Remote Client Success and Operations Manager

About Us

We are a specialized Growth Partner Agency helping businesses scale through strategic marketing and technology solutions. We don’t just execute tasks; we solve complex business problems for our clients. We are looking for a structured, proactive, and process-driven leader to join our team as our Integrator—the person who keeps the trains running on time, the clients happy, moves prospects up the conversion ladder, and the team aligned.

The Role

You will be the "glue" that holds our agency together. While our leadership focuses on vision and strategy, you will own the execution. You will oversee project delivery, manage client relationships to prevent churn, and ensure our internal operations (running on EOS®) are flawless. If you love turning chaos into order and ensuring nothing slips through the cracks, this role is for you.

What You Will Do

1. Client Success & Retention

• Zero Churn: Serve as the primary point of stability for key clients. Your goal is to ensure they feel valued and heard, preventing cancellations before they happen.
• Crisis Management: De-escalate issues when deliverables miss the mark. You are the "cool head" who steps in to fix the relationship while the PM fixes the project.
• Strategic Communication: Draft clear, professional updates. You aren't just forwarding status reports; you are interpreting them to show value to the client.

2. Account Growth & Sales

• Pipeline Acceleration: Actively manage prospects in our CRM, moving them up the conversion ladder from initial interest to contract.
• Quarterly Deal Goals: You will own a revenue target. This includes upselling existing clients (expansion) and converting warm leads into new retainers.
• CRM Management: Keep our HubSpot CRM spotless. You will log communications, update deal stages, and ensure our sales data is accurate for reporting.

3. Operational Excellence (The Glue)

• Project Oversight: While you won't manage every task (our PM does that), you will monitor high-level project health to ensure it matches the promise you sold the client.
• Process Improvement: Identify bottlenecks in our delivery or sales process and implement fixes to make the agency run faster.

Requirements (Must-Haves)

• 2+ Years of Agency Experience: You have worked in a digital marketing agency, software house, or consultancy. You understand the pace of client work.
• Project Management Expertise: You are proficient with PM tools (e.g., ClickUp, Asana, Monday.com) and can manage complex timelines without micromanagement.
• Impeccable English: You have native or near-native written and spoken English. You can write nuanced emails to C-level clients without needing an editor.
• Commercial Mindset: You are comfortable carrying a revenue target. You view "Operations" not just as cost management, but as a revenue driver.
• Client-Facing Confidence: You are comfortable jumping on calls, managing expectations, and de-escalating issues when necessary.

Good to Have (Bonus Points)

• HubSpot Experience: You hold HubSpot certifications or have managed a HubSpot portal previously.
• EOS® Knowledge: You are familiar with the Entrepreneurial Operating System. You know what a "Level 10" meeting is and understand the concept of an "Integrator."
• "Rocket Fuel" Reader: You have read the book Rocket Fuel or Traction and truly understand the Visionary/Integrator dynamic.
• Technical Background: While you don't need to code, understanding the basics of web development, automation, or CRM architecture is a massive plus.
• Remote Work Veteran: You have a dedicated workspace and established habits for staying productive in a remote environment.

Why Join Us?

• Work with a high-performance team that values clarity and results.
• Opportunity to truly own the "engine room" of a growing agency.
• Remote work environment
• Health insurance
• World-class certifications to level up
• PTO and paid sick leave