Client Success Manager

Company Overview

HVAC Launch is a fast-growing U.S. lead generation agency specializing in Meta advertising for HVAC contractors. Built within the founders' family-owned HVAC business, the company helps contractors generate leads and grow their businesses through proven advertising strategies. As a rapidly scaling startup, HVAC Launch is building a high-performing team focused on client results, long-term partnerships, and measurable growth.

Mission

The Client Success Manager (CSM) is responsible for minimizing client churn and maximizing customer lifetime value (LTV) through three core objectives: onboarding clients successfully, maintaining long-term relationships, and identifying opportunities to grow revenue through increased ad spend, renewals, and additional services.

Responsibilities

Client Onboarding: Ensure new clients complete onboarding forms, schedule and attend pre-launch calls, understand expectations, and feel confident in the partnership.
Account Management: Manage approximately 40 client accounts, serving as the primary point of contact and maintaining proactive, responsive communication.
Client Calls: Conduct onboarding calls of approximately 45 minutes and biweekly performance review calls of 15–30 minutes, averaging around 20 client meetings per week at full capacity.
Performance Updates: Send personalized weekly performance emails, communicate positive results and concerns, and proactively notify clients of issues or mistakes.
Performance Coaching: Review the ROI dashboard and explain key metrics, including ROI, cost per lead (CPL), and cost per appointment. Coach clients on improving lead follow-up, booking rates, and sales conversion using internal training materials, case studies, and SOPs.
Client Retention: Identify churn risks early, manage expectations, resolve complaints, handle difficult conversations, and rebuild client trust.
Revenue Growth: Identify opportunities to increase ad spend, secure renewals or quarterly plans, introduce additional services, and coordinate testimonials or case studies with satisfied clients.
Internal Reporting: Provide weekly green/yellow/red client health updates, document risks and follow-ups, maintain accurate client records, and participate in daily check-ins and team meetings.
Process Improvement: Coordinate with internal teams when needed and help improve client success workflows and SOPs as the business scales.

Experience and Skills

Previous experience in client success, account management, customer success, or a similar client-facing role.
Agency, digital marketing, paid advertising, or lead generation experience is highly preferred. A senior candidate with strong client ownership experience is ideal.
Excellent written and verbal English communication, presentation, relationship-building, and interpersonal skills.
Strong emotional intelligence and the ability to manage expectations, de-escalate frustrated clients, and maintain trust.
A hospitality-first, proactive approach with the confidence to coach clients, challenge assumptions constructively, and hold them accountable.
Understanding of Meta advertising and lead generation fundamentals, including ROI, CPL, cost per appointment, and conversion rates; expert media-buying skills are not required.
Commercial awareness and the ability to identify retention, renewal, upselling, and account-growth opportunities.
Excellent organization, time management, problem-solving, and follow-through across multiple client accounts.
Self-driven, adaptable, and comfortable building processes in a fast-paced startup with evolving systems.

What You Will Own

Client Portfolio & Calls: Manage approximately 40 clients, alternating between groups of 20 for biweekly check-in calls, averaging around 20 meetings per week. Each call lasts 15–30 minutes and uses the company’s ROI dashboard. New clients receive an approximately 45-minute onboarding call.
Client Communication: Send personalized performance updates and follow-up emails weekly or as required, with the final email frequency to be determined. Respond to client questions within the same business day, ideally within three hours, and proactively communicate performance concerns or issues.
Onboarding Presentations: Deliver onboarding calls using presentation decks automatically generated in Gamma from client onboarding form responses.
Client Health Reporting: Submit weekly green/yellow/red status updates for each client, highlighting performance, churn risks, concerns, and relevant developments. Use AI-generated meeting notes and the client database to maintain accurate records and track follow-ups.
Role Scope: Focus on client relationships, retention, performance communication, and revenue growth. Campaign execution, campaign project management, and backend technical work are handled by the internal team.

Technical Requirements

Reliable computer or laptop, stable high-speed internet, and a high-quality headset and microphone.
Professional video-call setup with a presentable background.
Comfortable using email, video conferencing, dashboards, forms, and client databases.
Familiarity with Notion, Gamma, or similar tools is an advantage; training on internal tools will be provided.

Working Conditions and Compensation

Schedule: Full-time, remote, Monday–Friday, 40 hours per week; 9 AM–5 PM Eastern Time (approximately 4 PM–12 AM Lebanon time, subject to daylight saving changes).
Compensation: $1,500 monthly base salary plus 6% of revenue under management (RUM)
Example: a CSM who handles 40 clients with an average of $2,500 in revenue each would be managing $100,000 a month in revenue, so 6% would be about $6,000 a month on top of the base. The upside depends on retaining clients and growing them.
Training: Hands-on training and shadowing during the initial 4–6 weeks, with flexible compensation arrangements during the ramp-up period.
Time off: Flexible, with approximately one week's advance notice and responsibilities completed or covered.
Reporting line: Chief Operating Officer (COO).