Account Manager

Company Overview

It is a Toronto-based marketing agency that works exclusively with indoor golf simulator venues across North America. The agency runs Meta ads, Google ads, email and SMS, social media, content, and websites for 12+ indoor golf venues. The in-house delivery team includes a media buyer, video editors, a graphic designer, a website developer, a tech developer, and an email and SMS specialist.

Right now, the Co-Founder and COO handles every client message, every team brief, and every revision. That is the bottleneck, and this role is the fix.

Mission

Make sure every client feels looked after and every deliverable ships on time. You will own the client relationship and the day-to-day delivery machine so the founders can focus on growing the business.

• Reports to: Co-Founder and COO; Co-Founder and CRO
• Team you'll manage: Media Buyer, Video Editor, Graphic Designer, Website Developer, Tech Developer (tracking setup), Email and SMS Specialist

Responsibilities

Client Communication

• Own every client WhatsApp group and reply within 1 business day, every time. This is written into client contracts as a maximum, not a target.
• Reach out first with weekly check-ins and short reports so clients never have to chase the agency.
• Collect upcoming offers, events, and promos from clients, communicate them to the team, and keep everything organized.
• Chase client approvals and access within 48 hours, without being annoying about it.
• Keep clients satisfied and answer their general questions.

Team Dispatch and Delivery

• Turn client requests into clear briefs in ClickUp, each assigned to the right person with a due date.
• Send daily task lists to all team members on Discord.
• Relay revisions between clients and the team cleanly, in one bundle.
• Keep the Deliverables/Milestones calendar current for every client.
• Quality-check all work before it goes to the client, so nothing sloppy leaves the building.
• Make sure every project is completed on timeline.

Onboarding

• Run the new client handoff on the same day: client code, Notion record, ClickUp folder, Google Drive, Discord channel, and WhatsApp group.
• Get Meta, Google, Google Business Profile (GBP), website, and booking platform access sorted quickly.
• Book and prepare the strategy call. The goal is for the client to feel they made the right decision within 3 days.

Reporting and Retention

• Prepare each client's monthly report in plain language, as an easy-to-understand slideshow covering what happened, what worked, and the numbers that matter.
• Spot at-risk accounts early and flag them before they turn into cancellations.
• Pass upsell opportunities (email and SMS, automations, website management) to the Co-Founder and CRO.

Scope and Systems

• Hold the line on each client's Scope of Work. Out-of-scope requests get a written quote first.
• Log every major client change in Notion.
• Improve existing SOPs and build new ones as you find gaps.

First 90 Days
By day 90, client communication and team dispatch run through you, not the founders.

• By day 30 (Learn and take over): Know every account, its services, and its owner. Own all client WhatsApp threads. Every active client has its next 90 days of milestones in ClickUp.
• By day 60 (Run the machine): Send every monthly report on time. Run onboarding end to end for each new client. Miss zero 1-business-day replies.
• By day 90 (Make it better): The founders are fully out of day-to-day client communication. You have run your first full renewal cycle and fixed at least two gaps in the SOPs.

Requirements

Must Have

• 2+ years in account management or client success at a marketing agency or a similar fast-paced service business.
• Has handled 10+ accounts at once without dropping balls.
• Can explain Meta ads, Google ads, and email marketing in plain English to business owners who aren't tech-savvy.
• Writes briefs that a designer or editor can act on without a follow-up question.
• Skilled in project management tools, especially ClickUp.
• Fast, clear written communicator.
• Available during EST business hours.

Nice to Have

• Plays golf or knows the golf simulator world.
• Experience with GoHighLevel, Notion, or Meta Ads Manager.
• Background working with hospitality or local service business clients.

Who You Are
You're the organized one. You would rather message a client first than wait to be chased, and a missed deadline bugs you.

Not a fit if you need constant direction, wait for clients to reach out first, or see reporting as busywork.

Tools

You'll use one tool per job and be in all of them daily.

• WhatsApp: client communication
• ClickUp: tasks, deadlines, and the Milestones calendar
• Notion: client records, SOPs, and the Work Log
• Google Drive: files, creative, and reports
• Discord: internal team chat
• GoHighLevel: CRM, onboarding forms, and client email and SMS
• Fathom and Frame.io: call recordings and video approvals

Success Metrics

• 100% of client messages answered within 1 business day.
• Client approvals and access secured within 48 hours.
• New clients fully set up on the same day, with the strategy call booked and the client confident within 3 days.
• Every active client has 90 days of milestones in ClickUp by day 30.
• Every monthly report is delivered on time, every month.
• At-risk accounts are flagged early, and upsell opportunities are passed to the CRO.
• Out-of-scope work is always quoted in writing before it starts.
• The founders are fully out of day-to-day client communication by day 90, with at least two SOP gaps fixed.

Growth Path
This is an early hire. As the agency grows, the role grows into leading client success and the account team.

Position Description

• Working Hours: 8 hours, from 4 PM to 12 AM Beirut time (EST business hours)
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully remote, you can work from anywhere
• PTO (Paid Time Off): You may request time off anytime with advance notice
• Salary: 2,500$/month