Client Success Manager

Contact Information

Starting pay: $30 - $35 per hour, depending on experience

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Location: Temecula, CA (in-office, local candidates only)

Work arrangement: Hybrid. Four days per week in-office, one day per week work‑from‑home.

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, Social Media and organic on Instagram, Facebook, Tik Tok, Content coaching and creation, and performance reporting across hundreds of franchise locations for recognizable national franchise 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.

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 owners of a single unit to multi‑unit operators running a dozen or more, 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 to your pod, keep everything on 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.

You are not running the ads or making the creative yourself, but 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. If you have ever been the person clients ask for by name, this role is for you.

Success here is measured by client retention, client satisfaction, and how smoothly communication flows between our clients and our team.

• Own the client relationship. Be the primary point of contact for the franchisees you manage, from single‑unit owners to multi‑unit operators with a dozen or more locations, across a book of 50 to 75 accounts. Build real trust with the decision‑makers behind each one. Your focus is the franchisee relationship, not corporate or brand‑level accounts.
• Lead your pod. Direct the work for your accounts to your ad manager and your creative team member. Set clear priorities, hold timelines, and make sure the strategy you promise the client actually gets executed.
• Run recurring performance calls. Lead clear, organized client 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 and dashboards, 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. This is a recurring revenue business. 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…