Client Success Manager

Job Title: Client Success Manager

Location: Remote (US-based)
Reports to: CEO (Owner)

Company Overview:
We are a fast-growing real estate marketing agency specializing in short-form video content for social media. Our mission is to help real estate agents generate more clients through innovative and impactful social media strategies. We prioritize client success over company profit and are committed to delivering measurable results. With 15 real estate clients and a dedicated team of experts, we operate fully remotely and are focused on scaling while maintaining the highest client satisfaction in the industry.

Position Overview:
As a Client Success Manager (CSM), your primary responsibility is to ensure that our real estate clients are successful, satisfied, and continuously see the value in our services. You will be the main point of contact for our clients, managing their onboarding, tracking their progress, and ensuring they achieve tangible results. You’ll work closely with the Operations Specialist and other team members to ensure that the content we produce meets client expectations and delivers viral success and lead generation. Your focus will be to build long-term client relationships, ensuring clients remain engaged, satisfied, and refer new business.

Key Responsibilities:

Client Onboarding:

Manage the entire onboarding process for new clients, setting clear expectations and aligning services with the client's business goals.
Gather all necessary information to ensure smooth content creation and strategy execution, communicating client needs to the Operations Specialist.
Client Relationship Management:

Act as the primary point of contact for clients, maintaining regular communication, conducting check-in meetings, and addressing any questions or concerns.
Build strong relationships with clients, ensuring they feel supported and heard throughout their partnership with us.
Content Review and Feedback:

Collaborate with the Operations Specialist to review content ideas and scripts, ensuring they align with the client’s brand and goals.
Present content plans to clients for feedback and approval, gathering input and making necessary adjustments before production.
Client Success Monitoring:

Track the performance of client content across social media platforms, measuring engagement, virality, and lead generation.
Regularly review KPIs related to client satisfaction and results, adjusting strategies where necessary to ensure clients meet their goals.
Client Retention:

Proactively ensure clients are satisfied with their results and that they continue to see value in our services.
Develop strategies to improve client retention, such as offering personalized content suggestions or tweaking approaches to maximize results.
Issue Resolution and Escalation:

Address any client concerns or issues promptly, escalating to the CEO when necessary while striving to resolve most issues independently.
Ensure all client challenges are addressed in a way that strengthens the client relationship and improves their overall experience.
Client Success Reporting:

Provide regular reports on client progress, including content performance, engagement metrics, and overall satisfaction.
Communicate client feedback and insights to the operations team, helping to fine-tune content strategies and improve results.
KPIs for Success:

Client retention rate
Customer satisfaction (CSAT) scores
Client content performance (engagement, virality, leads generated)
Referrals generated by satisfied clients
Required Skills & Experience:

Proven experience in client success, account management, or customer service roles, ideally within social media marketing or real estate.
Strong communication and relationship-building skills, with the ability to manage multiple client accounts and maintain long-term relationships.
Analytical mindset to track client results and adjust strategies for improved performance.
Experience working with social media platforms (Instagram, TikTok, YouTube) and understanding of content marketing trends, especially short-form video.
Ability to work independently and manage time effectively in a remote environment.
Our Values:
We believe in delivering results with integrity, and our Client Success Manager must share our obsession with helping our clients succeed. We prioritize client success above everything else and are committed to exceeding their expectations in every aspect of the service we provide.

Compensation:
Salary is competitive and will depend on the experience and skills of the candidate. Additional benefits and bonuses may be available based on client success and retention.

Why Join Us?
You’ll be joining a passionate and driven team that sets the highest standards for client success. We are dedicated to helping real estate agents grow through social media, and your role will be critical in ensuring they achieve remarkable results. If you thrive in a high-performance environment and are passionate about client outcomes, this is the opportunity for you.