Note: The job is a remote job and is open to candidates in USA. Sustain Media is a small, fast-growing agency that runs local SEO and Google Ads for home service businesses. The Client Success Manager will own a pod of business accounts, manage client relationships and onboarding, explain marketing performance, coordinate problem-solving, support retention and account growth, and help improve internal processes.
Responsibilities
- Your pod. Own a book of businesses from kickoff through the life of each account. Know how each one is doing, which ones are at risk, and what you're doing about it
- Client relationships. Be the primary day-to-day contact across calls, email, Slack, and reporting videos. Learn the owner's goals, concerns, and expectations well enough to have useful conversations and catch problems early
- Onboarding. Own the follow-through from kickoff through collecting access and getting the team what it needs to begin work. Track start dates, missing information, and next steps. Follow up before a missing login becomes a missed deadline
- Business context. Know which jobs the business wants, which markets matter, how seasonality affects demand, and whether leads are turning into useful opportunities. Keep that information current for the team
- Reporting and calls. Explain results, completed work, problems, and upcoming priorities in plain language. Connect marketing performance to qualified leads, booked jobs, and revenue where the data supports it
- Problem-solving. When an owner says the leads are bad or the marketing isn't working, ask questions, review the available information, and work with the right specialist on a response. Stay responsible for keeping the owner informed and following through
- Commitments. Record requests, decisions, owners, and due dates in Airtable. Follow up internally, flag delays, and keep the business informed until the issue is resolved
- Retention and account growth. Catch changes in expectations, engagement, or performance early. Coordinate a response with strategy and leadership. When an additional service fits the business's goals, make the case and lead the conversation
- Better ways of working. Help improve onboarding, reporting, client records, and AI workflows. Bring a specific recommendation, help put it into practice, and check whether it made the work better
Skills
- 3+ years in agency account management, client success, or digital strategy, with direct responsibility for client relationships and retention
- Enough local SEO and Google Ads knowledge to explain performance, recognize a questionable answer, and ask useful follow-up questions. You should understand Google Business Profiles, Map Pack rankings, website SEO, budgets, cost per lead, conversion tracking, and lead quality
- Confidence leading conversations with business owners and marketing leaders, including when results need to improve or expectations need to be reset
- A reliable way to manage a busy portfolio and keep promises without someone checking every step
- Evidence that you've solved a problem or improved a process on your own initiative
- The confidence to raise a concern or disagree respectfully, along with the judgment to change your view when new information warrants it
- Clear writing and comfort recording short screen-share videos
- Practical experience using AI and an interest in learning better ways to do the work
- Home service experience
- Experience managing accounts with multiple locations, several decision-makers, or retainers above $5,000 a month
Benefits
- Monthly pod performance pay
- Upsell pay
- One-time bonus when you find and close a new service for a business in your pod
- Unlimited PTO, with planned coverage for your accounts
- Fully remote, with availability during Eastern Time business hours
- Direct access to leadership and strategic support
- A say in how we improve the work as the company grows
Company Overview