Role overview

Job Overview

We are looking for an experienced Customer Success Specialist to take ownership of our client relationships, improve retention, and ensure our clients have an exceptional experience working with us.

Your job is to stay ahead of problems — addressing concerns before they become bigger issues, handling difficult conversations, keeping clients committed to the program, reducing churn, and making sure clients stay long enough to see the results we're capable of producing.

We are a highly specialized marketing agency that has spent the last 3 years building and perfecting a service that we believe is unlike anything else currently offered in our industry. Our next stage is aggressive growth: saturating our current market and expanding our model into industries such as chiropractic, physiotherapy, dental, and more.

This isn't just another CSM position. We're looking for someone who can eventually help build, develop, and lead an entire Customer Success department as the company grows.

What You'll Be Responsible For

Managing client relationships and being the primary point of contact
Proactively identifying and resolving client concerns before they escalate
Handling difficult conversations, complaints, and frustrated clients confidently
De-escalating challenging situations and rebuilding client trust
Improving client retention and actively reducing churn
Keeping clients engaged and committed to the program
Identifying recurring client issues and improving our Customer Success processes
Eventually helping hire, train, and lead additional Customer Success team members

Requirements

3+ years of Customer Success, Account Management, Client Success, or Client Relationship Management experience
Proven experience managing and retaining clients
Strong experience with customer retention and churn reduction
Excellent conflict resolution and de-escalation skills
Comfortable handling angry, frustrated, or difficult clients
Exceptional verbal and written communication skills
Highly personable with the ability to build strong client relationships
Strong problem-solving skills and ability to remain calm under pressure
Able to take ownership of problems rather than simply passing them to someone else
Leadership or team management experience is a strong asset
Experience in a marketing agency, SaaS company, or other client-service business is an asset

We're looking for someone who wants more than a job. We want someone who will take ownership of Customer Success and treat the company's growth like their own. As the company grows, we want you to grow with it.

Position: Full-Time

Work Location: Fully Remote

Starting Salary: $58,000–$70,000 per year

If you're exceptional at working with people, thrive in difficult conversations, and know how to turn an unhappy client into a long-term client, we'd like to hear from you.