Client Success Manager

We're a CRO and A/B testing agency that works with 6, 7, 8, and 9-figure DTC e-commerce brands on Shopify. We design, build, and optimize websites, landing pages, and funnels that make our clients more money - fast. We work across health, wellness, beauty, supplements, and fitness - running everything from full landing page builds to micro A/B tests on buy boxes, PDPs, and subscription flows. The Role We're hiring a Client Success Manager. This is one of the most important hires we're making right now. You'll be the person our clients trust most. The one they message when they have a question, the one on camera making them feel confident, and the one who turns a 3-month engagement into a 12-month partnership. This is not just "check in and send updates." You'll own the full client relationship - from onboarding to reporting to renewals. You'll reduce churn, manage contracts, build reports, spot expansion opportunities, and use AI tools aggressively to move faster and deliver more. You'll work directly with the founder and alongside our internal team as the bridge between client and agency. What You'll Do Client Relationship & Communication Be the main point of contact for your assigned clients - own the relationship end to end Run client calls confidently on camera. Take notes, track follow-ups, make clients feel heard Be genuinely comfortable messaging clients, hopping on quick calls, and having real conversations - not hiding behind email templates Proactively reach out before problems surface. Clients should never have to chase you Onboarding & Lifecycle Run client onboarding: set up comms, confirm access, set expectations, lead kickoff calls Manage contracts, renewals, and timelines Reduce churn by keeping clients engaged, informed, and seeing value continuously Identify upsell and expansion opportunities as relationships grow Collect testimonials, case studies, and referrals from happy clients Reporting & Internal Ops Build and deliver client-facing reports on project progress, test results, and performance Keep all project info updated in our internal systems Gather client feedback and relay it clearly to the internal team Spot misalignments or bottlenecks early and flag them before they become problems Make sure deliverables go out on time and in the right format AI-Powered Execution Use AI tools (ChatGPT, Claude, automation platforms) daily to write faster, build reports, summarize calls, draft client updates, and streamline your workflow You don't just "know about" AI - you actively use it to 10x your output Help us build better internal processes using AI as we scale What You Bring 2+ years in account management, client success, or customer-facing roles - ideally at an agency, SaaS, or DTC/e-commerce company You're a people person. Comfortable on video calls, confident in conversation, and you genuinely enjoy building relationships with clients Some sales instinct. You know how to position value, handle objections, spot an upsell moment, and keep a client from walking without being pushy Strong writer and communicator. You can write a client update that's clear and useful in 3 sentences, or run a 30-min call and leave people feeling great Organized and detail-obsessed. You track everything, follow up on everything, and nothing slips AI-native. You already use AI tools daily and you're always finding new ways to get more done with them Comfortable in Notion and project management tools like Trello Proactive, not reactive. You chase answers before the client needs to ask Nice to Have Experience working with DTC/e-commerce brands on Shopify Familiarity with CRO, A/B testing, or conversion optimization Experience with tools like Google Analytics, Figma, Slack, or reporting dashboards You've worked remote and async before and you thrive in it Experience managing contracts or renewals What You Get Fully remote - work from anywhere in Canada Flexible hours and competitive pay that reflects your experience, with room to grow Growth path into Account Director or Head of Client Success as we scale Work with ambitious 6-9 figure DTC brands across health, wellness, beauty, and fitness Real exposure to top-tier CRO projects, funnels, and testing systems Small, fast team where your impact is visible from day one A company that actually uses AI in its operations - not just talks about it

The Client Success Manager will own the full client relationship from onboarding to reporting and renewals, ensuring clients feel supported and valued. They will proactively manage client communications, reduce churn, and identify upsell opportunities.

Candidates should have 2+ years in client-facing roles, ideally in an agency or DTC/e-commerce setting, and possess strong communication and organizational skills. Familiarity with AI tools and project management software is also important.

• Gestion de projetSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Client Relationship Management
• Communication
• Onboarding
• Contract Management
• Churn Reduction
• Reporting
• AI Tools
• Proactive Problem Solving
• Sales Skills
• Writing
• Organization
• Detail Orientation
• Project Management
• CRO
• A/B Testing
• E-commerce

• Marketing
• Customer Service & Support
• Management & Leadership
• Sales
• Data & Analytics

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Entry level

Mode de candidature

La candidature directe est offerte