Customer Success Manager

Client Success Manager [REMOTE]

Looking for a lucrative career where you can work your relationship-building and problem-solving skills whilst supporting small businesses?

Join our team at AT Media Partners and make a difference in the world of Home Improvement Trades!

As a Client Success Manager, you'll have the opportunity to help small businesses grow and inspire homeowners to transform their properties through the power of digital marketing.

The better our clients do and the longer they stay, the more money you can make!

You'll be working with Pool Builders, Decking Contractors, Renovation Specialists, Epoxy Flooring Companies, Concrete Contractors, Painters, Retaining Wall Builders, and Hardscaping Professionals to acquire more high-quality leads through paid advertising on platforms like Facebook, Instagram, TikTok, and YouTube.

Previous experience working as a CSM in an agency is a huge bonus.

As the main point of contact and success coach for our clients, you'll be instrumental in helping our trades clients grow their business.

Plus, we offer monthly bonuses for retaining clients, generating referrals, upselling clients into other products and services, and more.

We're looking for someone who has a passion for digital marketing and a combination of proactive communication, great relationship-building skills, and impressive problem-solving skills.

If you're excited about the idea of helping home improvement trades thrive and making a positive impact in the construction industry, this role is perfect for you.

As a Client Success Manager at AT Media Partners, you'll receive training on our proven process for turning homeowners into loyal clients and be a key member of our conversion-based digital marketing agency.

You'll be the main point of contact for clients and our fulfilment team, managing roughly 30-40 clients for a full-time workload.

Key Responsibilities:

• Main point of contact for all client communications and relationship building

• Conduct onboarding calls for new trades and bi-weekly check-ins with existing clients

• Respond to client questions within 24 hours and teach them our tech stack

• Manage crisis situations and keep frustrated clients calm while finding solutions

• Coach clients through challenges using our proven strategies

• Bridge communication between delivery team and clients for seamless service

• Coordinate internal projects and prioritize tasks across teams

• Analyze campaign data to develop strategic recommendations

• Execute upsell and retention strategies to grow client accounts

Must-Have Requirements:

• Willing to master our systems and teach them to clients

• Account management experience OR construction/home improvement industry background

• Excited to role play and practice sales techniques

• Digital marketing inclination or experience preferred

• Comfortable communicating with international clients

• Confident making quick decisions and pushing back on client ideas when needed

• Excellent written and verbal English

• Someone we'd enjoy grabbing coffee or drinks with

Management Style

Collaborative, supportive, and empowering. Expectations are high but they're always fair and balanced with the understanding, guidance, resources, and support necessary to achieve them.

Team members are encouraged to innovate on their roles, share ideas and feedback even if it's 'out of their lane' and seek clarity when needed.

This is a 100% remote and full-time position.

Whilst you can do this wherever you are, we do require an 8-hour overlap with the AEST Time Zone [9

AM to 5 PM AEST Sydney/Melbourne Time].

Compensation Structure

Base salary of $50k - $60k AUD plus performance bonuses tied to real results - client retention, upsells, and referrals.

High performers consistently earn $75k - $90k AUD total package through:

• Client retention bonuses

• Upsell commissions (10% of upsell value)

• Referral bonuses ($200 per closed referral)

• Quarterly performance bonuses

Your effort directly impacts your pay packet.

Finally, here are the KPI expectations:

• Sub 8% churn rate with the clients you manage

• 2 Upsells per month

• 2 Referrals

• 2 Testimonials / Reviews

• Launching new clients in 7 days or less

If you're excited by this opportunity to help home improvement trades grow through Digital Marketing, make an impact in their life, and work with an entire team driven by the same purpose - fill the link out directly below to apply.

Applications will ONLY be considered if applied through the Jotform link:

https://form.jotform.com/253179013055856