Senior Client Success Strategist

Tree Traction helps tree service companies get predictable, exclusive, high-value leads through hyper-targeted direct mail. We're the only company in the US that tracks direct mail street by street, with unique phone numbers, so our clients see exactly what every campaign brings in. We're on the lookout for a Client Success Strategist (a senior client success role) to own a book of tree service clients from onboarding to growth, own their results with them, and be the person they trust to scale their business with us.

Type: Full-time contractor

Location: Remote (South Africa)

Schedule: 7 AM to 4 PM Mountain Time (MST), Monday to Friday, plus urgent client requests after hours.

Reports to: Head of Operations

What you'll do day-to-day

• Be the main point of contact for your book of tree service clients by phone, text and email. Your book ramps up over your first 3 months.

• Get every client's campaigns approved on time, so their weekly and semi-monthly direct mail is ready for print by the weekly deadline.

• Own onboarding after the sale: set the right expectations, get clients excited about their decision, and collect everything we need to get to work.

• Own targeting and creative decisions with your clients, using our app's data and strategy playbook. You'll prep mailer options before onboarding calls and refine them with the client on the call. Our Coordinators handle production.

• Manage our enterprise accounts and the relationships that come with them.

• Grow your book by upselling clients onto larger plans that bring them more inbound calls each month.

• Get the numbers from every client (jobs, quotes and revenue), so you can show the return we bring them.

• Help improve how we work: flag app and dashboard issues to our Systems team, test new dashboards and suggest better processes.

• Work in Slack, ClickUp, GoHighLevel and the Tree Traction app, with Claude to work faster. We'll train you on all of them.

How we'll measure your success

• Net revenue retention: your book holds at 100% or more every month, including upsells and churn.

• Check-ins on time: every scheduled check-in and 30, 60 and 90-day review done on schedule.

• Client outcome data: most of your clients share their jobs and revenue with us every month.

• MRR at risk: you spot at-risk clients early and keep that number low.

• Upsells: you grow your book through upgrades that help clients get more calls.

• Longer term, the results: response rate, cost per qualified lead and ROI for your book.

What success looks like

• In the first 2 weeks: you've completed all client success and company training, can explain our company, product and vision with confidence, have built relationships with the client success team and your manager, and are taking on your first clients.

• By day 30: you handle 100% of onboarding, from introduction calls to check-ins, without help, and you're confident in expansion conversations.

• By day 60: you've expanded or upsold your client base, run every client's check-ins and 30-60-90 reviews, advise clients on targeting and creative using our data and playbook, and have a working feedback loop with Operations and Systems.

• By the end of year one: your book holds at 100% net revenue retention (NRR) every month, with smooth onboarding and strong client relationships, and you own your book's results.

You're a fit if you have

• Experience owning client relationships at a marketing agency/marketing SAAS, as a Client Success Manager, Senior CSM (or equivalent title), or an AE who proactively managed clients after the close.

• A track record of growing accounts: you've owned an upsell, expansion or sales target and can show us your numbers.

• Regular, live contact with clients: monthly strategy sessions and real phone or video calls, not just email.

• Marketing and lead generation know-how: you understand lead flow, conversion rates and ROI well enough to explain to a client why their numbers look the way they do.

• The relationship skills to get clients talking, so they tell you how they actually feel, frustrations included.

• Fluent written and spoken English, with near-perfect grammar and spelling for US clients.

Nice to have

• Experience working with US clients.

• You use AI tools every day to work faster.

• Comfort with data, reporting and CRMs.

Probably not a fit if

• Your experience is in support, entry-level or high-volume account management, like answering tickets or looking after hundreds of low-touch accounts mostly by email.

• You only want to chase new deals. This role is about growing long-term relationships, not new-logo hunting.

• You want a standard South African 9-to-5. You'll work US Mountain hours (7 AM to 4 PM MST, afternoon into late night in South Africa), and urgent client requests sometimes come in after hours, because our clients run their businesses on US time.

How we work (our Core Values)

• Proactive Ownership: you flag a weak campaign in its first few days and own churn and expansion, no excuses.

• Relentlessly Resourceful: you find ways to keep clients happy, talk real ROI, and keep upskilling yourself in marketing and sales.

• Never Satisfied: when results dip, you figure out why and build a plan with the client.

• Think First: you know your plan for the week and can forecast your expansion before anyone asks.

• Radically Transparent: you own hard conversations with clients and the team, and hold clients accountable.

• Win Together: you celebrate wins in the open and share what works through role plays and training.

About Tree Traction

• 220+ tree service companies served so far.

• We're the only company in the US that tracks direct mail street by street, with unique phone numbers.

• $6M ARR in 3 years with no outside capital, so no shareholders telling us what to do. Next: more home service niches.

Benefits

• Work while you travel. If you can work while traveling Europe, that's fine by us.

• Monthly wellness benefit

• Home office allowance

• 12 Company Holidays & 3 weeks of paid leave a year

How hiring works

1. Apply.

2. Interview 1: screen

3. Interview 2: how you work

   1. Reference calls for finalists.

4. Interview 3: final, with our COO, our CEO and our Head of Operations.

5. Offer.

Everyone gets the same questions, scored the same way. We record interviews so the whole team hears you in your own words. Whenever we make a decision about your application, you'll hear from us within 3 days, yes or no.