Customer Success Manager

Reports to: Client Success Director · Hours: Mon–Fri 8am–5pm CST | $4500 - $5000 monthly

About us

Plumber Marketing USA is a digital marketing agency built specifically for plumbers, HVAC contractors, and electricians across the United States. We don't do generalist marketing. We go deep on home services, and our clients see it in their results. Our team is remote, high-performing, and built on a culture of ownership and excellence.

About the role

This is a client-facing relationship role. You'll own a portfolio of home services clients, serving as their primary point of contact for performance updates, strategy, and day-to-day communication. You report to the Client Success Director and work alongside our SEO, Ads, and Web teams — but the client relationship is yours.

We're not looking for someone to just send reports and check boxes. We want someone who genuinely cares about client outcomes, communicates with clarity and confidence, and knows how to turn a dissatisfied client into a loyal one.

Core responsibilities

• Own the client relationship for a named portfolio of home services accounts — serve as their primary point of contact for performance, strategy, and communication
• Conduct monthly client meetings via Zoom, walking through reports with clear insights on spend, cost per lead, projected ROI, and strategic recommendations
• Manage and analyze SEO, PPC, and LSA performance data across Agency Analytics, WhatConverts, and Google/Bing Ads dashboards
• Develop quarterly strategies for each account to drive retention and growth
• Proactively create and follow up on internal support tickets with SEO, Ads, and Web teams to resolve client issues without delay
• Respond to client messages within 3 business hours; return calls at the first available opportunity
• Log all client interactions accurately in CRM and maintain current status on all accounts
• Send Loom video recaps when a live meeting isn't possible; make at least three follow-up attempts before escalating
• Review and manage the shared support inbox three times daily; submit end-of-day recaps and close or escalate open tasks

Required qualifications

• 2+ years in a client-facing account management or customer success role, preferably at a digital marketing agency
• Comfortable presenting data and strategy on Zoom calls with business owners
• Solid understanding of core digital marketing concepts — SEO, PPC, LSA, ROI, and lead generation
• Proficient in Google Docs and Google Sheets; able to navigate reporting platforms like Agency Analytics or similar
• Strong written and verbal communication — able to simplify complex topics without losing accuracy
• Highly organized with strong attention to detail and consistent follow-through
• Available and focused Monday through Friday, 8am–5pm CST

Preferred qualifications

• Experience working with home services clients (plumbing, HVAC, electrical)
• Familiarity with Go High Level, WhatConverts, or Agency Analytics
• Experience using Loom for async client communication
• Working knowledge of Google Ads or Bing Ads dashboards (you don't run the campaigns, but you need to read the data)

Who will thrive here

Our best people take ownership without being told to, hold themselves to a higher standard than anyone asks of them, and treat client results like they're personally on the line. They follow up before being asked, communicate problems early, and never confuse being busy with getting results.

If you need close supervision, struggle with ambiguity, or measure your day by tasks checked off rather than client outcomes, this role will frustrate you — and that's okay. We'd rather be straight with you upfront.

Performance expectations

• 97% quarterly client retention rate
• Monthly meetings or Loom recaps with at least 75% of your portfolio
• Client response time within 3 business hours
• High Net Promoter Score across your accounts

Compensation and benefits

• Competitive salary based on experience
• Paid US holidays and vacation
• Performance bonuses
• Room to grow — we promote from within
• Fully remote, work from home
• Health benefits