Client Success Manager [REMOTE]

Looking for a career where your relationship-building and problem-solving skills pay you more the better you do the job? Join GoScale and help UK automotive businesses grow.

NOTE: This is NOT a valeting, tinting or mechanic role. This is a digital marketing client success position.

GoScale is a lead generation agency for the UK automotive aftermarket. Our clients are window tinting, vehicle wrapping, detailing, valeting, ambient lighting and remapping businesses, most of them owner-operators who are brilliant at their trade and have never had a reliable way to fill their diary.

We run paid advertising on Facebook, Instagram, TikTok and YouTube to generate demand, and we have an in-house sales team that calls and books those leads so the owner can stay on the tools.

The better our clients do and the longer they stay, the more money you make.

On top of your base, we pay monthly bonuses for retaining clients, generating referrals and upselling clients into other services.

Having worked in the automotive trade before (detailing, tinting, wrapping, remapping, bodyshop or dealership) is a HUGE advantage.

As the main point of contact and success coach for our clients, you will be the person who decides whether a client renews for another 12 months or leaves after three.

You will be the main point of contact for clients and for our fulfilment team, managing roughly 20-30 clients for a full-time workload.

Here are some responsibilities of the role:

• Serve as the main point of contact for client communication and build the relationship fast
• Run onboarding calls with new clients: pull their offer, pricing, capacity, area, unique selling points, photos and system access, then hand a clean brief to our media buying and sales teams
• Run check-in calls every 2 weeks with existing clients to make sure they are actually using our systems (answering the phone, quoting properly, chasing no-shows, taking deposits) and feed any strategy changes back to the team
• Respond to all client questions in a timely and concise manner (within one working day)
• Learn and understand our tech stack (GoHighLevel, Meta Ads Manager, Make, our reporting dashboards) well enough to TEACH it. You do not need to be technical, just a solid understanding of how and why things work
• Problem solve and manage crisis situations. Keep the temperature low with an irate client and find the win-win
• Coach clients through the hard weeks (quiet spells, bad weather, capacity problems, price objections, slow follow-up on their end) using the tactics and strategies we emphasise
• Act as the liaison between our internal delivery team and the client on campaign performance, industry insight, best practice and strategic recommendations
• Assist internal teams with coordination and prioritisation of projects and tasks through our internal tools and systems
• Review campaign data (spend, cost per lead, cost per qualified lead, booking rate, show rate, jobs closed, return on ad spend) and turn it into a recommendation rather than a report
• Implement upsell and retention strategies: more ad spend, additional services, extra locations, new offers

Here are the minimum requirements to be considered for the role:

• You have to be willing to undergo training on all our systems and processes, and be able to TEACH our clients what you learned
• You have previous experience in an Account Management or Customer Success role, or you have worked in the hospitality or service industry
• You are ready, willing and EXCITED to role play and practise communication and sales techniques to sell clients on an idea, strategy, concept or new initiative
• You have an inclination towards digital marketing or experience in the industry
• You are comfortable speaking with UK small business owners and tradespeople. They are direct, they are busy, and they have no patience for jargon or corporate language
• You are confident in your ability to make decisions on the fly, and to give clients advice or push back when their idea is the wrong one
• You have excellent written and verbal English skills
• You are fun to be around over a coffee or a pint (or tea, if that is your thing)

Management Style

Collaborative, supportive and empowering. Expectations are high but they are always fair, and they come with the understanding, guidance, resources and support needed to hit them.

Team members are encouraged to innovate on their roles, share ideas and feedback even when it is out of their lane, and ask for clarity when they need it.

The details

This is a 100% remote and full-time position.

You can do this from wherever you are, but we require an 8-hour overlap with UK hours (9 AM to 5 PM GMT/BST). Every client and every member of our sales team works UK hours.

Your compensation will be a base salary plus monthly bonuses for retention, upsells, referrals and reviews. On track earnings for this role are $1,200 to $1,600 USD per month ($14,400 to $19,200 per year), depending on experience and performance.

Finally, here are the KPI expectations:

• Sub 8% monthly churn across the clients you manage
• Every client either hitting 4x+ return on ad spend or sitting behind a documented action plan
• 2 upsells per month
• 2 referrals
• 2 testimonials / reviews
• New clients launched in 7 days or less
• Every client question answered inside one working day

If you are excited by the chance to help business owners grow through digital marketing, make a real impact on their livelihood, and work with a team driven by the same purpose, reach out and let's get that conversation going.

Pay: E£155,744.07 - E£181,701.42 per month

Work Location: Remote