Customer Success Manager

Grow Nearby; Tampa (FL); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid Schedule

In-office in Tampa

Job summary

Grow Nearby, a Tampa-based Inc. 5000 recognized agency, is seeking a Customer Success Manager to own a portfolio of client relationships from onboarding forward.

You will have trust, AI-driven tools, and executive support to manage accounts with total ownership, collaborating with a team that backs you every step. This hybrid role offers a balanced schedule: work from home Monday and Friday, in-office Tuesday to Thursday in Tampa, and a chance to drive retention, growth, and strategic marketing

Qualifications

• 2+ years in Agency Account Management or Customer Success in a fast-paced environment.
• Confident communicator who can command Zoom calls with executives and business owners.
• Grit to navigate difficult conversations with professionalism and poise.

Responsibilities

• Serve as the primary strategic point of contact for assigned clients
• Lead onboarding, alignment, and long-term relationship strategy
• Build trust with business owners and key decision-makers
• Communicate proactively, clearly, and confidently
• Set expectations and guide clients through performance conversations
• Own client retention and long-term success
• Identify expansion opportunities aligned with client goals
• Partner with SEO, PPC, website, and content teams
• Translate client goals into actionable marketing strategies
• Ensure deliverables align with agreed timelines

Skills

Agency Account Mgmt

Customer Success

Executive Communication

Strategic Thinking

Job description

Most agency CSM roles are just "glorified customer service." You Chase tasks, apologize for delays, and act as a human punching bag.

This is not that role

At Grow Nearby, we don't hire task-chasers; we hire strategic partners. We are a Tampa-based, Inc. 5000 recognized agency that dominates the home service niche (HVAC, Plumbing, Garage Doors - the blue-collar backbone of America). We are scaling and we need a CSM who can run their portfolio like a high-growth business.

The Opportunity

You'll own a portfolio of client relationships from onboarding forward. You will have the trust, the latest AI-driven tools, and the executive support to manage your accounts with total ownership. We work alongside a team that genuinely has your back-no silos, no finger-pointing, just growth.

Hybrid Schedule

• Work from home: Monday & Friday
• In-office (Tampa): Tuesday-Thursday

What You'll Own

Client Leadership & Relationship Management

• Serve as the primary strategic point of contact for assigned clients
• Lead onboarding, alignment, and long-term relationship strategy
• Build trust with business owners and key decision-makers
• Communicate proactively, clearly, and confidently
• Set expectations and guide clients through performance conversations

Retention, Growth & Account Health

• Own client retention and long-term success
• Anticipate challenges before they become problems
• Lead high-level performance reviews and strategy calls
• Identify expansion opportunities aligned with client goals
• Advocate for clients internally while maintaining operational efficiency
• Partner closely with SEO, PPC, website, and content teams
• Translate client goals into actionable marketing strategies
• Ensure deliverables align with agreed timelines and expectations
• Provide clear direction, feedback, and prioritization to internal teams
• Model strong communication and professionalism
• Contribute to improving processes and client experience
• Help elevate standards across the Customer Success team
• Be a positive, solutions-focused presence internally and externally

What We're Looking For

• The Experience: 2+ years in Agency Account Management or Customer Success. You've "been there, done that" in a fast-paced environment.
• The Voice: You are a confident communicator who can command a Zoom call with executives and business owners.
• The Grit: You're comfortable navigating difficult conversations with professionalism and poise.

Bonus Points for:

• Background in Home Services marketing (HVAC, Roofers, etc.).
• Experience managing a mid-to-large book of business without breaking a sweat.

What Sets Grow Nearby Apart?

• Inc. 5000 Growth: We aren't just surviving; we're thriving. Join a company that is actually going somewhere.
• Hybrid Flexibility: We love our Monday/Friday WFH flow, but we value the energy of our Tuesday-Thursday collaborative sessions in our Tampa office.
• No Micromanagement: We hire experts and then get out of their way.
• Healthy Culture: We respect your time, your expertise, and your life outside of work.

What Success Looks Like

Six months from now, your clients don't just see Grow Nearby as a vendor; they see YOU as an indispensable part of their success. You'll have a book of business that is stable, growing, and well-informed. You'll feel proud of the impact you're making on family-owned businesses across the country.