Client Success Manager

**CLIENT SUCCESS MANAGER** Remote · Full-Time · $3,000 – $4,000 / Month · 9 AM – 5 PM PST *Be the reason our clients WIN.* --- **WHO WE ARE** Divine Reach is one of the fastest-growing Christian-led marketing agencies in the insurance industry. Our mission is to impact tens of thousands of insurance agents by providing them with world-class leads, infrastructure, and coaching — helping them build businesses, not just jobs. We operate on faith, integrity, and an obsession with results. We are not just building an agency. We are building a movement. --- **OUR CORE VALUES** Everything we do at Divine Reach is built on four non-negotiables: **Honor** — We treat every client, teammate, and partner with the highest level of respect. We show up with class, operate with excellence, and represent this company in a way that makes everyone proud. **Integrity** — We do what's right even when no one is watching. We don't cut corners, we don't make excuses, and we don't compromise our standards for convenience. **Extreme Ownership** — We take full responsibility for our results. If something goes wrong, we own it. If something can be better, we fix it. We don't blame — we solve. **Authenticity** — We show up as ourselves. We communicate honestly, build real relationships, and believe that genuine connection is what separates great companies from average ones. If these values resonate with you, you'll fit in here. If they don't, this isn't the right place. --- **THE OPPORTUNITY** This is not a support ticket queue. This is not a reactive customer service role. The Client Success Manager at Divine Reach is a high-impact, front-facing position that puts you at the center of client results. You will own the client relationship from onboarding to scale, run one-on-one Zoom calls, launch Facebook ad campaigns, and coach clients through every phase of our program. You will be the bridge between strategy and execution — and clients will grow because of you. Our clients are insurance agents and agency owners based across the **United States and Canada**. You will be working with them directly, Monday through Friday, 9 AM to 5 PM PST. This is a relationship-first role. The better you know your clients, the better they perform — and the better you're rewarded. We provide you with clear SOPs, measurable KPIs, AI-powered tools, and a team that has your back. You will never be left guessing what good looks like. And as you grow with us, so does your income. --- **THE SOFTWARE YOU'LL USE EVERY DAY** You will be fully trained on all of these tools. Prior experience with any of them is a major plus: **Go High Level (GHL)** — Our primary CRM. You will use this to manage client pipelines, monitor lead flow, set up client accounts, and oversee automation and follow-up sequences. Every client gets their business run through GHL and you are responsible for making sure it's set up correctly and running smoothly. **Facebook Ads Manager** — You will be directly involved in ad launch calls and coaching clients through their campaigns. You must know how to navigate Ads Manager, understand campaign structure, and troubleshoot basic issues. This is a hard requirement. **Notion** — Our entire company knowledge base, SOP library, and client management system lives in Notion. You will reference it daily for training, client notes, processes, and reporting. **Slack** — Our internal and client communication platform. You will manage two workspaces — one for the internal Divine Reach team and one for clients. Daily communication, client updates, touchpoints, and team coordination all happen here. **Zoom** — Every onboarding call, check-in call, ad launch call, and client coaching session happens on Zoom. You need to be confident, professional, and energetic on camera. **Fathom** — Our AI call recording and analysis tool. Every client Zoom call gets recorded through Fathom so leadership can audit your calls, provide coaching, and ensure quality across the board. **Loom** — Used to send clients async video updates, campaign recaps, and walkthroughs. A quick Loom often replaces a full Zoom when clients need a fast answer or update. **AI Tools (Claude / ChatGPT)** — We actively use AI tools to help with client communication drafts, content, research, and workflow efficiency. You'll have access to these tools and be encouraged to use them to work smarter. --- **WHAT YOU'LL DO** **Client Onboarding (Zoom)** Welcome every new client with a world-class onboarding experience. Review their onboarding email, set expectations, build rapport, handle tech setup (Go High Level access, ad account creation), and schedule their 7-day check-in call. **7-Day Check-In Call** Review the client's filmed ads and content, solidify their perfect recruit avatar, ensure they have clarity, and verify they are completing tasks on time. **Ad Launch Calls** Lead the pre-launch call to set campaign expectations, excite the client, iron out any open questions, assign next steps, and align with the internal team on final campaign details. This is your moment to set the tone for the entire campaign. **Strategic Touchpoints (2+ Per Client Per Month)** Proactively communicate with every client — reviewing results, surfacing wins, identifying bottlenecks, seeding upsells, and always staying ahead of problems. Slow clients and month-1 clients get more touchpoints. Touchpoints can be Zoom, Loom video, or Slack — but they must be intentional and stat-driven. **Upsells, Referrals & Testimonials** Identify opportunities to expand client campaigns (additional ad spend, new locations, new campaign types). Ask happy clients for referrals and video testimonials. Commission incentives are tied to all three — so your hustle pays. **KPI Monitoring & Reporting** Track client churn, upsell rate, referral count, and campaign performance weekly. Send EOD reports and attend internal performance reviews. Know your clients' numbers better than they do. **Collaboration** Communicate daily with the marketing team, appointment setters, and leadership. Flag slow clients early. Bring solutions — not just problems. --- **YOUR KPI SCORECARD** | KPI | Grade A Target | | --- | --- | | Client Churn Rate | Less than 7% | | Upsell Rate | 15%+ / 3+ upsells per month | | Client Referrals | 2+ per month | | Video Testimonials | 2+ per month | | Client Touchpoints | 2+ strategic touchpoints per client per month | | Call Coaching Score | 90%+ average | | Time to Launch | Less than 7 days from sign to live | --- **REQUIREMENTS** **Facebook Ads — REQUIRED** This is non-negotiable. You must have working knowledge of Facebook Ads Manager — including publishing, running, and managing ad campaigns. You will be involved in ad launch calls and coaching clients through their campaigns. If you have never touched Ads Manager, this is not the right role for you at this time. - Proven experience managing client relationships in a high-touch, results-driven environment - Ability to conduct professional, confident, and energetic Zoom calls with clients - Strong understanding of Facebook Ads Manager — campaign setup, publishing, optimization, and troubleshooting - Experience with Go High Level (GHL) or willingness to learn quickly - Comfortable using Notion, Slack, Fathom, Loom, and AI tools daily - Analytical mindset — ability to read KPI dashboards and translate data into action - Excellent written and verbal communication skills across Slack, email, and Zoom - Self-starter who can manage their own schedule and 40–50 client accounts simultaneously - Coachable, detail-oriented, and holds high standards in everything you produce - Comfortable operating in a fast-moving environment where SOPs are your best friend - Available Monday–Friday, 9 AM – 5 PM PST to support US and Canadian clients - Aligned with Divine Reach's values: Honor, Integrity, Extreme Ownership, Authenticity --- **WHAT A-PLAYERS LOOK LIKE HERE** - **Intelligence** — You learn fast and absorb information quickly - **Enthusiasm** — You bring energy, have a can-do attitude, and handle criticism with grace - **Persistence** — You go the distance and don't quit when it gets hard - **Proactivity** — You act before being told and bring ideas and solutions - **Persuasion** — You can move people. Clients stay because of how you make them feel - **Calm Under Pressure** — You don't crumble. You stabilize - **High Standards** — You expect nothing less than excellent from yourself and your work - **Honesty & Integrity** — You do what's right, always. No shortcuts - **Follow Through** — You say what you'll do, and you do it - **Teamwork** — You make the team better. You reach out. You collaborate --- **COMPENSATION & BENEFITS** - **Pay:** $3,000 – $4,000 per month based on skill set and experience - **Hours:** Monday – Friday, 9 AM – 5 PM PST - **Paid Time Off:** Yes - **Clear Infrastructure & SOPs:** Full access to documented systems so you can focus on winning — not figuring things out - **AI Tools:** Provided to help you do your job faster and smarter - **Room to Grow:** Income growth and leadership opportunities as you perform. This is a fast-growing company and there is real upside for the right person - **Remote:** Work from anywhere with a reliable connection --- *"We compete on ethics, morals, professionalism, and care — not just numbers. If you're coachable, committed, and consistent, you'll thrive at Divine Reach."*