Client Success Manager

Growing businesses don't hire us because everything is fine.

They hire us when they've hit the wall. When “working harder” stopped working and they realize something in how they operate has to change.

Business Flow Group is a boutique operations consultancy on a mission to help small business owners stop drowning in the day-to-day and get back to doing what they actually built their business to do. We're not a big firm with layers of bureaucracy slowing things down. We run lean, we move fast, and we show up for clients like the relationship depends on it.

Because it does.

In most companies, the Client Success Manager is viewed as a support role. Not here.

At BFG, our CSM is in the weeds with clients from day one, owning the experience from the moment they sign with us until the day they successfully offboard, and every single touchpoint in between.

This is not a "check-in and update the spreadsheet" role. You are the connective tissue between the CEO’s strategy work and the client's reality. You own new client onboarding, active relationship management, deliverable tracking, renewal conversations, and the moments that make a client feel genuinely seen, not just serviced.

A great day in this role looks like: agendas prepped, clients updated before they think to ask, deliverables on track, and the CEO walking into your weekly sync with all the info she needs to make good decisions and keep projects moving. You made that happen because you are two steps ahead of her.

• Full client onboarding from signed proposal to kickoff call, nothing drops in the handoff
• Day-to-day client communication between scheduled strategy sessions
• Weekly status updates to clients: wins, blockers, what's coming next
• Deliverable tracking in Asana, QA review before anything goes to a client
• Proactive scope creep flagging before it becomes a billing conversation
• Client health metrics: CSAT, NPS, retention, referrals, response time
• Monthly client health summary presented to Rebekah
• Renewal and expansion SOW prep when engagements are wrapping
• Surprise and delight moments that make clients feel seen, not processed
• Offboarding, exit surveys, testimonial requests, and alumni experience
• Pipeline management and coordination with BFG's admin team (Andrea)
• Support for client appreciation and referral events twice per year

This is not a dead-end role where you will be stuck in the back seat. It's a launchpad.

BFG is building toward a model where our clients are served by a team of associate and lead consultants who can deliver the same caliber of work the CEO delivers today. This role is designed to be the entry point into that consulting track for the right person, if they want it.

If you come in, own the client experience, learn how we think and how we work, and prove you can operate at this level, the path to Associate Consultant is a real one. You'll be learning the BFG methodology from the inside, sitting close to the strategy work, and building the operational fluency that makes someone a credible consultant.

We're not promising a timeline. We're promising an opportunity for the person who earns it.

• You have a minimum of 2+ years in a client-facing operations, account management, or client success role
• You're fluent in Asana or a comparable project management tool and know what clean, accurate tracking actually looks like
• You're comfortable in Google Workspace and Slack as your day-to-day operating environment
• You’re familiar with tools like Ignition, Go High Level, and Calendly
• You've worked inside a startup or small business and understand that founders think and operate differently than corporate managers
• You've juggled multiple client relationships simultaneously and nothing slipped
• You write emails that are warm, clear, timely, and professional, not robotic or vague
• You update before you're asked. Silence is not a status update.
• You ask clarifying questions early instead of going down the wrong path for two hours
• You embrace feedback as a gift, apply it, and move forward
• You thrive in ambiguity and figure things out without needing a detailed…