Client Success Manager

Client Success Manager (Contractor Partner)

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), also known as a Contractor Partner (CP), 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.

Requirements

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.

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), with actual earnings dependent on the assigned portfolio and performance.
• 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).