
• Full-funnel experience (ads → CRM → automated follow-up)
• Experience with Facebook Ads, Google Ads, or LSAs - even at a conceptual level
• Creative direction experience - conceptualizing ad angles, scripting video ads
• Agency experience managing multiple accounts
• Familiarity with CRM platforms (GoHighLevel, HubSpot, or similar)
• SEO fundamentals - enough to have an informed conversation about content and rankings
WHAT WE CAN TRAIN vs. WHAT WE CAN'T:
Trainable (we'll teach you):
• CRM specifics and internal tools
• Google Ads details (if you understand Facebook, and vice versa)
• SEO / GBP finer points
• Our internal SOPs and pod structure
• Platform-specific strategy and optimization
Not trainable (you need these from day one):
• The concept of how marketing strategy works (funnels, ads, metrics)
• Articulate, confident communication
• Blue-collar rapport and trust-building instincts
• Hunger and drive
WHO THIS ISN'T FOR:
• Strong communicators with zero marketing foundation - you need at least a basic understanding
• Marketing veterans with no blue-collar exposure - if you can't relate to a plumber or roofer, this isn't the right fit
• People who are primarily comfortable behind a keyboard - this role is phone-first
• Reactive personalities who wait for clients to come to them
• Anyone who gets flustered when challenged on a call
Benefits
• $60,000/year base salary
• Performance bonus structure tied to retention, upsells, and client satisfaction
• Total compensation: $75,000-$85,000 depending on performance
• Path to Head of Customer Success as the company scales the pod model
• Quarterly in-person team meetups
• Fully remote - work from anywhere in US