Client Success Manager

Good Agency is a Story Brand-certified marketing and growth consultancy based in the Texas Hill Country. Our mission is simple: we impact the world for good.

We partner with founder-led, service-based companies doing $1M to $100M a year, most of them in Texas. We bring CMO-level strategy tied to revenue goals, clear Story Brand messaging, and integrated sales and marketing systems. Our sister company, Good Studios, handles film and video. We run on EOS and give our time and talent to nonprofits that fight human trafficking. Our promise to every client is the same: "We promise we won't screw you over."

Our clients expect fast answers, and they want to know a real person owns their account. As we grow, client care can't depend on leadership stepping in. This role makes sure every client, from our smallest account to our largest, feels known and taken care of.

As our Client Success Manager, you're the main point of contact for every client, and you own our client success department.

• Relationships. Check in with every account every week. Run client calls, and bring in the right expert (strategy, SEO, development or video) when a question needs one.
• Onboarding. Lead the kickoff and first 90 days for every new client, so they start with clear expectations.
• Clear direction. Ask the right questions up front, and turn every client request into clear direction for our team.
• Final review. Be the last set of eyes on blogs, monthly reports and website copy before a client sees them. You make sure it sounds like them and fits the plan.
• Client health. Walk clients through their monthly results, spot at-risk accounts early, and bring a plan for each one.

• Our Fractional Revenue Executives own strategy. You'll route strategy questions to them.
• Our project manager handles website and support requests, so you can focus on relationships.
• AI tools handle the busywork: sorting client email, drafting replies and reports, and tracking account health. You review everything before it goes out, and you don't need to build any of it.
• One of our senior strategists will coach you through your first months, and we'll teach you the marketing language.

• Days 1 to 30:
  Learn every account and meet every client.
• Days 31 to 60:
  Run every client call and weekly check-in. Lead your first kickoff and your first round of monthly report walkthroughs.
• Days 61 to 90:
  Own the department. Bring the at-risk list to our weekly leadership meeting, and hit your scorecard numbers four weeks in a row.

• Every client email gets a reply from a person within four business hours.
• Every account gets a check-in every week.
• Every monthly report is reviewed and walked through with the client.
• Zero accounts are lost because of service.
• Every at-risk account has a plan within a week.

• You have an ear for what's off. You read between the lines of an email and can tell when something doesn't sound like the client.
• You follow through. You follow up until it's done, without being chased.
• You care about people, and they can tell. You're warm and confident, not arrogant.
• You write clearly and warmly. Your emails make people's day easier.
• You're comfortable with AI tools and use them in your daily work.
• You speak marketing, or you're eager to learn it.

• 2+ years in a role where you owned customer or client relationships, such as client success, account management, client services, banking, hospitality or project coordination
• Experience writing or editing things customers read, like emails, reports or web content
• Nice to have: agency or marketing experience, Hub Spot or Go High Level , Story Brand, or time on a team that runs on EOS

• Hospitable. Every client and teammate is treated with professionalism, respect and care, like a guest in our home.
• Humble. You own mistakes quickly and give the team the credit.
• Hustle. You take ownership and keep work moving.

• Full-time, business hours Central Time
• In-person, based near San Marcos, TX, with in-person client visits, studio days and podcast recordings
• Benefits:
  Medical, Dental, Vision, Life, Short-term disability, Long-term disability, Paid Vacation, Paid Sick/Personal Days, Paid Volunteer Time Off

Good Agency is an equal opportunity employer.