Account Manager / Client Success Manager

Type: Part-time, 20 hours/week, moving to full-time once you're running accounts on your own
Pay: $5 USD/hour depending on experience, paid biweekly. More for someone who clearly doesn't need training
Location: Remote

About Us

We're a marketing agency run by two founders. We handle strategy, branding, pricing and content planning for a small group of clients, and we have a couple of content staff on the team.

Right now both founders handle every client relationship personally, and it's capping how fast we grow. We need one reliable person to take the client side over completely so we can focus on marketing and sales.

What You'll Do

Onboarding

Walk new clients through setup and get them fully launched
Audit their existing profiles, pricing and funnel, and fix what's weak
Follow our onboarding SOP (you'll get it after you're hired)
Weekly Client Calls

Run one 30-minute video call per client, every week
Review their numbers and explain what's working and what isn't
Send a short written recap after every call
Give a friendly invoice reminder at the end of the call, not the start
Day-to-Day

Same-day replies to client messages on Telegram and ----------
Keep our content team on deadline each week
Escalate money, account problems and unhappy clients to the founders
Tracking

Keep a simple tracker showing each client's status for the week
Flag accounts that are slipping before the founders have to ask
Requirements

2+ years as a client's direct point of contact (account management, client success, customer success). Not general VA work with occasional client contact
Experience running recurring client calls on your own, including the bad ones where the numbers are down
Near-native spoken English. You'll be on video every week, and this is the first thing we check
Comfortable on camera, with a headset and a quiet place to take calls
Comfortable reading a performance dashboard and explaining numbers in plain language
Organized, able to manage several client relationships and two bosses without things slipping
Reliable internet, and available for some overlap with North American hours (Mountain/Eastern)
Google Sheets, Docs and Telegram
Don't Apply If

You've never been a client's direct contact
Your background is data entry, admin or back-office work
You need someone checking in on you to stay on track
You'd need training on how to handle an unhappy client
Talking about invoices and money makes you uncomfortable
You're juggling several other clients and can't commit to weekly calls
How to Apply

Please send:

A 1-2 minute voice or video recording in English, telling us about a client you managed and a problem you fixed for them (phone camera is fine, we're listening to how you communicate)
Your answer to this: a client messages you upset that their numbers dropped this week. What are the first three things you do?
How many clients you've managed directly, and for how long
Start your application with the words "CLIENT FIRST" so we know you read the whole post

Shortlisted applicants will do a short paid test: one 15-minute mock client call with a founder, plus the written recap you'd send afterward.