Client Success Strategist Remote

Relentless Digital is hiring a Client Success Strategist to own client relationships and drive measurable business growth.

This is not a task-based account manager role. You are responsible for guiding strategy, leading client conversations, and ensuring your clients see consistent progress and value from their marketing.

We work exclusively with home service businesses across the U.S. Your role is to help them grow through strong marketing strategy, clear communication, and operational insight.

Compensation: Starting salary $60,000 to $70,000 with additional earning potential

What You Own:

You will manage a portfolio of 25 to 35 clients and take full ownership of their experience, performance, and retention after onboarding is complete.

Your responsibility is simple: help clients grow and ensure they stay because they see clear value.

Core responsibilities:
• Own client relationships post onboarding through retention and growth
• Lead all client communication, including weekly touchpoints and monthly strategy calls
• Analyze performance across SEO and marketing efforts to identify opportunities
• Deliver reporting that connects marketing performance to business outcomes
• Provide proactive recommendations to improve lead flow, conversion, and growth
• Identify operational gaps and guide clients on improvements such as follow-up, speed to lead, and lead handling
• Ensure internal teams are aligned and executing on the client strategy
• Maintain accurate communication, updates, and activity in CRM and project tools
• Manage your portfolio without things slipping through

What Success Looks Like:
• You are successful in this role if:
• Clients stay engaged, trust your guidance, and continue long-term
• You lead conversations with confidence and direction
• You bring ideas before clients ask
• You identify issues early and take ownership of solving them
• Your accounts are organized, current, and well-managed
• You consistently move clients forward, not just maintain

How You Will Be Measured:

This role is not measured by the number of tasks completed. It is measured by the performance and health of your client portfolio.

You will be evaluated monthly and quarterly based on:
• Client Retention: 97% or higher
• Net Revenue Retention (NRR): 100% or higher
• Red Zone Clients: 15% or less of your book
• Client Expansions: 2 to 3 per quarter
• NPS Score: 4.0 or higher
• Strategy Call Completion: 85% or higher monthly
• Response Time: Under 6 business hours

These metrics reflect what actually matters: retention, growth, client trust, and proactive management.

How You Will Operate:
• Maintain consistent weekly communication with every client
• Lead structured monthly reporting and strategy calls
• Complete monthly scorecards and performance reviews on time
• Manage a full workload in a fast-paced environment
• Prioritize effectively across multiple clients and conversations
• Stay current on SEO, digital marketing, and industry trends

What You Bring:
• 2 to 4 years managing multiple client accounts at once
• 2 to 4 years of digital marketing experience with a strong understanding of SEO
• Experience working remotely with strong personal accountability
• Clear and confident communication skills
• Strong organization and time management habits
• Ability to manage priorities and stay on top of a high volume of work
• Experience using CRM and project management tools

Ideal Background:
• Experience in a digital marketing agency
• Comfortable managing 25 or more clients at once
• Strong understanding of Local SEO, Website SEO, PPC, and Local Services Ads
• Familiarity with AI tools such as ChatGPT, Claude, or similar
• Experience in the home service industry marketing is preferred
• Familiar with tools like Slack, Google Workspace, ClickUp, and HubSpot

How You Work:
• You take initiative and own outcomes
• You communicate clearly with both clients and internal team members
• You ask questions when needed, but take the initiative to find answers first
• You know when to work independently and when to collaborate
• You are comfortable having direct, honest conversations
• You stay organized even when things get busy
• You care about doing quality work and improving over time

This Role Is Not a Fit If:
• You prefer being told what to do instead of owning outcomes
• You struggle with managing multiple clients and priorities
• You avoid direct conversations with clients or teammates
• You rely on others to stay organized or follow through
• You are looking for a slower-paced or task-only role

Our Culture:

We take our work seriously, but not ourselves.

We operate as a team. We collaborate, share ideas, and support each other across the entire department. No one works in a silo. We take ownership not just of our roles, but also of the team's success.

We also keep things real. We work with contractors, so we communicate like real people. You will see t-shirts on calls, not suits and scripts.

We have team events, regular collaboration, and yearly get-togethers where we align on vision, build relationships, and spend time together outside the day-to-day.

We expect high performance and accountability, but we also value having fun and building a team that people enjoy being part of.

About Relentless Digital:

We are a growth-focused agency serving home service businesses in the HVAC, plumbing, and electrical industries.

Our team is built around accountability, continuous improvement, and delivering real results.

Our core values:
• Be Relentless
• Lead With Integrity
• Make It Happen
• Make An Impact
• Bold Yet Humble

Requirements
• Employment Type: Full-time
• Work Hours: 40 to 45 hours work
• Required Education: High school or equivalent
• Required Experience: Experienced(3) years

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