Client Success Manager

Who we are

The Business Growers is a growth partner for MSPs, IT companies, and telecom providers across the country. We are a female-led tech organization, run by two industry leaders who sat inside the businesses our clients run.

We're headquartered in Jackson, Mississippi. Most of our clients are not. This role is remote.

What you'll actually do

Client relationships and retention

• Serve as the primary point of contact for your assigned accounts
• Make sure clients feel confident, informed, and supported through the whole engagement
• Set and uphold clear expectations, including when results lag or something goes sideways
• Step in early when communication breaks down or trust starts to slip
• Find the root cause of client concerns and participate in the fix
• Document account status accurately and keep every stakeholder aligned

Delivery coordination and reporting

• Act as the connective tissue between clients and our internal delivery teams
• Make sure clients always know what's happening, what's on track, and what comes next
• Coordinate across content, design, ads, ops, and contractors
• Translate strategy into action, and action into reporting a client can follow
• Spot when scope changes, upsells, or expansion conversations need to happen

What success looks like

• Your portfolio retains. Churn stays at or below 4%.
• Fewer than three escalations per client per year, caught early.
• Client sentiment scores hold at 80% or above.
• Renewal conversations happen with zero surprises.
• Delivery teams tell us your handoffs are clean and your communication is clear.

How you'll ramp up

Days 1 to 30. Learn the accounts. Shadow client calls. Learn account history, active campaigns, and open issues. Build relationships with the delivery teams and understand how we report performance.

Days 30 to 60. Own the communication. Take over as primary client contact. Run weekly check-ins, deliver performance updates, and start flagging risks before clients raise them.

Day 60 and beyond. Own the relationship. Full account ownership. You're the voice of the client internally and the voice of TBG externally. Retention, satisfaction, and client confidence are yours to protect.

This role is for you if

• You care about the client experience, not just clearing your task list
• You've run multiple client accounts at once without dropping the ball
• You can deliver hard news with clarity and confidence
• You want to be the person clients call when things get complicated
• You communicate proactively and don't wait to be asked for an update
• You do well in a fast-moving, founder-led environment

This role is not for you if

• You need someone to tell you when to reach out to a client
• You avoid conflict or go quiet when things get uncomfortable
• You'd rather manage tasks than manage relationships
• You need a heavily structured, slow-moving corporate environment
• You've never led a client call or delivered a performance review
• You deflect when results aren't where they need to be

What you need

Experience

• Bachelor's degree in marketing, business, communications, or a related field
• 4 years in client-facing marketing roles (Client Success Manager, Account Manager, or similar) at an agency or in a B2B environment
• 3 years supporting technology, telecom, or MSP clients preferred
• Experience managing multiple client accounts at the same time
• Experience coordinating across cross-functional delivery teams

Skills

• Strong verbal and written communication
• High attention to detail and real organizational discipline
• Comfort leading client calls, presenting performance data, and setting expectations
• Working knowledge of digital marketing fundamentals: SEO, paid media, analytics, content
• Proficiency with Google Workspace, project management platforms, and reporting dashboards

Bonus, not required

Familiarity with MSP, IT, or telecom language and business models

Meeting these qualifications doesn't guarantee success here. What matters is ownership, communication quality, client outcomes, and whether you hold the A-Player Standard below.

How we work

Our values are behavioral standards. They're how we make decisions, hold ourselves accountable, and show up for clients.

We believe trust is a two-way street. Clients trust us with their business. We earn and protect that through consistency, honesty, and follow-through, especially when things get hard.

We lead with confidence. We don't hedge. We show up prepared, communicate clearly, and guide clients with conviction even when the situation is uncertain.

We own the outcome. No deflecting. No finger-pointing. When something goes wrong, we step in, own it, and help solve it.

We are clear and kind. Hard conversations happen with honesty and respect. We say what needs to be said, the way it needs to be said.

We grow with grit. This moves fast. We adapt, and we keep going when things don't go as planned.

The A-Player Standard

Every role here is held to this bar, regardless of title or tenure. An A-Player at TBG consistently:

• Owns outcomes without deflecting
• Is accountable to results
• Accepts feedback without defensiveness
• Communicates clearly and directly
• Prepares before meetings and conversations
• Protects the team, the client, and the company at the same time
• Acts in the company's best interest, not personal comfort

Compensation and details

• $55,000 base salary plus bonus based on client volume and growth
• Full-time, remote
• Headquartered in Jackson, MS