Client Success Manager

Client Success Manager Overview

The Client Success Manager is the face of 5th Element to our clients, and one of the most important roles in the company. You are not a support rep, and you are not an ad manager. You are the person our clients trust — you walk them through their numbers, field the hard questions, catch problems before they become churn, and make every client feel like they are our only client.

This is a high‑visibility, high‑trust role. You will own a portfolio of 50 to 75 franchisee accounts, from single‑unit owners to multi‑unit operators running a dozen or more locations, from onboarding through every renewal. You run recurring performance calls, translate campaign data into plain English, advocate for clients inside our team, and keep retention high.

You also lead your pod. Each pod pairs you with an ad manager who runs the media buying and a creative team member who produces the ads and content. You set the strategy, direct the work clearly, hold the timeline, and make sure what you promise the client actually gets executed. You are the bridge between the client and the people doing the work — the results and the relationship are yours to own.

When a client is happy, it is largely because of you. When a client is frustrated, you are the one who turns it around.

5th Element Media is a franchise‑focused marketing agency. We build and run the Franchise Lead Engine, a full‑service paid lead generation system for franchise brands and multi‑unit operators. We manage paid ads on Meta, Google, and Tik Tok, organic social, content coaching and creation, and performance reporting across hundreds of franchise locations for recognizable national brands in fitness, wellness, beauty, and lifestyle.

Our clients pay us every month because we deliver leads that turn into tours, bookings, members, and revenue. That means relationships are everything. We are a tight, high‑output team that cares about results and treats clients like partners, not ticket numbers.

• Own the client relationship. Be the primary point of contact for the franchisees you manage, across a book of 50 to 75 accounts, and build real trust with the decision‑makers behind each one.
• Lead your pod. Direct the work for your accounts to your ad manager and creative team member, set clear priorities, hold timelines, and make sure the strategy you promise actually gets executed.
• Run recurring performance calls. Walk clients through cost per lead, lead volume, tour and conversion trends, and exactly what the team is doing to improve them.
• Turn data into a story. Pull insights from our reporting tools, then explain what the numbers mean and what happens next. No jargon dumps — clients should leave every call knowing more than when they joined.
• Drive retention. Spot at‑risk accounts early, address concerns before they escalate, and keep clients renewing month after month.
• Be the bridge. Translate client needs into clear direction for your pod, relay feedback in Asana and Slack, and follow up so nothing slips through the cracks.
• Lead onboarding. Take new clients through a smooth first 30 to 60 days so they understand exactly what we do and feel confident fast.
• Handle the hard conversations. Performance dips, expectation resets, scope questions — stay calm, honest, and focused on solutions.
• Keep the system tight. Document calls, log action items, and maintain accurate client records and pipeline notes in Asana and Go High Level .

• You stay calm under pressure and you genuinely like people.
• You can read a performance report and explain it to a busy franchise owner in two sentences.
• You follow up before anyone has to ask.
• You take ownership of outcomes instead of pointing at other teams.
• You write and speak clearly, professionally, and like a real person.

• Emotional intelligence. You read the room, manage your own reactions, and navigate other people’s emotions well.
• Empathy. A client‑first mindset and an understanding of the pressure franchise owners are under.
• Exceptional communication. Clear, concise, professional writing and speaking.
• Adaptability. Comfort with shifting priorities in a…