Customer Success Manager

We help private-pay medical clinics — regenerative medicine, pain management, chiropractic, and stem cell therapy practices — scale through paid ads, AI systems, and sales processes. We're growing fast — 15+ new clients last month — and we need someone to own the client experience from onboarding through retention and beyond.This isn't a "check in once a month and send a report" role. You'll be on calls with clinic owners, coaching their front desk and setters on how to convert more patients, reviewing their ad performance, and going deep on strategy to help them actually scale. You'll work directly with our media buyer, our AI voice and text systems, and our automation stack — tools most agencies won't have for another two years.What you'll do:Run onboarding calls that set the tone for the entire client relationship — expectations, strategy, KPIs, all of itOwn check-in calls with clients on a structured cadence — reviewing results, adjusting strategy, solving problems before they escalateCoach clients and their teams on sales process — how to handle inbound leads, improve show rates, confirm appointments, and close more patientsHelp clients manage and hold their setters accountable — call volume, talk tracks, follow-up discipline, speed-to-leadMonitor ad performance data in Meta and GHL, translate it into actionable strategy conversations with business ownersOversee campaign strategy, ad copy, and creative direction alongside our media buyer — you're the one who knows what the client needsHold clients accountable when they're not doing their part — most doctors aren't following up on leads anymore, so when the system is working, you need to prove it and show them the valueDrive upsells to longer contracts and additional services like SEO, websites, and AI callingGenerate referrals and testimonials from clients who are winningCollaborate with the team on automations, AI voice improvements, and onboarding systems as neededBe responsive on Slack outside standard hours — our clients are US-based and things move fastWho this is for:You've managed ad clients before, ideally on Meta. You know GHL or a similar CRM. You've coached a sales team or managed setters. You've had the tough conversation where a client wants to cancel and you saved the account. You understand that retention isn't about being nice — it's about getting results and communicating relentlessly.You're hungry. You want to prove something. You're not looking for a chill remote gig where you coast — you're looking for a place where your effort directly translates to growth, income, and opportunity.You're willing to work 45-50 hour weeks, especially during ramp. You're responsive evenings and weekends when needed. You treat this like your business.Who this is NOT for:You want a strict 9-to-5. You describe your ideal workday as "as little work as possible." You have a side project that's going to compete for your attention. You've never been wrong about anything. You optimize for comfort over growth.What we offer:Competitive base plus performance bonuses tied to retention, upsells, and referrals — your income scales with your resultsClear growth path — our current CSM started in a similar spot and has grown significantly in comp and responsibility in under two yearsTraining on AI systems, voice AI, healthcare marketing, and media buying strategySmall team, real ownership, zero bureaucracyYou'll learn more here in 6 months than most people learn in 3 years at a bigger agencyRequirements:Full-time availability, fully remoteOverlap with US business hours required, occasional late evening calls depending on timezoneExperience managing ad clients or working in a client-facing role at a marketing agencyExperience managing setters, sales teams, or overseeing outbound/inbound follow-up processesFamiliarity with Meta Ads, GHL or similar CRMs, and basic automation workflowsNative-level English communicationTrack record of keeping clients — not just managing themUS / UK timezones preferred.If this sounds like you, apply below. Bonus points if you've already looked at our ads and have thoughts on what you'd change.