Customer Success Manager

Overview

Become a Key Player at Paul Gough Media as a Customer Success Manager! At Paul Gough Media, we’re on a mission to help private physical therapy clinics around the world grow, thrive, and deliver better care. Our innovative CRM, powerful marketing systems, and expert team are behind the success of hundreds of clinics worldwide. We’re looking for an enthusiastic Customer Success Manager to join our growing team and ensure that our clients experience seamless, impactful onboarding, and continued success long after their launch.

• Onboard New Clients Like a Pro:
  Lead welcoming, high-energy Zoom sessions and help clients quickly get familiar with our CRM and marketing tools. Set them up for early wins from the start.
• Build Lasting Relationships:
  Proactively check in with clients to ensure they’re happy, engaged, and maximizing the value of our offerings. Be their trusted advisor, offering solutions when challenges arise and celebrating successes.
• Ensure Smooth Launches & Ongoing Support:
  Guide clients through the onboarding process, ensuring their website is live, lead capture systems are integrated, and content is activated. Pay attention to detail and act as a problem-solver when needed.
• Drive Client Success:
  Help clients hit growth goals by leveraging our systems to generate leads, convert patients, and grow their practice.
• Collaborate Across Teams:
  Work closely with sales and marketing to share success stories, identify opportunities for improvement, and shape the future of client success initiatives.

You’re passionate about helping others succeed and thrive. You enjoy problem-solving, building relationships, and guiding clients through the complex world of technology and marketing. Here’s what makes you stand out:

• Experience with Customer Success: 2-4 years in customer success, onboarding, or account management (SaaS or agency experience a plus).
• Strong Communication Skills:
  Clear, confident, and friendly communication via Zoom, Slack, or email.
• Detail-Oriented:
  You ensure accuracy and follow through on contracts and workflows.
• Proactive & Organized:
  You can manage multiple clients, deadlines, and priorities with a solid organizational system.
• Tech-Savvy & Client-Focused:
  Comfortable with Google Workspace, project management tools (Monday/Asana/Trello), and basic CRM functions; you enjoy helping clients use technology to solve problems and achieve goals.

We invest in our team and set you up for growth. Here’s how we’ll help you succeed:

• In-Depth Training: A comprehensive 30-day onboarding with product training, playbooks, and shadowing opportunities.
• Ongoing Mentorship:
  Weekly coaching with our Head of Client Success, with a clear path for career growth (e.g., Senior CSM or Team Lead).
• Real-Time Feedback:
  Continuous feedback to help you refine your approach and see the impact on both the team and clients.

• Collaborative Environment: A tight-knit, passionate team that supports each other and celebrates wins.
• Career Growth: A fast-growing company with opportunities to grow within your role and take on new challenges.

• Location:
  
  Celebration, Florida (In-office, Full-time)
• Hours:
  
  Monday – Friday, 9:00 AM – 5:30 PM
• Compensation: $50,000 - $55,000 (based on experience)

If you’re ready to make an impact in a dynamic, fast-growing company and help clients succeed, we’d love to hear from you. Apply today to join the Paul Gough Media team!