Job Title: Head of Client Success
(Psst... Read this whole thing. Seriously. This isn&apost what you think it is.)
We&aposre Not Hiring an Account Manager. We&aposre Hiring a Leader to Build an Empire.
Let me guess. You&aposve mastered the Account Manager role. But you&aposre tired of the ceiling. You&aposre worn out by:
- Being the best person on your team but having nowhere to go.
- Knowing how to fix the broken processes, but having no authority to change them.
- Dealing with nightmare clients that your agency refuses to fire.
- Mentoring junior staff for free because your boss won&apost.
- Building someone else&aposs dream when you know you&aposre ready to build your own.
If you feel this in your bones, stop scrolling. We&aposre not offering you a new job. We&aposre offering you a way to build something you can get equity of one day.
Who Are We A Results-Obsessed Agency That Puts Money Where Our Mouth Is.
My name&aposs Jim Ng.
I started this agency from scratch, and in just a year, we&aposve blown up helping over 50 businesses get real, tangible results. We&aposre not about fluff; we&aposre about numbers that matter.
Our delivery is tight, but our client-facing strategy needs a leader.
A 'Digital Warrior King or Queen' to take the helm.
Someone who won&apost just manage accounts, but will build the entire Client Success function from the ground up.
So, What&aposs the Gig This is a 'Player-Coach' Role on Steroids.
Let&aposs be brutally honest.
This role is a pressure cooker.
We&aposre looking for the person who will define what 'success' means for our clients and build the systems to deliver it, every single time.
Initially, you&aposll be in the trenches, managing our most strategic accounts yourself.
You&aposll learn our business from the inside out.
But simultaneously, you&aposll be the architect, designing the playbooks, the processes, and the team structure that will scale with our explosive growth.
You won&apost be given an extremely top-tier team to manage on day one.
You will build one.
You won&apost be given a playbook.
You will write it.
We believe in radical ownership.
Your first instinct when faced with a challenge should be to create a system to solve it forever.
This is about forging a leader who can build a high-performance department, not just manage one.
What You&aposll Actually Be Doing (The Architect&aposs Blueprint):
- Own the Entire Client Lifecycle: From a world-class onboarding that inspires total confidence to strategic reviews that prove our value, you will design and own every client touchpoint. Your goal: make clients feel like we are an indispensable part of their team.
- Be the Ultimate Owner of Client Results: You are the last line of defense. When a campaign is struggling, you&aposre not a messenger; you&aposre the strategist who dives in with the technical team to diagnose the problem and present a solution to the client.
- Build the Client Success Playbook: You will document everything. You&aposll create the standard operating procedures (SOPs) for reporting, client communication, strategic upsells, and handling difficult conversations. This playbook will become the foundation for your future team.
- Lead, Mentor, and Hire the Team: As we grow, you will be responsible for hiring, training, and managing our team of Account Managers. You will turn talented individuals into A-players who live and breathe our results-first ethos.
- Drive Net Revenue Retention: You are responsible for the health of our client portfolio. Your success will be measured by client retention, churn reduction, and your ability to strategically identify and close expansion revenue opportunities (upsells and cross-sells).
Is This You (The Leader&aposs Code):
- You have 3-5+ years of experience in the agency trenches and have mastered the Account Manager role. You&aposre ready for the next step.
- You are a system-builder. You don&apost just solve problems; you create processes to ensure they never happen again.
- You speak the language of SEO, Google Ads, and Facebook Ads fluently enough to lead strategic discussions and challenge our technical teams.
- You have natural leadership qualities. You&aposve mentored junior team members (formally or informally) and you thrive on seeing others succeed.
- You are commercially minded. You understand how client retention and expansion drive agency profitability.
- You lean into tough conversations. You can tell a client their idea is wrong and explain why in a way that builds trust, not breaks it.
- You are radically resilient. A lost client doesn&apost break you; it fuels you to analyze every mistake and fortify the system.
The Good Stuff & The Real Pay-Off (Why The Grind Is Worth It):
- We Don&apost Do Lowball Offers: This is a leadership role with leadership pay. We want the best, and we will pay for it.
- Work From Anywhere. Seriously: This is a 98% remote job. We care about the department you build, not the desk you build it from.
- No Nightmare Clients. Ever: We will back you 100%. If a client is disrespectful or a poor fit, we get rid of them. Period.
- Build Your Own Department: This isn&apost a 'path to leadership.' This is leadership. You get the autonomy to build the Client Success function in your vision, with my full strategic support.
- True Skin in the Game: This is a partnership. As the Head of Client Success, you will be on a clear path to equity. You are not just building a department; you are building a company. You help us build the empire, and you get a piece of it.
Ready to Apply Here&aposs How.
If this description lit a fire in you, you might be the leader we&aposre looking for.
Send us your CV and a Cover Letter that proves it.
This is your first test. Instead of a generic template, tell us about a recurring client-facing problem you identified at a previous role and describe the system or process
you built to solve it. Show us you&aposre the architect and 'Digital Warrior' we need.
If that sounds like too much effort, you&aposre not ready for this role, and that&aposs okay.
Looking forward to hearing from the one person who is.
Cheers, Jim
