Head of Client Success

Fulfillment Department · Bambiz — Marketing for Elder Law & Estate Planning

We're looking for a strategic, people-first leader to head up our Fulfillment Department and own the client experience for every Bambiz client. As Head of Client Success, you'll build the systems, coach the team, and set the standards that drive retention, operational excellence, and scalable growth. This role requires strong leadership instincts, sharp operational thinking, and a genuine passion for client outcomes.

Who We Are

Bambiz is a Florida-based digital marketing agency with a close-knit team split between the U.S. and Latin America. We pride ourselves on being one of the best places to work. Our team of 10 helps Elder Law and Estate Planning Attorneys across the U.S. attract quality clients through effective digital marketing strategies.

We have big goals: we plan to grow 2.5x in the next 3 years. We're seeking a motivated, ambitious individual who wants to advance their career and grow with us.

Our Core Values

Accuracy · Family & Balance · Creativity · Dependability · Adaptability · Authenticity · Kindness

Compensation

• Base salary: $90,000–$100,000, commensurate with experience.
• Profit-sharing program — participation in Bambiz's company-wide profit-sharing plan, distributed quarterly, tied to overall company performance.
• Equity/ownership opportunity — with a vesting schedule to be outlined at offer stage, distributed annually based on both company and department performance, giving you a real stake in Bambiz's growth toward 2.5x over the next 3 years.
• Compensation review at 6 and 12 months, with base salary adjustments tied to department retention, churn, and client satisfaction performance.
• Additional benefits: paid time off, paid holidays, 401(k) with matching.

Position Responsibilities

• Lead the Fulfillment Department across all client service tiers, overseeing Account Managers and Project Managers.
• Coach and develop your direct reports, driving ownership, accountability, and strategic thinking through regular 1:1s, team meetings, and performance conversations.
• Own department retention goals, proactively identifying trends impacting client health and churn.
• Build and maintain the Client Success Operating System, including client health tracking, value reinforcement strategies, and proactive communication standards.
• Serve as the escalation point for high-risk client situations, including cancellations, downgrades, and retention concerns, providing coaching so Account Managers can operate independently whenever possible.
• Build and maintain scalable systems, SOPs, and playbooks that create consistency across the Fulfillment Department.
• Evaluate and improve department workflows, partnering with Project Management to catch bottlenecks and capacity concerns before they impact clients.
• Analyze retention, engagement, and service trends to make recommendations that improve client outcomes.
• Partner cross-functionally with Sales, Marketing, and Leadership to ensure alignment between client expectations and fulfillment capabilities.
• Identify opportunities for service expansion and innovation that strengthen Bambiz's competitive positioning.

Requirements

• 3+ years of experience in a client success, account management, or operations leadership role, ideally within an agency or service-based business.
• Proven experience managing and developing a team, with strong coaching and people-leadership skills.
• Strong analytical skills, with the ability to identify trends in client health and retention data and turn them into action plans.
• Experience building or improving SOPs, playbooks, and operational systems at scale.
• Excellent communication skills, with the ability to navigate high-stakes client escalations calmly and strategically.
• Ability to balance big-picture strategy with hands-on execution, and to work collaboratively with a remote team while operating independently.

Systems We Use

GoHighLevel · Nifty Project Management · Notion (SOPs) · Slack · Fathom · Google Sheets

You're the Perfect Fit If…

• You get genuine satisfaction from watching a struggling account turn around — and you don't wait for a client to churn to figure out why they were unhappy.
• You'd rather build a system once than solve the same problem five times.
• You can sit across from an angry client and stay calm, clear, and solutions-focused — and you know when to bring in leadership versus handle it yourself.
• You think coaching is part of the job, not a distraction from it. You want your team to outgrow needing you.
• You're comfortable holding two things at once: the day-to-day fires and the 6-month strategic picture.
• You believe "we've always done it this way" is a red flag, not a reason.
• You want ownership over a real piece of the business — not just a seat at the table.

Hours

9:00am – 5:00pm EST, Monday to Friday.

Benefits

Paid time off, paid holidays, a 401k with matching, and profit sharing bonuses. As our company grows and evolves, you may become eligible for additional benefits as they are introduced.

Building Firms That Build Legacies

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