OPERATIONS AND CLIENT SUCCESS MANAGER

1. Client Communication & Retention

• Manage day-to-day communication across multiple client accounts.

• Respond to client queries, schedule meetings, and provide regular progress updates.

• Gather client feedback, resolve concerns, and proactively address issues that could affect client satisfaction or retention.

• Build strong, long-term client relationships.

• Identify opportunities for account expansion, additional services, and upselling.

• Coordinate with internal teams to ensure client expectations are met.

2. Project Management & Delivery

• Coordinate onboarding, campaigns, projects, and ongoing client deliverables.

• Manage and review tasks, deadlines, and project progress using Asana.

• Follow up with team members to ensure timely and accurate task completion.

• Identify operational bottlenecks, clarify responsibilities, and drive issues toward resolution.

• Keep clients and internal teams aligned on priorities, timelines, and next steps.

• Improve workflows to increase efficiency, productivity, and delivery quality.

3. Operations & Administration

• Track client payments and follow up on overdue invoices.

• Maintain accurate commission records and coordinate confirmations and collections.

• Gather and organize information required for payroll coordination.

• Maintain organized records of client accounts, system access, logins, and operational documentation.

• Support the founder with daily operational priorities and administrative coordination.

• Develop and maintain processes that improve consistency and accountability.

4. Team Coordination & Accountability

• Monitor agreed working hours, team availability, and required activity reports.

• Follow up on missed deadlines, incomplete tasks, and unfulfilled commitments.

• Ensure team members understand their responsibilities and priorities.

• Maintain clear communication across teams and escalate issues when necessary.

• Encourage ownership, accountability, and consistent performance.

• Identify opportunities to improve team productivity and operational processes.

5. Revenue Growth & Business Support

• Support client retention and identify potential risks to recurring revenue.

• Coordinate upselling opportunities and additional service requirements.

• Help maintain visibility into client account status, outstanding payments, and revenue-related activities.

• Work with the founder to improve operational performance and client experience.

• Support the development of scalable systems and processes as the business grows.

• Proven experience in operations management, client success, account management, project coordination, or agency management.

• Excellent written and verbal communication skills.

• Strong organizational and time-management abilities.

• Experience managing multiple clients, projects, or workstreams simultaneously.

• Ability to follow up on deadlines, monitor task completion, and hold team members accountable.

• Confidence in handling client concerns, payment follow-ups, and difficult conversations professionally.

• Strong problem-solving skills and the ability to resolve operational issues independently.

• Commercial awareness, including an understanding of client retention, revenue growth, and account expansion.

• High attention to detail when maintaining records, tracking payments, and coordinating administrative processes.

• Proactive working style with the ability to take ownership without constant supervision.

• Comfortable working remotely and collaborating directly with company leadership.

• Experience working in a digital marketing agency, AI agency, lead generation company, or client services business.

• Familiarity with GoHighLevel (GHL).

• Experience using Asana or other project management tools.

• Understanding of Meta Ads and digital advertising campaigns.

• Knowledge of lead generation systems, sales funnels, and appointment-booking workflows.

• Exposure to AI calling systems, automated follow-ups, CRM workflows, and customer acquisition tools.

• Experience coordinating client onboarding and service delivery.

• Previous involvement in client upselling, renewals, retention strategies, or revenue expansion.

• Experience working with international clients and distributed remote teams.

• Familiarity with commission tracking, payment collection, and operational reporting.

• Meaningful ownership: Take responsibility for a key part of the business and contribute to operational improvements.

• Growth potential: Opportunities to increase earnings and responsibilities based on demonstrated performance and business contribution.

• Direct founder collaboration: Work closely with leadership and contribute ideas that influence business decisions.

• Exposure to AI and marketing: Gain practical experience with AI calling, lead generation, automated follow-ups, and appointment-booking systems.

• Remote flexibility: Work with an international team, with opportunities open to candidates regardless of location.

• Long-term career development: Build toward broader operational and leadership responsibilities as the business scales.