Client Success Manager

Job type: Full time 

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

Email: careers@5them.com 

Phone: 951-440-4540 

Website: https://5them.com/ 

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 the system tight. Document calls, log action items, hold your pod to timelines, and maintain accurate client records and pipeline notes in Asana and GoHighLevel.
• Educate and add value. Keep clients sharp on what is working in franchise marketing so they see us as a partner, not a vendor.

• You stay calm under pressure and you like people.
• You can read a performance report and explain it to a busy franchise owner in two sentences.
• You follow up before anyone has to ask.
• You take ownership of outcomes instead of pointing at other teams.
• You write and speak clearly, professionally, and like a real person.

• Emotional intelligence. You read the room, manage your own reactions, and navigate other people's emotions well.
• Empathy. A client-first mindset and the ability to understand the pressure franchise owners are under.
• Exceptional communication. Clear, concise, professional writing and speaking.
• Adaptability. Comfort with shifting priorities in a fast-paced environment.
• Relationship building. A proven ability to earn trust with clients and teammates.
• Problem-solving. You identify the real issue quickly and move toward a fix.
• Time management. You juggle 50 to 75 accounts without dropping a ball.
• Conflict resolution. You address tough client moments while protecting the relationship.

• Experience: 3 years in client success, account management, or a client-facing role. Marketing, media, or agency experience strongly preferred.
• Project management: A strong sense of project management. You keep clients and work on pace, hold timelines, and make sure nothing falls behind.
• Comfort with data: You can interpret performance metrics and present them with confidence.
• Communication: Excellent written and verbal communication is non-negotiable for this role.
• Relationship management: A track record of building and keeping long-term client relationships.
• Organization: Highly organized, able to prioritize and manage a large portfolio of accounts at once.
• Technical fluency: Comfortable with Google Workspace, Slack, Asana, and reporting or presentation tools. A background in marketing, Meta or Google Ads, or media buying is a strong bonus, along with familiarity with GoHighLevel or the franchise industry.

This is a hybrid role, in-person first. Four days per week in our office in Temecula, CA, and one day per week working from home. You must live within commuting distance of Temecula and be able to be in our office four days a week. This is not a remote position, so please only apply if you can reliably be in-office.

Because you will be on camera with clients regularly, your work-from-home day requires a professional setup. We are serious about this. On every client call you represent 5th Element, so your audio, video, and background need to look and sound polished.

Your home setup must include:

• Reliable high-speed internet with strong upload and download speeds for clean video calls
• A quiet, distraction-free, professional-looking space
• A high-quality camera and microphone, or a quality headset, for clear audio and video
• A computer powerful enough to run reporting tools, dashboards, and video calls at the same time without lag
• Dual monitors strongly preferred

In-office equipment is provided. Your home setup is on you, and it matters.

• Own one of the most important and most visible roles in a fast-growing franchise marketing agency.
• Work with real clients getting real results, not vanity metrics.
• Join a tight, collaborative, high-output team that values your ideas.
• Enjoy hybrid flexibility with a real in-office culture in the Temecula Valley.
• Grow with us as we scale, including a clear path toward senior client management and leadership roles.

• Pay: $30 to $35 per hour depending on experience, with performance-based reviews and room for raises tied to your results and the company's growth.
• Benefits: A full benefits package is in active development and will be shared during the interview process.
• Growth: A clear path to senior client management and leadership roles as we scale.
• Culture: A tight-knit, fast-paced, in-person team where your work has a direct, visible impact.

To apply, email careers@5them.com with three things:

• Your resume
• A short cover note. Tell us anything you want us to know. Your background, experience, etc. If you want a prompt: tell us about a time you kept a client from walking away and what you did to turn it around.
• A 60-90 second video introduction (details below)

The video is the most important part of your application. This role is client-facing and on camera every single week, so we want to see and hear you before we ever meet. Keep it around 60 to 90 seconds and tell us who you are, why this role fits you, and how you think about taking care of clients. A selfie video or a quick screen recording is perfect. Record it on your phone if you want. We are not looking for studio production. We are looking for someone who is warm, clear, and confident on camera, because that is the job.

Record the video, upload it to Google Drive or any link we can open, and include the link in your email.

No video, no interview. It is that simple.