Customer Success Manager

We are hiring a Customer Success Manager (Customer Success Coach) for our client, a fast-growing agency that works with digital marketing agency CEOs.

This is not a passive account management role. You will own the full client lifecycle — from onboarding through to program completion — driving strategy, accountability, implementation, and retention, with a strong focus on revenue growth.

Your primary KPI: client retention (minimum 70%).

You will manage up to 40 concurrent clients, acting as a strategic advisor, business coach, and relationship owner.

Location: Tampa, Florida — Rocky Point area (the company is open to both hybrid and remote arrangements for the right candidate)

Key Responsibilities

Client Onboarding

• Conduct welcome and onboarding calls
• Set expectations and establish rapport
• Lead initial strategy discussions

Relationship Management

• Own full client journey
• Run regular check-ins
• Identify churn risks early and re-engage clients
• Maintain real-time task visibility in ClickUp
• Communicate proactively via Slack

Strategic Coaching

• Guide clients through agency growth strategies
• Help troubleshoot business challenges
• Provide clear, actionable recommendations
• Hold clients accountable to execution

Retention & Revenue

• Maintain 70%+ retention at 12-week mark
• Present upsells when aligned with client success
• Manage recurring revenue book of business

Requirements

3+ years in Customer Success or Account Management with a clear focus on revenue growth, client expansion, and upselling opportunities.

Proven experience selling high-ticket services, coaching programs, consulting engagements, or similar solutions valued at $20,000+ per sale.

Demonstrated ability to manage the full client lifecycle while identifying and converting additional revenue opportunities.

Experience working with digital marketing agencies or similar service businesses

Strong understanding of digital marketing fundamentals (paid ads, funnels, client acquisition models)

Experience managing 25+ concurrent clients preferred

High emotional intelligence and strong communication skills

Highly organized and system-oriented

Willing to work in-office in Tampa (nice to have)

Tools (Preferred)

• ClickUp
• Slack
• GoHighLevel

What Success Looks Like

• 70%+ client retention
• Proactive client communication
• Early churn risk identification
• High client satisfaction
• Book of business growth beyond 40 client

Benefits

Compensation and What You Get

• From $55,000 (base) to $127,000 (full commission at 40 clients) On-Target Earnings
• Direct access to leadership
• Real impact — your work drives revenue and you will know it