Client Success Manager / Ops (English)
Hiring firstYou're our clients' person. You answer them fast, run their calls, get them live on time, show them their results every week, and catch a problem before they feel it. Service is what keeps our clients, and you own it.
See the full role
What you'll do
- Reply to every client on Slack within 2 business hours, every day
- Run Zoom calls: onboarding, 30/60/90-day reviews and save calls when something's off
- Run each new client's onboarding from our checklist: chase access, approvals and lists so they go live in about 7 days
- Send each client a weekly results recap: leads, booked appointments, shows
- Turn every client request into a task with an owner and a due date, and close it
- Spot churn signals (silence, no-shows, complaints) and act the same day. Ask for referrals and recommend upgrades when they fit
Your scorecard
| What | Target |
|---|---|
| Client retention | 9 of 10 clients stay each quarter |
| First reply on Slack | within 2 business hours, 95% of the time |
| Weekly recaps on time | 100% |
| New client live | within 7 days |
| Overdue client tasks | 0 |
| Upgrades or referrals | 1+ per month |
You have
- 2+ years in customer success, account management or agency client service
- Excellent written English and confidence on Zoom with US business owners (Spanish a strong plus)
- You read CRM and ad numbers and explain them simply
- Organized in a project-management tool; you follow up without being asked
Not for you if
You think "the client didn't complain" means the client is happy, or you leave messages for tomorrow.
Your video question
“A client writes on Slack: 'We got 12 bookings but half didn't show. Is this working?' Reply to them, then tell us what you'd do this week.”
Paid trial task
Write a weekly recap from real (anonymized) numbers and a save message, then run a 5-minute mock onboarding call with us.