Customer Success Manager

PaintLaunch; Victoria; On-site; CAD 80,000 - 100,000; Full time

Job summary

Join a specialized marketing agency as a Client Success Manager, responsible for onboarding and nurturing client relationships for successful outcomes. This role emphasizes proactive communication and the ability to manage multiple client accounts effectively, with a clear path to leadership opportunities.

Benefits

Quarterly performance bonuses based on client satisfaction.

Opportunities for professional growth and coaching.

Vibrant work culture focusing on support and integrity.

Qualifications

• 1-3 years in a client-facing role like Account Manager.
• Strong communication skills and confident in Google Meet calls.
• Comfortable using CRMs and performance metrics.

Responsibilities

• Lead onboarding and integration calls with new clients.
• Manage retention and track performance metrics.
• Identify when clients should scale spend or add other services.

Skills

Communication

Proactivity

Organization

Education

Experience in client-facing roles (1-3 years)

Tools

CRMs

Zapier

Google Sheets

Asana

Job description

PaintLaunch is a specialized marketing agency for painting contractors.

We build marketing systems that help painting companies scale using Facebook ads, lead automation, local SEO, and practical coaching. Our team has worked with over 85 painting companies across 100+ locations, and helped clients add multiple six and seven figures in revenue using what we’ve built.

We’re small, agile, and system-driven. We are not a startup in chaos, but also not a corporate dinosaur either. We move fast, think long term and only hire people who want to take ownership of their role.

What This Role Is & Who It Is For

As a Client Success Manager, you’ll be the face of the company from the moment a client signs on. You’ll lead onboarding, manage regular check-ins, follow up on performance metrics, track down missing data, and troubleshoot small technical issues. You’ll work directly with painting business owners to help them not just understand our system, but succeed with it. If something’s unclear, you’ll clarify it. If something’s broken, you’ll fix it or escalate it. When clients win, you’ll help them scale even further.

This is a relationship-first role with real responsibility for coaching, retention, and results. It’s not entry-level, but you don’t need a fancy title or five years of experience either. If you’re hungry to grow, know how to navigate tools like CRMs or automations, and genuinely enjoy helping people succeed, you might be a great fit.

You’re the kind of person who’s confident running Google Meet calls with business owners, knows how to build trust through clear communication, and thrives when given full ownership of a client relationship.

You’ve probably worked in a marketing agency or directly with small business owners before, and you understand how CRMs, automations, and performance metrics work. You’re organized, proactive, and naturally accountable, following up without being asked and spotting issues before they escalate. You don’t need someone to walk you through every task, but you’re not afraid to ask smart questions when you hit a wall.

If you’re uncomfortable with tech, prefer highly repetitive workflows, or shy away from direct conversations with clients, this probably isn’t the right role. But if you love helping people win, want to grow into a leadership position, and take pride in making clients feel supported and successful, this could be exactly what you’ve been looking for.

Our Values

We don’t just say these, we run the business by them:

• Integrity: We do what we say. We don’t lie, cut corners, or hide mistakes ever. That includes how we sell, how we deliver, and how we treat people.
• Transparency(Honesty + Communication): We overcommunicate when things are working and especially when they’re not. No sugarcoating, no confusion. Internally or with clients.
• Accountability: If something goes wrong, we own it. Every result, every mistake, every win. We hold the line, fix fast, and don’t let the same thing happen twice.

What You’ll Be Doing

Client Ownership

• Run all onboarding + integration calls with new clients (GoHighLevel, Zapier, CRM setup, etc.)
• Track their launch timelines, content delivery, and follow-ups
• Lead biweekly check-ins to review metrics (leads, quotes, jobs, close rate)
• Log client insights, blockers, and wins in Asana & other Project Management tools.
• Be the client’s primary point of contact (you’re their person)

Retention & Results

• Flag at-risk accounts based on CRM data or behavior
• Help clients in solving bottlenecks with internal resources or external referrals
• Keep churn below our KPI's set month-over-month
• Ensure clients are set up for long-term success, even if it requires tough conversations
• Handle login issues, missing CRM fields, misfired automations, and simple Zapier fixes
• Spot CRM misfires or drop-offs and coordinate with internal teams to resolve them
• Collect data when clients don’t use the CRM properly (leads → quotes → jobs)

Upsells & Growth

• Identify when clients should scale spend or add other services.
• Recommend upgrades and help close the loop with the delivery team
• Track and report upsell conversations and results monthly

Internal Support

• Work with Ads, SEO, and Web teams to align client experience
• Report retention metrics to leadership and update team dashboards
• Improve SOPs and touchpoints as you spot bottlenecks or drop-offs

Requirements

To succeed in this role, you should have:

• 1–3 years in a client-facing role (e.g. CSM, Account Manager, etc).
• Strong communication skills. Clear, confident, and personable on Google Meet.
• Experience working with small business owners or service-based clients.
• Basic familiarity with CRMs, automations, or performance-based marketing tools.
• Comfort using tools like GoHighLevel, Google Sheets, Zapier, Slack, and project management software (Motion.so, Notion, Asana etc.)
• Strong organization and follow-up habits, you keep notes, track progress, and close loops.
• The ability to manage multiple client relationships without letting anything drop.
• A proactive mindset and comfort with pressure, you're the first to raise your hand if something’s off
• An interest in coaching, data, and continuous improvement.
• Bonus: experience in the home service industry or painting/franchise space

This is not an entry-level role, but we are open to someone earlier in their career who’s hungry, resourceful, and checks every other box.

Core Outcomes

You’ll be held accountable to clear, trackable performance outcomes that tie directly to our growth and client success:

Time to Launch; new clients are fully launched within 5 business days from the date of sale, including CRM setup, access granted, onboarding call completed, and first ad draft delivered.

Client Retention; maintain 95% retention across your assigned clients. Identifying risks early, keeping clients engaged and solving problems.

Client Satisfaction; track client sentiment through CSAT and NPS style metrics. We aim for consistent strong satisfaction, even while results are ramping.

Performance & Tracking; ensure all clients have updated data on leads, quotes, closed jobs and revenue. This is tracked through their CRM, Google Sheets, & Dashboards.

Upsell Activation; find customer ascension opportunities or upsell possibilities.

Communication & Notes; weekly notes for each client, ensuring that all touchpoints, tasks, issues and wins are documented and visible to our team. Escalating any issues to improve client experience and overall systems internally.

Experience; provide an exceptional service to create customers that not only are happy with our services, but customers that become raving fans.

Compensation

Monthly Pay: $4,500/m - $6,000/m based on experience.

Total on-track earnings: $65K-$70K/year with bonuses.

Quarterly performance bonuses based on retention, TTL, upsells and client satisfaction.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Advertising Services

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Senior Customer Success Manager, Service

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