Customer Success Manager

AlignFlow Ltd is hiring a remote, full-time Client Success Manager to be the main point of contact and success coach for 40–50 chiropractic clinic clients. This is a digital marketing role, not a medical one.

AlignFlow helps chiropractic clinics acquire more patients through paid advertising on Facebook, Instagram, TikTok and YouTube, backed by a lead follow-up team that gets more people through the door. The CSM sits between clients and the fulfilment team, keeping clients on our proven process and helping them grow.

The better clients do and the longer they stay, the more you earn: monthly bonuses reward retention, referrals, upsells and more. Previous experience in the medical field is a big advantage. You’ll receive full training on our systems and processes.

• Serve as the main point of contact for client communications and quickly build relationships
• Run onboarding calls with new clients to get them acquainted with our process and gather information for the fulfilment team
• Run check-in calls every 2 weeks with existing clients to ensure they’re using our systems correctly, and pass strategy changes to the team
• Respond to all client questions within a day, clearly and concisely
• Learn our tech stack well enough to teach clients how to use it — a basic understanding of how and why things work, not rocket science
• Problem-solve and manage crisis situations: keep the temperature low with annoyed clients and find win-win solutions
• Coach clients through tough situations using the tactics and strategies we emphasise
• Act as the liaison between our delivery team and clients on industry insights, campaign analysis, best practices and strategic recommendations
• Help internal teams coordinate and prioritise projects and tasks through our internal tools and systems
• Review campaign data, spot trends and insights, and turn them into strategic recommendations
• Implement upsell and retention strategies, encouraging clients to take up other products and services that would benefit them

• Willing to be trained on all our systems and processes, and able to teach clients what you’ve learned
• Previous experience in an Account Management role, or in the hospitality or service industry
• Ready, willing and excited to role-play and practise communication and sales techniques to sell clients on an idea, strategy, concept or new initiative
• An inclination towards digital marketing, or experience in the industry
• Comfortable speaking and listening to people from all over the world
• Confident making decisions on the fly, and giving clients advice or pushing back on their ideas
• Excellent written and verbal English
• Fun to be around over coffee or cocktails outside of work (or tea, if that’s your thing)

Collaborative, supportive and empowering. Expectations are high, but they’re always fair and balanced with the understanding, guidance, resources and support needed to meet 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 they need it.

Job type

Full-time, permanent

Location

100% remote

Hours

10am - 6pm GMT

Compensation

Base salary + bonuses

On-track earnings

£36k – £72k GBP

Bonuses

Monthly, for client retention, referrals, upsells and more

KPI

Target

Churn rate across the clients you manage

Under 7%

Upsells

2 per month

Referrals

2 per month

Testimonials / reviews

2 per month

New client launch time

7 days or less

If you’re excited by the chance to help business owners grow through digital marketing, make an impact in their lives, and work with a team driven by the same purpose, we’d love to hear from you.