Customer Success Manager With Marketing Agency Experience

Medspa Patients; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A specialized marketing agency is seeking a Customer Success Manager who will own client relationships, particularly for med-spa clients investing heavily in advertising. The role demands proactive client management to ensure satisfaction and retention. Ideal candidates will have agency experience, particularly in marketing or advertising, and must thrive under pressure while solving client issues. The agency offers a fully remote work structure with flexible hours, aiming to grow rapidly with a focus on client success.

Benefits

Flexible schedule

Direct access to the founder

Commission for client retention

Qualifications

• 1+ years in agency client success with proven retention track record.
• Experience managing multiple clients while keeping churn low.
• Strong communication skills and ability to handle conflict gracefully.

Responsibilities

• Own client success for high-value med-spa clients.
• Identify at-risk clients and develop retention strategies.
• Upsell services based on client satisfaction and results.

Skills

Client relationship management

Conflict resolution

Solution-oriented mindset

Experience in marketing or advertising

Medical aesthetics knowledge

Job description

Customer Success Manager With Marketing Agency Experience

Medspa Patientsis a specialized marketing agency generating consistent patient flow for medical aesthetic practices across the US.

We manage $50K+ / month ad budgets for 30+ med spa clients, and we’re scaling aggressively toward clients.

We’re not a typical agency.

We work with high‑touch clients who invest serious money and expect serious results.

The Role (What You’ll Actually Be Doing)

You’ll own client success for ***** med‑spa clients spending $50K/month on advertising.

Your job is simple but not easy: keep clients happy, get results, prevent churn.

Day-to-day

• ***** client calls per week (mix of proactive check‑ins and reactive problem‑solving)
• Identify at‑risk clients early and fight to retain them with strategic solutions
• Upsell clients into expanded services or longer contracts when results are strong
• Handle client issues, complaints, and crises with empathy and solutions
• Propose new campaign ideas, strategic pivots, and optimizations to keep clients excited
• Be the buffer between clients and operations – you handle 95% of client communication

What makes this role different

• Retain even difficult clients with mediocre results – not just the easy wins
• Sell vision and possibility when campaigns are struggling
• Weekend responsiveness is required when clients are at risk (not 24/7, but you check in)
• Bring solutions to problems, not problems to your boss
• High autonomy, high accountability

Who You Are

• 1+ years in agency client success (marketing/advertising specifically, not SaaS)
• Proven retention track record– you’ve managed 20+ clients and kept churn under 10%
• Solution‑oriented mindset– research, think, propose, then elevate; not the reverse
• Energized by client relationships– you genuinely enjoy being the main point of contact
• Comfortable with conflict– clients get upset, budgets don’t always perform, you handle it with grace
• Medical aesthetics experience strongly preferred– understand the industry, client psychology, treatment economics
• Upbeat, positive, solution‑focused (not drained by client demands)
• Proactive, not reactive (spot problems before they become crises)
• High agency – own outcomes, don’t wait to be told what to do
• Resourceful – figure things out

What won’t work

• Need explicit direction for every decision
• View weekends as completely sacred (we respect boundaries, but at‑risk clients may need weekend attention)
• Bring problems without first exploring solutions

Compensation & Structure

• Base: $*****K (depending on experience)
• Commission structure:
  • Client retention: Bonus tied to keeping churn under 15%
  • Upsells: 10% of first‑month revenue on contract extensions or service additions
• OTE: $******K (realistic for strong performer)
• Fully remote
• Flexible schedule (as long as clients are covered)
• Direct impact on company growth (we’re scaling fast, and this role scales with us)

What Success Looks Like (90 Days)

• Churn: Under 15% quarterly
• Client satisfaction: Zero complaints about responsiveness or tone
• Proactivity: Every at‑risk client flagged with a retention plan before they churn
• Upsells: 2-3 contract extensions or service expansions
• Communication: All client messages handled within 4 business hours
• Autonomy: Bring solutions 80% of the time, problems 20%

How We’ll Work Together

You’ll work directly with me (founder).

I’m hands‑on, have high standards, and will coach you through tough situations early on.

But the goal is for you to own this completely within 60 days.

I’m looking for someone who

• Wants to build something, not just execute tasks
• Sees this as a career‑defining role, not a stepping stone
• Is excited by the challenge of high‑touch, high‑expectation clients
• Thrives on autonomy and ownership

I’m NOT looking for

• Someone who needs constant validation or hand‑holding
• Someone who views client success as "account management lite"
• Someone who’s risk‑averse and won’t fight for clients

Why This Role Might Be For You

• If you’re currently: Crushing it at a bigger agency but feeling like a cog
• Tired of bureaucracy and want to make real impact
• Confident you can own client relationships at scale
• Ready to be compensated directly for retention and growth

This could be your best move.

You’ll have total ownership, direct access to the founder, real upside from commission, and the satisfaction of knowing when clients succeed, it’s because of YOU.

To Apply

Instead, please answer these 3 questions in your application:

• What’s your client retention track record?
  (Give me specific numbers: how many clients, what % churn, over what period)
• Tell me about a time you retained a client who was about to churn.
  (What was the situation, what did you do, what was the outcome?)
• Why do you want THIS role specifically?
  (Not "why client success" – why THIS company, THIS structure, THIS challenge?)

Applications without these answers will be ignored.

Interview Process

• Application review (I read every one personally)
• 30‑min screening call (culture fit, disposition, basic qualifications)
• 60‑min role‑play interview (I’ll play a difficult client, you handle it – shows me how you think)
• Reference checks (I’ll talk to 2‑3 of your former clients or managers)

Offer

Timeline

• 2‑3 weeks start to finish for the right person.

Final Note

This role is not for everyone.

It’s high‑pressure, high‑autonomy, and requires someone who genuinely thrives in client‑facing work.

But if you’re that person – if you love the challenge of keeping clients happy even when things are hard, if you’re energized by solving problems, if you want real ownership and real upside – this could be the best role of your career.

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